Business Profile

Mortgage Broker

Mr. Cooper

Complaints

This profile includes complaints for Mr. Cooper's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,292 total complaints in the last 3 years.
794 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was recently under Bankruptcy Protection and incident occurred where a payment was not applied to my mortgage on 4/13/2023 stated. By Mr.Cooper but was not informed to My attorney or myself, in light of the situation, Mr.Cooper waited until I was discharged from Bankruptcy Court to address the issue. I paid my mortgage after being discharged from Bankruptcy Court starting 6/01/2023 , I started paying my mortgage directly to the lender and after several payments they took my payment on 09/28:2023 and applied to the mortgage payment for 4/13/2023 that was under Bankruptcy Protection, The money for that payment is in Bankruptcy Court as unclaimed funds they are supposed to be in the process of claiming the funds but no action has been taken, but they are penalizing me by charging me late fees and showing my October payment as unpaid, but they took my payment and applied it to a bankruptcy payment that I paid through deductions on my job while working with ************************, so they are making me pay twice for a debit that I had no knowledge of and should have been addressed before my Bankruptcy Case discharged. Mr. Cooper did not Notify , the proper parties of this incident but are now taking my money without my permission or knowledge until 9/28/2023 which isnt right because I was protected by law by Bankruptcy Court. Therefore my mortgage history shows delinquent because of their failure to properly investigate this matter while my bankruptcy case was still active. I need my money applied to my mortgage and late fees waived because this negligence on Mr.Cooper not myself. Thank you for any assistance you can provide. Thank you
Business Response
Date: 11/13/2023
Hello,

Please see the attached resolution letter.
Customer Answer
Date: 02/28/2024
My mortgage payment was taken by Mr.Cooper. and applied to my bankruptcy payment without my consent. A check from Bankruptcy Court was sent to unclaimed funds and has been sitting in ** Bankruptcy Funds sense 04/13/2023 without Bankruptcy Court or Mr. Cooper informing me or my Attorney that the money was missing. So after three months of my Bankruptcy case being dismissed, they came and took my mortgage payment on September 28/2023 and applied to the missing payment that was not claimed in ***** and applied my October payment to that months payment for ***** leaving my mortgage payment delinquent and I reached out to Bankruptcy Court and they refunded the money to Mr. Cooper and they have yet to apply the payment to the account to bring it current. Im stressing about the fact that its going to affect my credit score and this entire situation is so unfair to me, I believe its racism because I feel if I was Caucasian this would have been resolved and not *********** months to resolve this problem. Thank you
Business Response
Date: 03/08/2024
Please see attached
Initial Complaint
Date:10/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I was notified this company bought my newly refinanced loan, loan completed Oct. 4th. Now these people want me to pay my first payment earlier, December 1 instead of the agreed January 1 date. I don't think I should have to make the payment a month earlier.
Business Response
Date: 10/31/2023

Dear *************************:

Thank you for reaching out to us.

We received your letter through the Better Business Bureau (BBB) on October 24,2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

After reviewing your account, we found that the servicing of your account was transferred from ******** Financial ******** **** to Mr. Cooper, effective October 24, 2023. The account was boarded into our system of record on October 24, 2023, with a next payment due date of December 1, 2023. Our records do not reflect that you were contacted by a representative of our office regarding an installment being due.The Welcome Letter mailed to you on October 25, 2023, advised that the prior servicer would no longer accept payments from you after October 24, 2023.Please understand that this was not a request for payment, but an indication of when the prior servicer would not accept any form of funds from you for the above-mentioned account.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:

Welcome Letter
Transaction History

If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (**), Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mrcooper.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
******, ** **********
Phone: **************
E-mail:****************************************************

