Date Received: 2018-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home XXXX. Mr. Cooper became the third company to service my loan beginning XX/XX/2018. They are raising my escrow based on last years taxes from another owner who did not live on the premise. I have sent Mr. Cooper the correct tax amount from XXXX Sc website, but they will not review it until XX/XX/XXXX. Therefore my mortgage has increased from {$330.00} to {$460.00} and it is difficult for me a senior living off of a fixed income. Companies should not cause hardship to consumers especially when it is brought to their attention and it takes someone to take a moment, make a phone call and correct the situation. My account number is XXXX
Company Response:
State: SC
Zip: 292XX
Submitted Via: Web
Date Sent: 2018-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper mortgage servicer sent XXXX county tax to wrong address for thousands of customers! My property taxes are supposed to be paid from my escrow account with my loan servicer, Mr Cooper. When I logged in to XXXX county treasurer to make sure taxes where paid, it said they were not. I called Mr Cooper and automated service said the correct amount was dispersed from my escrow account weeks ago. However, when I spoke to a representative, she admitted that the payments for thousands of XXXX county residents had been sent to the wrong address and they are working to correct it. When asked about who will cover the accruing interest and fees, she said they would. However, I can easily see them trying to take it out of people 's escrow accounts instead of covering it themselves. Someone screwed up really bad!
Company Response:
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2018-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018 I posted the monthly payment due XX/XX/2018. Instead of posting it as a monthly payment, the company posted it as additional principal. I had CLEARLY indicated it was a monthly payment but they ignored this. This has happened before in the past and they have not fixed the recurring problem.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NAtionstar/Mr.Cooper Mortgage compnay transferred my mortgage to another compnay after they trasferred my mortgage they changed XXXX XXXX XXXX and XXXX CURRENT STATUS to PAST DUE.??? this is incorrect the mortgage payments were not late and they have no right to change status from 10 months ago!!!
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This letter is being emailed and sent to : The Offices of XXXX XXXX XXXX XXXX XXXX Mr. Cooper/Nationstar Mortgage and copied to : The Office of XXXX XXXX - Texas Attorney General The Office of XXXX XXXX XXXX County District Attorney The Office of XXXX XXXX Finance Commission of Texas The Office of XXXX XXXX Texas Department of Banking The Office of XXXX XXXX Consumer Financial Protection Bureau This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). I am writing because Mr. Cooper/Nationstar Mortgage has not acted in Good Faith as it pertains to my mortgage and what has transpired since Hurricane Harvey and the forbearance that was offered to us as a result of the storm. After Hurricane Harvey, Nationstar reached out to us and offered a forbearance for our XX/XX/XXXX XX/XX/XXXX payments. And, that the 4 payments would be put at the back of my current loan. We were told that we didnt have to fill out any paperwork and we would begin making our regular monthly payments again in XX/XX/XXXX. When I reached out to my loan specialist XXXX XXXX in early XX/XX/XXXX, I could not reach her. I was directed to the general customer service department. I was informed that ; 1 ) many clients were in a similar situation as I, 2 ) Mr. Cooper was behind in processing paperwork, and 3 ) I would receive my paperwork no later XX/XX/XXXX. From that point for the next several months, I received a different response ( every time I called ) as to the status of my loan and the forbearance. I was informed on several occasions, however, by multiple customer service representatives ( and supervisors ) that my account was still under review and to not make a payment ( I have recorded conversations to verify this ). After contacting Mr. Cooper for the 20th time in XX/XX/XXXX to resolve my delinquency, I was informed by a customer service manager that we didnt qualify for the forbearance ( because we were behind on our payments ( which was inaccurate ), and that we needed to start making payments. We made our XX/XX/XXXX and XX/XX/XXXX payments and when we attempted to make our XX/XX/XXXX payment, we were prevented from doing so. We were also told that our account was again under modification review, yet we could only make a payment if we could pay the past due balance in full. We were not offered a reasonable solution to cure our mortgage delinquency. We are simply seeking a resolution to this matter, in good faith, by Mr. Cooper/Nationstar Mortgage. We were originally offered a forbearance ( in XX/XX/2017 ), not a loan modification, and we are asking that our loan servicer and investor keep their commitment. Had we been offered a modification, we would ( and could ) not have accepted their offer.
Company Response:
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I signed a modification agreement ( HFA Modification ) with the federal government that supersedes any other agreement. It was for the entire loan balance at that time. My original mortgage note was fixed, I never had an adjustable rate loan. The agreement I signed states that the interest rate is 2.375 and it may be adjusted only if my original note was an adjustable loan. That is not the case Every year Mr. Cooper FKA XXXX XXXX tries to increase my payment. I made a complaint previously about them and they apologized and fixed it. Now they are doing it again. Please help me.
