Date Received: 2018-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MrCooper XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX This short sale has been open in XXXX since XX/XX/XXXX over 2.5 months ago. On XX/XX/XXXX we received a counter offer from MrCooper. On XX/XX/XXXX we sent a HUD and addendum showing the buyers agreed to the counter offer from MrCooper. Since then MrCooper HAS DONE NOTHING. No one will respond to us in XXXX We are being IGNORED by the negotiator and management. Today we finally found out that THE BUYERS ACCEPTANCE OF THE COUNTER HAS NOT EVEN BEEN SUBMITTED FOR APPROVAL. *************ITS BEEN TWO WEEKS AND NOTHING HAS BEEN DONE!!!!!!!!!!!!!!!! This is NOT Acceptable. The rep we spoke to today said something about restructuring and it is clear MrCooper is UNDERSTAFFED AND MrCooper is NOT ABLE TO SERVICE THEIR LOANS. I want an immediate status of the approval letter, without further delay or paltry excuses.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is rejecting my money. Mr. Cooper is trying to purposely put me in foreclosure and take away my home by purposely rejecting my payments. Please help!
Company Response:
State: CA
Zip: 93304
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Be advised that Nationstar 's response, is factually incorrect, to my CFPB complaint # XXXX. " Please be advised the customer is represented by counsel. The response will be sent directly to their office. '' Unfortunately, all mail sent to my former counsel is returned back to Nationstar which means I may never have an opportunity to review their reply to my complaint. I want to point out that the counsel they are referring to has not represented me since at least XX/XX/2017 as identified within the complaint as Exhibit C in which my then attorney notified both Nationstar and the trustee XXXX XXXX that he no longer represents me and that all future mailings need to be addressed to me directly. Thereby Nationstar have failed to update there records. Nationstar have been Noticed on several occasions to the fact that I am to be included in ALL correspondence, Nationstar fail to comply in this matter and further Nationstar have been additionally noticed that my attorney no longer represents me, on more than one occasion. If Nationstar had been diligent in actually reading the complaint in its entirety then Nationstar would have been made abundantly clear to this fact as it is outlined within the complaint. Apparently, Nationstar are of the mindset to simply ignore legitimate complaints, as is seen in this instance. Clearly they have no respect nor honor in their dealings with their " customers '' as this portrays a systemic lack of good faith and is absolutely worrisome to me the homeowner. As Nationstar know full well, by complicating this matter, to the extent that the foreclosure sale is actually completed, having the sale reversed or undone, is extremely complex and burdensome to homeowner, this being a tactic not uncommonly used to crush homeowners by giant billion dollar corporations such as Nationstar. If this is not Nationstar 's modus operandi, then Nationstar would have observed within the complaint that I need to be responded to directly and the former attorney of record be removed from correspondence. Perhaps Nationstar feel it is advantageous to play these games in essence the response shell game to there benefit as the complaint clearly outlines how Nationstar have yet again violated Washington State law and the ruse Nationstar uses to complicate this matter, by failing to respond in any way effectively to the homeowner. This is precisely a pattern of willful and deliberate indifference from Nationstar and should be noted for the record. Moreover, how can Nationstar work with me when they won't even send me mail ... any mail whatsoever? Sincerely, XXXX XXXX
Company Response:
State: WA
Zip: 98597
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom it May Concern : Back in XXXX of XXXX we had a mortgage litigation case against our mortgage servicer dismissed by a federal district judge. Our forclosure date is XX/XX/XXXX or 10 days from now. We are trying to work things out with the mortgage serivicer, Mr. Cooper/Nation Star but they won't allow us to do anything because they say the account is in litigation even thought it has been almost eleven months since the case was dismissed. We are not allowed to communicate with the trustee sale law firm because they are saying the account is in litagation, which at this point it is not and hasn't been since XXXX of last year. This denies us any attempt at a work out such as a loan modification.This is not right and seems to be illegal. Because of this delay, we are losing out on a chance to save our home from foreclosure. We are just the little guy being subjected to the illegal actions of XXXX XXXX. Sincerely, XXXX & XXXX XXXX
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The lender stole my principle and charge ridiculous " lend paid expenses '' without any notice during both XXXX and Mr.cooper transferred loan service. I have tried to contact for 3 weeks. they stated they investigate each other for long time. I have required Mr.cooper to correct the mortgage statement ( XX/XX/XXXX ). I did Loan modification on XX/XX/XXXX. new principal balance : {$280000.00} include ( Interest Bearing principal balance : {$220000.00} + Deferred Principal Balance : {$600000.00} ). Pl. see attachment ( loan modification ) I had paid the principal {$46000.00} to XXXX from XXXX. Pl. see attachment ( XXXX XXXX page1-9 ). Actually all principal were deducted to Non-interest bearing {$60000.00} ( deferred principal turned to advanced principal ). XX/XX/XXXX reversal to {$14000.00} to Bearing Principal balance ( {$240000.00} ) Pl. see the attachment /XXXX page 9, bottom line. We have paid the principal {$230000.00} from XX/XX/XXXX to XX/XX/XXXX. Pl. see the attachment /mr.cooper. Until XX/XX/XXXX we have {$9900.00} balance. add {$60000.00} ( see attachment New file ) New principal balance : {$280000.00} - {$46000.00} ( XXXX XXXX ) - {$230000.00} ( Mr. Cooper ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - {$9900.00} Due they don't response my email and answer my call. I require pay off letter by online. I got pay off letter on XX/XX/XXXX. {$60000.00} turned to Lend paid expenses ''