Enclosures 2
By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

Hud.gov
Neighborworks.org
Initial Complaint
Date:10/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There was a settlement agreement between the insurance company "SafePoint" and us, the insurance company mailed a check to us for $22575 after the settlement agreement was signed and assigned. The repairs were done 12 month before (Oct 2022) the settlement agreement. Proof of repairs including *********** inspection documents were provided to the mortgage company for check endorsement so we can get our money back. The Mortgage company Mr. Cooper is refusing to return the endorse check and have been held the check for the last 2 weeks saying that there is not enough proof; after submitting all legal and compliance documents in existence. I requested an inspection from them to be send to our property for them to rectify that the repairs were done under compliance. They still haven't done so. They havent call me back and I had to call already more than 10 times without any resolution. In addition, eveytime I call I have to sart all over again. I paid $16000 our of my pocket a year ago to repair ( a brand new roof was done to replace the older one) and I want legitimately my money back from my settlement agreement.
Business Response
Date: 11/13/2023
Please see the attached.
Business Response
Date: 11/14/2023
Please see the attached.
Initial Complaint
Date:10/23/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mr ********************** acquired my home mortgage servicing from ***** Fargo. Every since then, I have had a barage of unsolicited phone calls, us mail, and emails begging me to refinance to a larger rate. They are relentless. Disrupt a weekly living and their phone people, even with 3 polite warnings, simply dont go away unless you simply hang up on them. They use deceitful tactics to get you to talk in the phone.New company name, same old c*** Avoid this company at all costs. I unfortunately was forced to due to mortgage sale industry.
Business Response
Date: 10/27/2023
Dear *******************************:

Thank you for reaching out to us.

We received your inquiry through the Better Business Bureau (BBB) on October 23, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

We regret any inconvenience caused by the recent phone calls, emails, and mail you have received from Mr. Cooper. Please be advised that as of the date of this correspondence, Mr. Cooper has removed you from receiving future marketing solicitations, however, it may take up to 30 days for your request to be fully processed.

While we understand the frustration expressed in your correspondence, Mr. Cooper respectfully refutes any allegations of fraudulent or deceptive business practices, as we can confirm that our servicing of this loan is in full accordance with the terms of the loan, as well as all state and regulatory laws.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined an error occurred because you received unwanted phone calls. You have the right to access the documents we used in this investigation, however, only our internal systems were used.

If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (**), Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mrcooper.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,
*****************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
******, ** **********
Phone: ************
E-mail: ********************************************************

Customer Answer
Date: 10/30/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:10/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In February of 2023 I was contacted by my mortgage company and they asked if I wanted to go on a short term payment plan so that I could catch up on the month that I was behind. Agreed and they increased my payment 1/6th the amount to cover the missing payment. Nearing the end of the payment arrangement they contacted me and told me that there was an escrow shortage and that my payment would be going up. They said they would let me know at a later time. About a month later they said my payment would be going up from **** to **** to cover the shortage. All the while still reporting me late to the credit bureau. I advised them something isn't right. I did some digging on my own and found out that they paid taxes on the property next to mine that I did not own. I was being charged for 2 school taxes and 2 County taxes on the sum of ***** in escrow shortage. I contacted them and they vehemently argued that the address next door was where I lived and I absolutely owed those taxes. I contacted them consistently complaining for them to fix this and conduct a new escrow analysis to no avail. I would like for them to reset my payment back to the **** what it was before the payment arrangement, show my account current and stop the foreclosure. They have admitted that the 3rd party payment company has received the money back from the tax office and they were waiting to be notified that they received it. They have conducted a new escrow analysis and it is still showing the ****** shortage and a new payment of ****. This is still incorrect. I have virtually no other issues on my credit report other than a few late payments this is totally unacceptable not to mention when I just tried to call them to discuss, I was hung up on by the representative and the automated service. I believe this company is attempting to steal my propert by putting me into foreclosure. Also, I am current with 2023 taxes.
Business Response
Date: 11/13/2023
********************************;                                                                                                                   November 13, 2023

ACCOUNT INFO
LOAN NUMBER: 0685152597
BBB CASE NUMBER: 20762520
REFERENCE NUMBER: 0007576763
PROPERTY ADDRESS:
********************************************>***********, ** 18360

Mortgagor:
*******************************

******************************************;

***********,** 18360

Dear ***************************:

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on October 23, 2023. After an investigation, we are sharing with you what we found.