Company Response:
State: FL
Zip: 33193
Submitted Via: Web
Date Sent: 2018-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nstar/Cooper is reporting a negative balance and negative account since XX/XX/2013 and the account was taken care of in the loan modification in XX/XX/2013.
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: since XX/XX/2017 I have been calling and sending them copy of my taxes and insurance they had the wrong amount on both which caused me to have to pay more in payment because it took them so long to get it right, now the account is paid on time as of XX/XX/XXXX.XX/XX/XXXX was paid by due date, im in the process of asking them to correct my credit and late charges because of their fault in correcting my account to show the proper amount they owe me money. I was diagnose with XXXX in XXXX had XXXX in XX/XX/XXXX which did not help the situation either, but never the less they XXXX up my account so bad and everytime I called to get it right I had to start from scratch, it was not easy dealing with XXXX XXXX recovery theraphy and now finally XXXX medication which are also very expensive, when they are charging me the wrong amounts making my pmts over hundred s of dollars over the correct amounts every month just because one side don't know what the other hand is dong they cant get it right until I took over so they get it fix. this has been a big problem for us. please have then correct this information thy are reporting which is incorrect. thank you mr and mrs XXXX it is not fair to the consumer
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I knew that the we wouldn't have XXXX 's mortgage payment because we were evicting the tenants. I contacted Mr. Cooper in XXXX to let them know and begin working on the loan modification process. Since XXXX I have uploaded and emailed over 40 times to get them the required documents. They have lost several, allowed others to expire, and ignored several. We have spoken with numerous supervisors that promise to help but afterwards we are never able to reach them again. People call us to tell us we are missing documents and when I tell them I resent said document they suddenly are able to find it. I have emailed XXXX XXXX ( she uploaded documents for me on XX/XX/XXXX ). I spoke on the phone with XXXX XXXX ( supervisor ) on XX/XX/XXXX and we emailed back and forth the things he said they still needed from me. I sent those forms to him on the XXXX. He promised to help, call me back, and respond to my emails, but I never heard back from him. On XX/XX/XXXX I emailed him requesting an update on the loan modification and I didn't get a response. On XX/XX/XXXX is when we spoke with XXXX XXXX and he told us " this will be the biggest headache of your lives and at the end of the day they are still going to take your house ''. Nonetheless, we continued to send forms in and I tried to reach out to XXXX XXXX again and to XXXX XXXX ( my personal loan specialist ). XX/XX/XXXX I spoke to XXXX XXXX ( another supervisor that promised to help but didn't ) and I emailed her forms to upload. I had to email to request uploads because their website can't upload documents that are " too large '' .On XX/XX/XXXX I spoke to and emailed documents to XXXX XXXX ( another supervisor that didn't help ). I was sent a response email stating to call Mr. Cooper for any questions or concerns. I emailed forms to XXXX on the following dates XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and today XX/XX/XXXX. This is not counting the forms I was able to upload myself via their website. This company is so disorganized. They are liars and scammers and they play with peoples emotions hoping that we will get tired and give up. We have been trying for months to resolve this issue and they are not doing their part. In the meantime my account if accumulating outrageous late fees and penalties and this is destroying my credit. We have since gotten new tenants and they are harassing them with visits and mail about foreclosure.
Company Response:
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: About a month ago I got in touch with a account specialist at mrcooper I am really greatful that mr cooper is offering me a new modification due to the disaster that I encounter months ago it was a really big help I am very thankful and for ever thank mr cooper for their big help. Now Im a little disappointed that as much as I try talking to an account specialist regarding the new payment of the new modification of XXXX its still a bit high I want to ask mrcooper investor or investors if there is more than one to please reconsider my age and now that Im a senior. I want to continue with my home and start fresh I also want to mention you once again that if the disaster wouldnt have affected me I wouldnt be in this situation right now and of course would be current before the disaster I had a family emergency that cause me to fall behind one or two months but I still kept on giving my payments also after the disaster 3 months lower payments that I completed I still continued giving my payments. I understand that Im not current at the moment but it is my priority to keep up and to keep my home but it is necessary for you to understand that I have a neighbor whom is an attorney and he advice me to ask you to lower my payment a little less from the XXXX I would like to keep the 3.00 interest that you are giving me and offered me in the previous modification. The payment back than was XXXX Please help me get a payment from XXXXto XXXX Im not asking you for a big difference only to drop the payment XXXX or XXXX less but I will be happier if its a little more than than and keep the 3.00 interest. The attorney said if you are offering me a new modification the new payment should always be less than your previous payment which was XXXX it should be less if my lender is offering me a new modification and keeping the same interest. Please help me I want to keep my home and start making my first trial modification payment this XX/XX/2018 or XX/XX/2018 It is my priority to keep my home and Im a senior citizen whom is asking you for your help by keeping he same interest at 3.00 and have you lower my payment a bit less than XXXX
Company Response:
State: IL
Zip: 60804
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A