Date Received: 2018-08-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX has totally XXXX my credit up putting on stuff that is not mine ruined my credit this has taken 120 days and still not fixed after ftc and fcra sent over with police report
Company Response:
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2018-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We received the ATP from HUD in the begining of XXXX. We got the offer and everything over to Mr Cooper through equator after the 2 week marketing period. There were a few additional requests for documents and corrections and they were all completed. We have been waiting for responses and requesting updates since XX/XX/XXXX and I was told that NOTHING Has been done to the file since the XXXX. We have an offer that is compeltely meeting the ATP guidelines and our buyer is going to loose their ability to get a mortgage at the end of this month. I have been emailed and requesting updates with absolutely NO RESPONSES. Yesterday the XXXX XXXX emailed me to let me know that she is waiting for a variance ( that should not been needed being we have the ATP ) and that the client needs to be 31 days past due. This is untrue because we have a ATP. She is not properly working this file and her co worker at MR Cooper specifically told me she has not TOUCHED THE FILE since XX/XX/XXXX. We received the contract approval on the XXXX, there is no reason it should be taking this long.
Company Response:
State: NJ
Zip: 07631
Submitted Via: Web
Date Sent: 2018-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-23
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: It is a shame that you could not resolve this issue with XXXX XXXX and needed a 4 or 5 year lawsuit and sue ME? Maybe you are waiting until we can not fight you anymore with legal fees or money due. Since it did not get resolved ; your collection efforts and litigation has taken her and I both in a toll credit wise too just to comply as you are suing me and not giving back her investment since 2010 of her social security funds. So far you have to brunt those, since XXXX XXXX XXXX is not backing you up. You have the money not them. Thank you for your letter. I was just able to see it and understand it. I would like to get these documents asap that are listed in your correspondance about the property located in XXXX XXXX XXXX XXXX XXXX mortgage file you have from XXXX XXXXXXXX XXXX, that were NOT included with your response not all of them as your company has not been forthcoming with these documents you say I have the right to access and do NOT have them, please send them via CFPB so we have proof you shared them, as such you mentioned in your letter : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. However, you have the right to access the documents we used in this investigation and we have included those documents in this letter for your records. Those documents are : Housing and Urban Development ( HUD ) -1 Settlement Statement Note Mortgage Welcome Letter Transaction History Escrow Statements ( 2 ) Appraisal If you have any questions, you can reach your Single Point of Contact ( SPOC ) at : Single Point of Contact ( SPOC ) XXXX XXXX Phone Number : XXXX Extension : XXXX " You are being the subject of this complaint because your attorney is suing ME. You are being the subject of this complaint because the escrow company you mentioned in the letter of my prior complaint affirms YOU Have collected payment for the house before and after you took the loan from XXXX, and those are social security funds from XXXX XXXX, a XXXX XXXX years of age, who was sold the property back in 2010 by these escrow company and your client, the XXXX XXXX. Where is her money? That yo uneed to answer please or prove you did not cash her money via escrow. Escrow is accusing YOU to have that money, and your client the seller, is nowhere in the picture as he has not responded, He is waiting for his " redemption rights ''. LOL You are also being the subject of this complaint because I am not owing XXXX XXXX XXXX XXXX as I am not the mortgagor in the note. You are also being the subject of this complaint because your attorney that represents you wants to charge ME money in judgement for his legal action in NM against me and for work you hired him to do to collect funds from your client the XXXX 's You are being subject of this complaint because you have made my life and my family 's life XXXX. and have disrupted peace and sanity in a house with a senior and a XXXX person. I appreciate your communication however whatever your attorney is doing to tarnish my credit my employment and my reputation has costed my not only my income, my job but my health. I am trying to recuperate from all this through the department of vocational rehabilitation and know that one single XXXX mother of XXXX kids can not combat a whole corporation with lots of funds and attorneys so this is my only way to restore peaceful enjoyment and health to all my family and I.