Property Taxes

In your correspondence, you stated that in February 2023, you were contacted by Mr. Cooper and asked if you wanted to go on a short term payment plan so that you could catch up on the month that you were behind. You also stated that Mr. Cooper told you that your payment would be going up from $1,760.00 to $2,900.00 to cover an escrow shortage, all while still reporting you late to the credit bureau. You further stated that you found out that Mr. Cooper paid taxes on the wrong property next to yours that you do not own. As stated in the correspondence dated November 3, 2023 previously sent to you through the Consumer Financial ***************** (CFPB), please be assured your trust and business are very important to us and your positive experience is our first priority. However, on October 31, 2023, Mr. Cooper became the target of a cyber security incident and took immediate steps to lock down our systems in order to keep your data safe.

Review of the account determined that you spoke with a Mr. Cooper agent on September 6, 2023 regarding the taxes paid for your account. The agent submitted a request to our ***************** to review the loan for any necessary corrections.

The review was completed on September 14, 2023 and it was determined that Mr. Cooper received an incorrect parcel number for the property at the time the loan boarded our servicing platform on September 2, 2021. As a result, the ***************** updated the account with the correct parcel number of ********* and requested a refund in the amount of $11,037.04 from the county.

At the time of the previous correspondence dated November 3, 2023 previously sent to you, we were working to advance a credit in the amount of $11,037.04 back to the escrow account as we were still pending a refund from the county of the funds that were previously disbursed. On October 31, 2023, funds in the amount of $11,037.04 were deposited into the escrow account. Therefore, an off-cycle escrow analysis was generated on November 10, 2023 as our systems became available and will be sent to you under separate cover. Effective January 1, ****, the monthly mortgage payment will be $1,541.22.

We received your credit reporting inquiry on September 2, 2023 regarding the credit reporting for your account. After reviewing the account and payment history, it was determined that no errors were found in your credit history, as reported. Mr. Cooper is required under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA),to report complete and accurate information to all credit bureaus. Mr. Cooper is also required by federal law to report accurate payment activity to the credit reporting agencies based on actual events. Our records indicate that we reported your account accurately for the months of March 2023 through August 2023; therefore, we determined that a credit correction is not necessary at this time.

We value you as our customer and are truly sorry for any inconvenience or concern this incident may have caused. Please be assured your trust and business are very important to us and your positive experience is our first priority.

RESPA RESPONSE TO NOTICE OF ERROR

Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred at the time the loan boarded our servicing platform on September 2, 2021, regarding an incorrect parcel for the property being provided to Mr. Cooper. We corrected the error by updating the parcel number and requesting a refund of the previous funds disbursed to the county. However, it was determined that no error occurred regarding the credit reporting for the account as ********************** is required to report complete and accurate information to all credit bureaus. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Prior Letter
Repayment Plan Letter
Research Letter
Transaction History

If you have any questions, your Dedicated Loan Specialist is *************************** and can be reached at ************ or via mail at ********** ****************************************************************** Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT),Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*******************
Mr. Cooper
Customer Relations Specialist
PO Box ******
******, ** 75261-9741
E-mail:**********************************************
Phone: ************