Company Response:
State: VA
Zip: 22033
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I received papers stating I was being sued for not paying the mortgage on my property. I called my lawyer, XXXX XXXX XXXX, who agreed to meet with me at a XXXX Gas Station to retrieve the papers. XXXX XXXX XXXX took the papers from me without a discussion of price and assured me that he would appeal the case. XXXX XXXX told me not to worry. There was a court date scheduled for XXXX that was canceled for a reason unbeknownst to myself. Instead, in XX/XX/XXXX XXXX XXXX and his associate approached my wife and I with non-disclosure agreements that we both chose not to sign. From XX/XX/XXXX-XX/XX/XXXX, I heard nothing form the lawyer until my wife and I received two subpoenas to appear in court on XX/XX/XXXX to settle {$70000.00} accrued in attorney fees from the case. Confused and obedient, my wife and I attended court on XX/XX/XXXX. XXXX XXXX never spoke with us about what was occurring leaving my wife and I uneducated and underrepresented. During court I told the attorney I did not have any idea of the agreement and did not understand what was happening. During the hearing, I heard the bank and lawyer conversing and alluding to where the check would be sent and in whose name it would be in. I am concerned that I was underrepresented and taken advantage of throughout the course of the case. My lawyers failure to be ethical and transparent has damaged my livelihood and contributes to my on-going XXXX XXXX and medical conditions of which I have been hospitalized multiple times throughout the tenure of this case.
Company Response:
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2018-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a partial payment through Mr. Cooper 's website that allows for partial payments before your payment is due. On XX/XX/XXXX I submitted a {$450.00} partial payment to go towards my payment that was due on XX/XX/XXXX. Mr Cooper misapplied this payment and put it towards the additional principal. I called to have this fixed. Mr. Cooper then reversed the payment to additional principal and applied it correctly towards a partial payment. When I went to pay the balance ( before my XX/XX/XXXX due date ), I see they reversed the partial payment and once again applied it to additional principle. I called again, and Mr. Cooper once again fixed the issue. Now on XX/XX/XXXX I go to make the remaining payment and noticed that Mr Cooper once AGAIN reversed the partial payment and applied it to the additional principle. Now I have been on hold XX/XX/XXXX from XXXX and it is now XXXX ( 2 hours with no fix ) so I can pay the remainder of my balance that should be due. They are showing I owe the full months payment and will not apply my partial payment funds correctly.
Company Response:
State: SC
Zip: 29410
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a customer on Nation Star mortgage since somewhere around XX/XX/XXXX, after they had bought the loan from XXXX XXXXXXXX XXXX. XXXX XXXXXXXX XXXX reported that the account was not current, and I was a month behind. I spent many hours with Nation Star rep 's about bringing my account up to date. It was understood that I needed to pay an additional sum of {$940.00} to bring the account up to date. I made additional payments to Nation Star with separate checks, paying the {$940.00}. At that time my wife and I decided to enroll in the auto pay program to avoid any problems in the future. The account had been set up and we were paying on a schedule. After a while we stopped opening the monthly Nation Star mail. It just confirmed the payment made. This process continued for a five year period. We did not get any phone calls, nor emails concerning a problem with the account. InXX/XX/XXXX we received an envelope from a business titled " Mr Cooper ''. being unaware of any business titled " Mr Cooper '' we opened the envelope. We learned that Nation Star was now Mr. Cooper. We had been paying {$3700.00} electronically for five years. Now with this letter from " Mr Cooper '' our monthly payment was {$5000.00}? There was no explanation provided. The difference in the payment was {$1200.00} which was listed on the ( total fees and charges ) line of the statement. We called the next day and learned that the payment we made to bring the account current was never applied? They did not have any records showing the payment. One of the reps stated that the extra funds could have been applied towards your principle instead of towards the shortage in the account. I attempted to resolve the problem and called the Mr. Cooper office numerous times with no results. One call was placed to a rep identified as " XXXX '' XXXX. She suggested that I call her back tomorrow, and she would connect me to the office where they can negotiate a payoff. I called her several times over the next 3 days, and never got a response. One rep stated, " don't worry about it, you wont be asked to pay until you sell your house! '' This lending institution is NOT willing to help no matter how hard you try! They refused to provide me with their cooperate number and suggested that I write a letter.