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my third complaint about Mr Cooper to the CFPB for failure to release funds after an flood disaster insurance settlement. The previous two complaints to the CFPB, which were essentially identical, have resulted in quick and efficient resolution of the problems, which had taken hours on the phone and weeks to resolve. We are Hurricane Harvey flood victims in late XX/XX/XXXX. Mr Cooper is our primary mortgage company, and they, through XXXX, have dealt with our FEMA and flood insurance settlement. The final amount of the settlement for structural loss is {$190000.00}. For the past six months, Mr Cooper has done whatever in their power to not release funds to us despite every conceivable protocol being followed, and often repeated numerous times. All documentation about the loss, about contractor bids, work agreements, contracts, and so forth was uploaded in XX/XX/XXXX. Repair commenced using my out-of-pocket funds while insurance settlements were finalized. From the beginning, Mr Cooper was extremely slow with dealing with claims despite all paperwork being correct and all protocols followed. This began with the initial advance before the finalized claim and has continued through the repair process. For instance, in XXXX, a claim was denied because one contract did not have the contractor 's zip code. A revised copy of the document was uploaded, but the claim was still denied. Each document review takes a week and this is used to slow down the process further. I filed a CFPB claim after an inspection verified 25 % completion of work in XXXX ( after the zip code denial ) due to Mr Cooper not releasing funds. The matter was settled within a week and I received a check for {$20000.00}. When we got to 50 % completion, I ran into identical issues. Again, after several weeks of fighting with Mr Cooper after the 50 % inspection was certified, after several rounds of weekly document inspections only to result in having claims dismissed for invalid reasons, I filed a second CFPB complaint. Again, within a week, funds were released, for half of the total remaining, or {$68000.00}, leaving a balance of {$68000.00}. I was assured that there would be no issues when we reached 100 % completion. After all, an inspector would verify that we had completed work and thus there would be no reason to continue holding funds to pay out more contractors. I reached 100 % completion in early XX/XX/XXXX and an inspector certified that the repairs were done, with all paperwork completed on XX/XX/XXXX. Mr Cooper, true to form, has continued the exact same stalling tactics as before. Despite being at 100 % completion, despite not owing the contractor a cent at this point ( because I paid out-of-pocket ), Mr Cooper has denied my claims several times. The first time was because the exact amount of the settlement did not agree with a proof of loss submitted in XX/XX/XXXX. They had received updated paperwork from insurance but apparently had lost it. I resubmitted it, and waiting a week. Similar reuploads of paperwork have continued. Last week, they promised to do an " expedited release '' of funds, however, today, I have been informed that they can't release my funds because my contractor 's agreement doesn't have an address on it. This is the exact same excuse they used in XXXX and the problem was resolved at that time! And I don't even owe my contractor money anymore! I'm finished repairs! On the phone, they were able to find the documentation uploaded in XXXX and sure enough, there was a contractor address on it. Today, they are telling me that they are submitting for another expedited review. I fully expect them to deny my claim. Perhaps they will find that the paper does not measure 8 inches by 11.5 inches but instead is 7.5 inches. Perhaps they will take issue with the fact that the documents are written in a Times font and they prefer a Sans Serif one. Perhaps they need to just make one last win at the dog track with my insurance settlement that they are sitting on. Anyway, it's hard not to be cynical and bitter after a long, protracted fight on the most trivial of matters when I have been dealing with just as many issues with contractors, permitting, hardware companies, and so forth. The whole ending to this mess seems in plain view, and Mr Cooper is putting up silly roadblocks for no apparent reasons just to make flood victims ' lives harder.