By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

Hud.gov
Neighborworks.org
Initial Complaint
Date:10/20/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mr ****** is the mortgage holder for my home. I make on time payments every month to this company directly through my bank. I actually make over payments. I made a request to have my escrow account removed and they are telling me my payments have been delinquent due to the fact that almost every month they apply my payments to the wrong area. I have to call every other months to have funds reversed and applied to the correct places. Mr ****** keeps telling me that I don't fit the guideline to remove my escrow when I do. They are the only reason my payments are messed up and misapplied each month. No one calls back or have even tried to resolve the issue. I want this company to take responsibility for their mistake and remove my escrow account.
Customer Answer
Date: 10/20/2023
I don't have any correspondence, I filled out a request form on their website asking for the escrow account to be removed. The only thing I might be able to provide is the letter they sent telling me it was denied and to call them. I could try to send my payment history to show I paid on time. Please advise.
Business Response
Date: 11/14/2023
Hello. Please see the attached response and enclosures. Thank you.
Customer Answer
Date: 11/14/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:10/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2020 $1000.00 was taken out of my escrow account and I never received my money back. The last couple of months Ive received late payment on my payment voucher. I called mr ********************** in **** to get it straightened out. I was told that $522 was just sitting there, wasnt applied to my account. She said it had been sitting there since 2020,. She said that if I paid my payment for **** plus $241.00 it would get my account straight. She took ****** out of my bank account over the phone. Now they are telling me that Im $411.00 behind, I got a letter saying Im $397.00 behind. I have never missed a payment on my house. I asked what month did I miss. First I was told **** of 2020, I found my receipt for **** then I was told not **** but December of 2020 , I found that receipt ,called them , I was told not December but November of 2020.I asked to speak to a manager I was told there was no manager. He said that he called the back office for help. I asked for that number he said theres no number. He connected with them through chat. I asked for that information he said he couldnt give it to me. I asked him to listen to the recording from the first on this past **** when the young lady said that the $754.00 would make the payments straightened out. He said he couldnt listen to it. I cant believe this is a real company. PLEASE HELP !!
Business Response
Date: 11/02/2023
Hello,
Please see the attached Resolution letter.
Customer Answer
Date: 11/08/2023
I am rejecting this response because: I dont see where they are saying that they did something wrong. I didnt see a response saying that they were going to fix their mistake. They cant even tell me when I missed a payment. That is because I have never missed a payment. I dont owe them any money, they owe me.
Business Response
Date: 11/16/2023

Dear *************************:

Thank you for reaching out to us.

We received your email on November 8, 2023, via the Better Business Bureau (BBB) and have put together this reply with information that we hope will address your concerns. After an investigation, we are sharing with you what we found.

After reviewing your account, we found that we previously addressed your concerns in a correspondence received from the Better Business Bureau (BBB) on October 20,2023, in a Response Letter dated November 2, 2023. We have provided the details of our response below as the complaint detail you provided to the BBB is the exact information received on October 20, 2023.

In our prior response to the BBB, we advised that our records show that follow up calls were placed by Escalations Manager, *********************, on both October 23, 2023, and October 25, 2023; however,we were unsuccessful in reaching you and voice messages were left.

Additionally, we spoke with you twice on October 26,2023. During the first phone call, you were advised that we would review the call from June 1, 2023. A second phone call was placed to you on October 26, 2023, during which we explained our findings.

We have confirmed that during the phone call on June 1, 2023, we explained that there were funds in the amount of $763.37 in the suspense account. When the payment of $754.41 was made it was combined with funds in suspense to cover the April 2023 and May 2023 installments, but was short the $397.27 to complete the June payment. This account still reflects an amount due of $397.27 to complete the November 1, 2023,payment.

Unfortunately, we have confirmed that an error occurred because during the call on June 1, 2023, the agent provided incorrect information regarding how the funds in suspense would be applied to the loan. This error was corrected on October 26, 2023, when you were approved for a repayment plan.

This loan was in an active bankruptcy status under the chapter 13 bankruptcy that was filed on July 27, 2018,which closed on September 6, 2023. During an active bankruptcy, any escrow refunds are sent to the bankruptcy trustee.

Our records reflect that there was an escrow deposit in March 2020. The county taxes were disbursed on November 2, 2020, in the amount of $599.81. There was an escrow advance on December 2,2020, in the amount of $294.01, and there was no escrow refund warranted in 2020. Please note that the only funds taken from the escrow account in 2020,were for disbursements made for taxes and insurance. The attached transaction history reflects the dates the disbursements were made.

We assure you that the situation you described is not typical of the quality service we are committed to providing and is an isolated incident. We recognize the inconvenience expressed in your inquiry and assure you that we are working to resolve this matter for you as quickly as possible.

According to our records the account has been paid for the coming month until the August 1, 2020, installment was not received in the current month. The August 1, 2020, monthly installment was not received until September 5, 2020, and the subsequent payments were received within the month they were due.

Our research indicates the payment history appears to be reported accurately to the main credit repository agencies (Transunion, Experian, Innovis and Equifax). Please be advised that under section 15 U.S.C. 1681s-2(a)(1) of the Fair Credit Reporting Act (FCRA),Mr. Cooper is required to report complete and accurate information to all credit bureaus.