Company Response:
State: NY
Zip: 10956
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper CFPB Complaint Summary The mortgage company, Mr. Cooper, failed to pay property tax bill due XX/XX/XXXX from escrow account. We called Mr. Cooper roughly six times with no resolution. Having lost confidence in Mr. Cooper to address the issue, my wife and I paid our property tax bill on XX/XX/XXXX from our personal bank account with the accrued 10 % late fee. The property tax bill was {$3800.00}. The late fee was {$380.00}. The total paid from personal bank account was {$4200.00}. Mr. Cooper failed to address the issue and in most cased failed to even acknowledge the issue. We requested our escrow account be closed on XX/XX/XXXX and received confirmation of escrow closure from Mr. Cooper on XX/XX/XXXX. We received our escrow funds on XX/XX/XXXX. However, the 10 % late fee that was paid from our personal account, not from escrow, was not refunded as was indicated it would be. On XX/XX/XXXX, we called Mr. Cooper and requested a refund for the 10 % late fee that we paid out of pocket. The representative at the time acknowledged that Mr. Cooper failed to pay our taxes and that the late fee was incurred. The representative acknowledged that we paid the bill out of pocket and that Mr. Cooper owed us a refund for the late fee. She gave instructions on how to request the refund, which included faxing the following to Mr. Cooper : 1 ) cover letter explaining the issue 2 ) copy of the property tax bill 3 ) property tax payment receipt showing we paid the bill with late fee. The documents were faxed on XX/XX/XXXX. No response was received from Mr. Cooper. Over four to six subsequent calls to Mr. Cooper, the issue was explained over and over, to a new representative each time with no prior knowledge of the case. Each representative had different responses. Some clearly acknowledged we were owed the 10 % late fee of {$380.00}, while others insisted Mr. Cooper owed us nothing. None acknowledged that a fax was received, even after verifying the fax number on the fax confirmation page. Each call ended with Mr. Cooper assuring me a refund check was coming for the late fee. Two representatives said they would call back the following day after researching, and never did. Again, on XX/XX/XXXX, I called Mr. Cooper to follow-up and, again, I had to explain the issue for the first time to a new representative with no prior knowledge of the case. After approximately 15 minutes the representative, XXXX XXXX agreed that Mr. Cooper owed us a refund for the 10 % late fee. He apologized and provided his email address at Mr. Cooper to follow up if we hadn't received a check in 15 business days. After waiting the recommended period, no check came. I followed up with XXXX on XX/XX/XXXX and received no response. This was the final correspondence. It is my believe that Mr. Cooper has no intention of refunding our late fee of {$350.00}.
Company Response:
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper purchased our home loan during sometime around XX/XX/2018 and since XX/XX/XXXX of this year when they incorrectly complied our escrow payment increasing our house payment XXXX a month from XXXX TO XXXX. To continue the issues, they then incorrectly applied our XXXX electronic payment towards principle and not towards our loan on several occasions. These two events have compound and incorrectly caused undo stress and hardships on my family. XX/XX/XXXX PAYMENT OF XXXX was sent and received to Mr. Cooper. XX/XX/XXXX Late fee was applied of XXXX. XX/XX/XXXX- Received bill stating our Monthly payment had increased from XXXX to XXXX. Additionally, bill stated XX/XX/XXXX payment would be XXXX XX/XX/XXXX- Received a letter stating our payment of XXXX was not received on XX/XX/XXXX. XX/XX/XXXX- Received a letter stating our loan was in default. Total amount due was XXXX XX/XX/XXXX- Contact Mr. Cooper agent at XXXX XXXX to inquire about issues with incorrect billing and delinquent notices. Spoke with a nice agent name XXXX, notified us that XXXX went incorrectly to principle and not towards interest/escrow/loan. She transferred the payment manually and removed the XXXX late fee. Additionally, she transferred us to another department, spoke with XXXX, to correct the issues with escrow being incorrectly multiplied and received notification that our monthly payment went down to XXXX. Furthermore, we received notification that we overpaid our escrow and would be receiving a check for XXXX. XX/XX/XXXX Received a letter notifying that payment was inappropriately applied payment to unapplied funds account and our account was delinquent XXXX. XX/XX/XXXX Received notification that XXXX XXXX would be our dedicated loan specialist a he would help us resolve our financial issues. Seeings that the only issue I have is that Mr. Cooper can do simple accounting, I presume firing a few people would be appropriate. Did not contact XXXX XXXX. XX/XX/XXXX Received certified letter stating our rights and that there is a attempt to make collection on XXXX loan. XX/XX/XXXX Received another letter from XXXX XXXX about available loss mitigation. Did not contact XXXX XXXX as there has been nor should have been any issues. XX/XX/XXXX Spoke with XXXX again, told here that our payment wasn't correctly applied again to loan. Submitted two payments that day for XXXX and an additional, XXXX. The XXXX I believe is a overcharge from the original SNAFU ESCROW issue. Was notified that account was up to date we could ignore the collection notifications. XX/XX/XXXX Received letter from Mr. Cooper stating we owe XXXX. XX/XX/XXXX Received loan statement that regular monthly payment is XXXX but we amount due is XXXX and XXXX payment was not correctly applied again. I will continue to work with Mr. Cooper but they continue to incorrectly apply payments and can't seem to do proper accounting.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2018-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A