Company Response:
State: TX
Zip: 77096
Submitted Via: Web
Date Sent: 2018-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: See attached document showing payments still not reported per XXXX, missing from credit bureaus. Per taped phone conversation and CFPB complaints ... XXXX did admit to wrong doing per their representative, Mr. XXXX XXXX misguiding me to stop making payments at the beginning of my VA loan which led to the beginning of the multitude of CFPB complaints. Per XXXX making final payment of forbearance and stating, " XX/XX/2018 we will submit all payments that have been made to the credit bureaus. '' **See attached document showing payments still not being properly submitted** I need ALL of my payments reported through out my VA mortgage loan. I need a statement sent to the credit bureaus so the proper changes can be made. Please refer to taped phone conversations as well police report over the past year of multiple complaints against XXXX Nationstar Mr. Cooper with regards to incorrect reporting, errors being reported, made up information being reporting, over {$100000.00} without my knowledge as well being added to my current VA mortgage loan. Per taped conversations per your company representatives, " Mr. XXXX XXXX, Mr. XXXX XXXX and a female representative, " XXXX '' who works for Nationstar ... Refer to the information where it was clearly stated to me via phone ... to give them until XX/XX/2018 and we will make sure that all payments will finally be updated with the credit bureaus and then my credit should reflect the changes ... positive changes. The complaints will escalate to higher powers that be until this is once and all resolved. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow account balance incorrect - '' Incorrect transfer occurred / Incorrect accounting NOT CORRECTED '' Timeline Record of Escrow Account based on Statements Received : XX/XX/2018 -Statement dated XX/XX/2018 Escrow account balance of {$4800.00} 1. XX/XX/2018 -Made monthly payment of {$1800.00} ( {$600.00} Escrow ) 2. XX/XX/2018 -Received Statement dated 7/3/2018 indicating : - Two town tax disbursements XX/XX/XXXX & XX/XX/XXXX - XX/XX/2018 -Disbursement-Town Tax of {$3000.00} - XX/XX/2018 -Disbursement-Town Tax of {$3000.00} - XX/XX/2018 Payment of {$1800.00} ( {$600.00} Escrow ) - Statement escrow balance shortage of - {$630.00} 3. XX/XX/2018 -Spent 1 hour on phone with " Mr. Cooper '' to discuss the mishandling of escrow funds by based on the double town tax disbursement and explained why the escrow balance should not be short - {$630.00}. Was told I'd receive a call back in three days after escrow account analysis was performed 4. XX/XX/2018 -No call received from " Mr. Cooper '' 5. XX/XX/2018 -Reviewed account online to observe escrow account balance of {$1400.00} and made monthly payment of {$1800.00} ( {$600.00} Escrow ) 6. XX/XX/2018 -Received Statement dated XX/XX/2018 indicating : - XX/XX/2018 - Insurance Disbursement of {$780.00} - XX/XX/2018 - Payment of {$1800.00} ( {$600.00} Escrow ) - Statement escrow balance shortage of XXXX 7. XX/XX/2018 - Calculated escrow account balance based on information provided : - Statement dated XX/XX/2018 Escrow account balance of {$4800.00} - XX/XX/2018 -Made payment of {$1800.00} ( {$600.00} Escrow ) - XX/XX/2018 -Disbursement-Town Tax of {$3000.00} - XX/XX/2018 - Insurance Disbursement of {$780.00} - XX/XX/2018 - Payment of {$1800.00} ( {$600.00} Escrow ) - Calculated escrow account balance of {$2200.00} based on above information, not a shortage of XXXX which is what appears on statement dated XX/XX/2018 8. XX/XX/2018- File complaint with Consumer Financial Protection Bureau to obtain full record of mortgage escrow account and cease mishandling of escrow account funds
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2018-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan Number :XXXX Nationstar Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Phone # is XXXX My number XXXX XXXX ( XXXX 's son ) XXXX On XX/XX/XXXX or XXXX I spoke with representative ( Mgr ) with Nationstar, Mr. Cooper who services our Mortgage. I was informed we can set up a repayment plan because my Mom fell behind with 2 payments so I was told to pay the {$3100.00} and they will set up a repayment plan of {$2200.00} per month on or before XXXX. We are not going to be able to pay the {$2200.00} until after XX/XX/XXXX or the first week of XXXX. I was told by the Mr. Cooper manager that if we don't make the payment before the XX/XX/XXXX they will start foreclosure proceedings. My Mom has XXXX XXXX XXXX and she is XXXX years old a Senior citizen and we just simply need a little more time to get up the {$2200.00}, we do not want to lose our house. It just seems unfair if we a financial hardship and we are trying to catch up. We have had payment deferred and a loan modification in the past. Can we get a little more time to start the Repayment plan at least until the XX/XX/XXXX, because we just paid $ 3100+ and have to turnaround within 30 days and pay {$2200.00} per month for the next 5 months. Can you please offer any assistance to my Mom. Anything you can do would be greatly appreciated. Thank You! XXXX XXXX
Company Response:
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I went to make my XXXX mortgage payment and noticed that it increased from {$1500.00} to {$2200.00}. I immediately called Mr. Cooper and asked them what happened as I've never missed a payment since I've had my loan which was a little over two years. They informed me my taxes had increased significantly. They were able to lower my payment from {$1500.00} to {$1800.00}. I was thankful but very concerned. I'm a single mom with XXXX small children and am on a very limited budget. On XX/XX/XXXX, I contacted the treasurer 's office and they informed me there was a huge mistake on their end. When I had refinanced my home earlier this year to remove my ex-husband 's name off the loan, they removed all the past taxes that I had previously made. The office wrote me a letter, signed it and told me to submit this to the mortgage company as this will be sufficient to adjust my payment. I called Mr. Cooper minutes later and informed them of this letter. I emailed it over to them within the hour. They told me my XXXX payment wouldn't be adjusted in time, but my XXXX payment definitely would be. I called every week after that and was repeatedly told it's being worked on and to call back at a later time. I received correspondence in the mail ( XXXX Review Board ) on XX/XX/XXXX and emailed it over to the same email address as the letter. On XX/XX/XXXX, I called and was told that nothing was done with my escrow account and they realized there was an error made on their end. They asked me to forward them the original email I had sent on XX/XX/XXXX to a different email address as the one I had sent it to was incorrect. They repeatedly apologized and told me to call back the following Wednesday for an update. I called back on XX/XX/XXXX to find out that they still hadn't worked on it and they were actually going to increase my payment by another {$30.00}. They were using the original numbers instead of the ones that I had sent over. They also told me that an estimated bill wasn't sufficient enough information and the XXXX Board of Review letter wasn't either. Their solution is for me to have my loan modified. I called again yesterday, XX/XX/XXXX, and again, this man agreed that something was definitely incorrect on their end and that it needed to be corrected as soon as possible, but since it was after business hours, we would have to wait to call the treasurer 's office today, XX/XX/XXXX. He assured me he would call me at XXXXXXXX XXXX ( EST ) and we would call the treasurer 's office together to get this straightened out. I contacted the treasurer 's office and let them know we would be calling at that time. I didn't receive the call that was promised. I called them at XXXX today and asked for this employee and even gave them his id number only to find out he doesn't work today. After I found that out, I spoke to yet another person that assured me that she would call me back with a response by XXXX XXXX ( EST ) today. She called me at XXXX XXXX ( EST ) to tell me it's being worked on. I am supposed to receive an update at XXXX XXXX ( EST ) tomorrow, XX/XX/XXXX, however, I have completely lost hope and confidence in this company. I have told them I am struggling and that I can not afford this. They have no empathy as they have not admitted to any errors or inconveniences on their part. I need this corrected as soon as possible to put this entire situation to rest. At this point, I need to contact a lawyer to get this situated as they are unwilling to work with me or even listen to me. The treasurer 's office and I are making time to figure this out, but Mr. Cooper isn't.
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2018-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. cooper took over my loan in XX/XX/2017 from XXXX. Since Mr. cooper took over they have twice received my payment in time but failed to cash or process my payment for 3 weeks putting my account in a late status. The latest incident was in XX/XX/XXXX. I mailed my payment on XX/XX/XXXX and as of XX/XX/XXXX the payment was not processed according to my online account. I called customer service to find out what was going on. Thru this conversation It was determined that it would be best for me to enroll in auto payment. So with the Mr. cooper rep I went online and made my XX/XX/XXXX payment electronically and also enrolled in autopay. I instructed the CSR to disregard my check when it was received as payment has not been made. I let him know that I would put a stop payment on the check. When Mr. cooper finally decided to process my check on XX/XX/XXXX, they saw that my account was paid so they decided without my knowledge or authorization to cash my check and apply the money as extra principal thus incurring a returned check fee that they are now trying to make me pay for. They also assessed a late fee for XX/XX/XXXX due to them holding onto my payment for 3 weeks. My issue is that they sent me a letter stating that the discrepancy was in no part their fault and they are not responsible for the mistake. I think that due to Mr. coopers lackadaisical handling of mortgage payments has most likely cost other clients unwarranted and undeserved penalties. This has happened twice with Mr. cooper in less than a year and when I was with XXXX for over 10 years it never happened 1 time.