If you have any information that a particular credit reporting company is reflecting our reporting on your account inaccurately, there are further steps that you can take to dispute the information they are reporting. Information on how to dispute errors by the credit reporting companies can be found at the Federal Trade Commissions website:www.ftc.gov/bcp/edu/pubs/consumer/credit/cre21.shtm.

If you have any documentation to substantiate the information, we provided is inaccurate,please send these documents to our ******************* using the information listed below:

Mr. Cooper
Attention: *******************
***********************************************************************************
Fax: ************

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no new error occurred from our prior response to you addressing your concerns. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
Detailed Transaction History
Prior Response Letter dated November 2, 2023

If you have any questions, your Dedicated Loan Specialist is *********************** and can be reached at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m.(CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mrcooper.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
******, ** **********
Phone: **************
E-mail:****************************************************

Enclosures 2
By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

Hud.gov
Neighborworks.org
Initial Complaint
Date:10/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My original mortgage was with USAA. I was never ever late with them. I'd log into the website on my payday, make a payment, and all was fine. All the time.Since MrCooper has bought my mortgage, now serviced by Lakeside Mortgage, things have been horrible.This is about the 3rd time I've been marked as late with late fees. I do the exact same as I've always done, I login to the website on payday, schedule a payment, and then hear nothing. Each time they claimed I had insuffint funds even though there was plenty of money in the account. Even if there wasn't, which there was, they send no emails or notifications of a problem, so you're left blindside until the next month. I was told "oh if you login to the website, click statements, click misc tab, then there is a letter right there" cryptically labeled VA 30 letter which no one would look at.Of course their website doesn't allow partial payments. So I can't pay half from say a savings account, and the other half from a checking account. This who thing seems like a scam to collect late fees. So I'm being soaked by late fees, and getting bad marks on my credit because of them.I want * my fees reimbursed * my credit adjusted * better client notifications of issues (I shouldn't find out a month later when I go to pay again)* the company to commit to making payments easier with partial payments
Business Response
Date: 11/10/2023
************************ November *********************************,

ACCOUNT INFO
LOAN NUMBER: 1825098278
CASE NUMBER: 0007729197
BBB REFERENCE NUMBER: 20756122
PROPERTY ADDRESS:
***************************************************************

MORTGAGOR(S):
************************
*********************************

Dear ************************:

Thank you for reaching out to us.

We received your concerns you submitted to the Better Business Bureau (BBB) on October 19, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Summary and Resolution

In your inquiry you state your mortgage loan was previously with USAA ******************** (USAA) and you were not late on payments with USAA. You explain you would pay your monthly payment when you would get paid and the payments were processed. You state that since your loan has been transferred to Mr. Cooper, LLC,subservicer for ************* Servicing, LLC, (Mr. Cooper) your experience has been less than satisfactory. You state that for the third time your loan was assessed late fees; however, you have made payments on your payday. You state that Mr.Cooper determined you had insufficient funds that reversed payments, although your bank account had enough funds. You state that even if your bank account did not have funds, you did not receive notifications until the following month. You state that you were advised to log onto your online account to review the documents and a letter was there labeled VA 30 day letter but no one would review the letter. You state that the online account did not allow for partial payments and you are unable to pay from your savings account. You state your loan is being charged late fees and request the fees be reimbursed and any negative credit reporting be updated. You state that you should be notified prior to your loan assessing fees.

After reviewing your account, we found that your loan was transferred to Mr. Cooper on September 2,2022. It is important to note that late fees are assessed if a payment is not received within the specified grace ****** following the terms set forth in the Note you signed at closing. Payments are due on the first day of each month and there is a 15-day grace ******. If the current months payment is not paid by the 16th of the month, a late charge is assessed.

On September 15, 2022, you made a one-time payment of $1,794.48 and the funds were applied towards the September 2022 monthly payment.

On October 15, 2022, you made a one-time payment of $1,794.48 and the funds were applied towards the October 2022 monthly payment.

On October 17, 2022, the payment was returned from your banking institution due to insufficient funds. Additionally,a fee of $20.00 was assessed to your loan due to the returned payment. Please note that anytime a payment returns from your banking institution due to a stopped payment, incorrect banking information, a closed or frozen bank account, or insufficient funds (***) a payment return fee will be assessed to your loan.

On October 21, 2022, an *** letter was sent to you advising you of the returned payment. The letter advised you that that your loan was due for the October 2022 monthly payment. Please note that per your paperless preferences the letter was uploaded to your online account. The same day a late fee of $25.76 was assessed to your loan.

Multiple attempts to contact you were made between October 24, 2022 and November 3, 2022; however,the attempt was unsuccessful.

On November 4, 2022, you called Mr. Cooper to review the loan status. The representative advised you of the returned payment and advised you of the letters sent to you. The representative advised you that your letter was uploaded to your online account per your paperless settings. Later this day, you made a one-time payment of $1,794.48 and the funds were applied towards the October 2022 monthly payment.

Please be advised that under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA),Mr. Cooper is required to report complete and accurate information to all credit bureaus. If the current full contractual monthly payment is not received by the last date of the current month, the credit report will be updated to reflect the account as past due. However, the account is considered past due with Mr. Cooper if the payment is not received by the 16th of the month, and late fees may be assessed.

Multiple attempts to contact you were made between November 9, 2022 and November 15, 2022; however,the attempt was unsuccessful.

On November 16, 2022, you made a one-time payment of $1,840.24, of that $1,794.48 was applied towards the November 2022 monthly payment. Of the remaining $45.76, $25.76 was applied towards the late fee assessed on October 21, 2022 and $20.00 was applied towards the *** fee.

On December 15, 2022, you made a one-time payment of $1,912.39 and the funds were applied towards the December 2022 monthly payment.

On January 16, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the January 2023 monthly payment.

On February 16, 2023, your loan was assessed a late fee of $51.51 due to the February 2023 monthly payment not being made in a timely manner.

On February 17, 2023, you made a one-time payment of $1,963.90 and $1,912.39 was applied towards the February 2023 monthly payment. The remaining $51.51 was applied towards the late fee assessed on February 16, 2023.

On March 15, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the March 2023 monthly payment.

On April 15, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the April 2023 monthly payment.

On May 16, 2023, your loan was assessed a late fee of $51.51 due to the May 2023 monthly payment not being made in a timely manner.

On May 17, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the May 2023 monthly payment.

On June 15, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the June 2023 monthly payment.

On July 17, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the July 2023 monthly payment.

On August 16, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the August 2023 monthly payment.

On September 17, 2023, you made a one-time payment of $1,912.39 and the funds were applied towards the September 2023 monthly payment.

On September 27, 2023, the payment you made on September 17, 2023 of $1,912.39 reversed from your banking institution due to ***. A fee of $20.00 was assessed to your loan due to the returned payment, and a late fee of $51.51 was assessed to your loan due to the September 2023 monthly payment not being made in a timely manner.

On September 30, 2023, an *** letter was sent to you advising you of the returned payment. The letter advised you that your loan was due for the September 2023 monthly payment.Please note that per your paperless preferences the letter was uploaded to your online account.

Multiple attempts to contact you were made between October 6, 2023 and October 14, 2022; however,the attempts was unsuccessful.

On October 19, 2023, you called Mr. Cooper to inquire about the loan status. The representative advised you of the returned payment and advised you of the letter uploaded to your online account. You advised that the online website did not allow you to make a payment and advised you would be making the September 2023 and October 2023 monthly payment. The call was disconnected. Later this day, you made a one-time payment of $3,947.80, of that funds were applied towards the September 2023 and October 2023 monthly payment. Of the remaining $123.02, $103.02 applied towards the late fees and the remaining $20.00 was applied towards the *** fees.

At this time your loan is due for the November 1, 2023 monthly payment of $1,912.39. Additionally, your loan does not have any outstanding fees. We have enclosed the transaction history for your review. If your find your payment records do not match our transaction history, please provide a bank statement reflecting the payments to allow further research to be conducted.