Company Response:
State: NY
Zip: 11776
Submitted Via: Web
Date Sent: 2018-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan is with Mr Cooper. Due to a financial struggle, I defaulted in making mortgage payments. I did not know my home was in foreclosure until a friend of my husband told him that he saw our home on a foreclosure site. Upon finding out this information, we called Mr Cooper. They confirmed with my husband that yes, the home was in foreclosure. ( They never notified ) us about this, but they asked if we wanted to keep the home. We told them yes. So, they began the loan modification process. An agent from Mr Cooper made arrangements for a notary public to bring the loan modification documents to my home for me to sign, and the documents would be notarized at that time. I did explain to the agent that my last name is no longer my maiden name, XXXX, but XXXX. He advised me that he will need me to send them verification of the name change. I emailed a photo copy of my current drivers license, and my marriage certificate. In XX/XX/2018, a notary public can to my home with the modification documents. I signed the documents. ( Signature on the documents matches the signature on my drivers license ). The notary public took the documents. After allowing time for the modification to be processed, I called Mr Cooper to check on the status of the modification because I hadn't heard anything. The agent I spoke to advised me that they are just waiting for the attorney to release the home from foreclosure, ( indicating the everything was completed just waiting for the attorney to release the home from foreclosure ). It wasn't until XX/XX/XXXX, when I called Mr Cooper to advise of a payment that I learned that the loan modification documents that were sent out, needed to have been returned by XX/XX/XXXX. I advised the rep that I was unaware of any additional documents that were sent to me, and I advised him that I had already signed the documents back in XX/XX/XXXX, when the Notary Public came to my home. It was then that I learned that Mr Cooper needed my signature for both names, my maiden name and my married name. I told him that I was unaware of this, and asked him to email me the documents that needed to be signed. That day, I took the documents to be notarized. After which, I contacted Mr Cooper to send me a return label. I never received the return label, had to call a couple more times to get the label. For some reason i suppose, the labels that were generated to be emailed to me automatically by the system, didn't work. Finally, the agent I was on the call with, manually emailed me the label, via her own work email. I received that return label ; ( not sure what day that was ). Then I spoke with XXXX about the status of reopening the modification that I was told had closed on XX/XX/XXXX. He said, he saw where the other agents had submitted a request, but he have to see what can be done about getting the loan modification reopened. So, I held off from sending the modification I had since he said the matter was referred. I called back to find out the status of the loan modification being reopened. The agent I spoke with, said that I wasn't reopened, and told me that I have to find other ways to keep my home. He provided me with referral information to get assistance, none of those referrals worked. Then I received a call from XXXX in the Loss Mitigation Dept, advising me that they had reviewed the call that I referenced speaking with the agent back in XX/XX/XXXX, and saw where, based on the information discussed, that the agent did not provide me with the correct information regarding the loan modification, and noticed that the agent did not mention anything about Mr Cooper awaiting my signature on the new modification that was sent out. He advised me to send in the new modification. I advised him, I will use the return label that was sent to me. He said that he will contact me back regarding the payment to send in. He also, advised me not to speak with anyone except him. I told him that I had payment for both XX/XX/XXXX and XX/XX/XXXX months ready to go. ( The agents I had spoken to before, told me that the I would need to bring the account current in order to continue with the modification. Upon waiting for a call from XXXX, XXXX spoke with my husband, and advised that if I wanted to keep my home, prevent the home from going being foreclosed, that I would need to either sale my home, do a short sale, take out a loan to bring the account current paying {$24000.00}. I called XXXX, and left a message on his voicemail advising him of such, and for him to call me back to clarify what's going on, and what I need to do. I still reside in my home, and want to keep my home. There have been so many people giving different information.
Company Response:
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2018-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A