Owner Information

Our records indicate ************* Servicing, LLC is the current owner of the Note. We have provided the address and phone number below:

************* Servicing,LLC
****************************************************************************************************************
************

Mr. Cooper is the servicer of the loan and will be responsible for responding to any concerns regarding the servicing of the loan. Servicing matters include but are not limited to the following:

Payment assistance and modifications
Payment posting
Validation of the debt
Foreclosure proceedings
Payment adjustments

Please direct any communication related to these matters to us using the contact information below. ************* Servicing, LLC will not be able to assist with any of these matters.

Upon receipt of this correspondence, the above-mentioned loan and related documents were reviewed and found to comply with all state and federal guidelines that regulate them.As such, the above-mentioned loan account will continue to be serviced appropriate to its status.

Furthermore, the payment history appears to be reported accurately to the main credit repositories. If you have documentation that substantiates that any of the information reported by us on the credit report is incorrect, please provide the detailed information for review.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred because Mr. Cooper has processed your payments as received. Additionally, the fees assessed to your loan were assessed properly. Finally, Mr. Cooper has reported the payment history accurately to the four main credit repositories. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
*** Letters (3)
Transaction History
Note

If you have any questions, please contact our *************************** at ************ or via mail at ********** 4, ************************************************************** Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
******, ** **********
Phone: ************
E-mail: ***********************************************

Enclosures 5
By BBB Poral

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

Hud.gov
Neighborworks.org

******** Residents: Nationstar Mortgage LLC d/b/a Mr. Cooper is licensed by the ************* ********** of ******** Affairs License Number: *******, *******, ***************, *******, *******, *******, *******, *******. If you believe a Loss Mitigation request has been wrongly denied, you may file a complaint with the ************** ********** of Financial Services at ************** or www.dfs.**.gov. If you want to know the name of your originating lender or the amount that you owe, please contact our customer service department. ********************** utilizes third-party providers and remains responsible for all actions taken by these providers.
Initial Complaint
Date:10/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mr. Cooper is sending false collections. Mr. Cooper claims $8,612.81 is outstanding and creating a default. They are asking for my attorney. They send legalese pretending to be legal draft when its complete garbage. Poor employee(s) and record keeping is the heart of the issue. A single entry/point of failure was/is wrong. Whereby $28,384.31 should have been charged. Mr. Cooper charged $49,614.68.
Business Response
Date: 11/02/2023
Dear ***************************:

Thank you for reaching out to us through the Better Business Bureau (BBB) on October 20, 2023. We appreciate the opportunity to make things right.

At this time, we are pending the executed settlement agreement, which was sent to you on October 27,2023, and must be completed and returned by November 10, 2023. Once we have received the executed agreement, a complete response to your concerns will be issued. Expect to hear from us by November 12, 2023.

If you have any questions, your Dedicated Loan Specialist is *************************, who can be reached at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (**),Friday from 7 a.m. to 7 p.m. (**), and Saturday from 8 a.m. to 12 p.m.
Visit us on the web at www.mrcooper.com for more information.

Sincerely,
Customer Answer
Date: 11/03/2023
I am rejecting this response because: Trustee Claim #******** claim #9 Filed for $8,313.62 paid 100%
Trustee Claim #**/Court claim #** Filed for $1,590.08 paid 100%
Trustee Claim #**/Court claim #** Filed for $5,240.88 paid 100%
Trustee Claim #**/Court claim #** Filed for $10,437.42 paid 100%
Trustee claim 37 filed for $**,882.22 Trustee paid $6,497.91

attached shows lene state zero was paid when she bills all of the filled claims back to my bill - that was paid.

now give me credit for overcharge. Credit the trustee payments
Customer Answer
Date: 11/03/2023
attached
Customer Answer
Date: 11/03/2023
attached
Business Response
Date: 01/19/2024
Please see the enclosed response and attachments

Customer Answer
Date: 02/12/2024
they lost all records of trustee payment, this caused the final claim to be 200% what would have been correct whats more this killed my chapter 13, and it was dismissed and all of the claims where charged back, even though they were wrong all attachments show the conflict - also while telling you I was taking a settlement i rejected and expired in october the sent me to collections
Initial Complaint
Date:10/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I set my payments on the web site that never works and it cause me more trouble just to pay my home loan.
Business Response
Date: 11/13/2023
Hello,

Please see the attached resolution letter.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

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Mr. Cooper is BBB Accredited.