Mr. Cooper Customer Service Issues

In February, I attempted to make a payment through Seterus and Mr. Cooper (formerly Nationstar) but encountered issues with both platforms. Eventually, I successfully made a payment in late February after multiple calls and assistance from supervisors. Subsequently, I've faced difficulties making payments as the system asks me to repeat payment for an already paid bill. How can we fix this to prevent recurrence? This issue needs to be addressed regarding the payment made around February 25, [redacted]. Additionally, I struggled to read the welcome package you sent due to the small font size. I even purchased reading glasses that were ineffective. A darker shade of grey would have been easier to read. Others who tried to help me also found the content difficult to comprehend. Thank you for your assistance.

I recently sent an email about removing the escrow from my mortgage account number [redacted] for the property at [redacted] Clifton Place. Whitney explained that as my home is a multi-unit property, it cannot be done, but I have successfully done this when my mortgage was with Citibank. I would appreciate a prompt response on this issue. Please contact me at [redacted] or via email at [redacted] Thank you.

On June 3rd, I called to request the removal of escrow and spoke with Andrea Marrows. She calculated that $16,[redacted]+ needed to be paid to loan balance for the removal. Despite my bank sending $17,[redacted] on June 7th, Andrea has been absent since then. During a call on June 19th, I found out the amount reduced due to my mortgage payment. After discussions, Lucas, an escalation manager, clarified that I don't qualify for escrow removal. I requested the $17,[redacted] back, which they promised to return in ten days. I had previously prepaid property taxes and received a refund in April [redacted]. I am uncertain about the resolution and if the refund will match my original payment.

I am contacting regarding a debt from Mr. Cooper concerning an escrow account related to loan number [redacted], at 86-05 Ava Place Jamaica Estates NY [redacted]. The escrow account was allegedly incorrectly established as Chase was already collecting funds for tax and insurance. Consequently, Mr. Cooper ceased collecting escrow funds from me in April [redacted]. Records show that from September [redacted] to April [redacted], Mr. Cooper collected $44,[redacted].2 with $[redacted].99 in interest, totaling $44,[redacted].19. As Chase covered the tax and insurance, Mr. Cooper was not required to make these payments again. Despite multiple warnings, the issue was not resolved. During the escrow period, Mr. Cooper did refund $16,[redacted].40, leaving a remaining balance of $28,[redacted].68. Kindly issue a check for $28,[redacted].68 to resolve this matter. Thank you for your attention to this request. Sincerely, Arry Durosier.

Dear Mr. Cooper Mortgage, I am currently facing difficulties trying to reach your mortgage company as I am overseas in Mexico, specifically in Sahuayo, Michigan, due to a family emergency. My brother-in-law is battling terminal cancer, and I need to address an urgent matter regarding my mortgage payment. My usual payment is $1,[redacted].59, but I have noticed that Mr. Cooper Mortgage charged my Bank of the Sierra account $1,[redacted].96, causing an overdraft of $[redacted].23. I am perplexed as to why my payment was increased without prior notification. I have a fixed payment agreement, and any changes should not have occurred without my consent. I am disheartened by this discrepancy and demand immediate resolution from Mr. Cooper Mortgage. Sincerely, Andres Ramirez [redacted] E San Gabriel Ave Fresno, CA [redacted]

I have been unemployed for almost all of [redacted], with my last paycheck received in mid-January. I am struggling to afford my mortgage and have been unable to make payments since losing my job. My unemployment income has run out, and I recently discovered that my loan is owned by Freddie Mac, who offers unemployment forbearance. I wish I had known about this option sooner, as it would have been incredibly beneficial during the past year. I am now in desperate need of unemployment forbearance and would like to enroll in a forbearance plan. How can I proceed with requesting this assistance from Freddie Mac?

I am experiencing issues with my payments to your company. I have provided all the necessary information multiple times, and your agents have confirmed with my bank that you received payments from both my account and my husband's account, totaling $[redacted] each. Despite me making payments on February 2, [redacted], February 4, [redacted], and March 5, [redacted], only one payment from February 4, [redacted] has been posted. The other two payments have not been acknowledged. When I call for assistance, I am met with unhelpful representatives who seem to believe I am behind on payments. I have contacted you five times today to resolve this issue to no avail. This situation has left me frustrated, particularly as I have recently lost a family member. I am considering involving my attorney and reaching out to the NAACP if my problem remains unsolved.

I contacted MrCooper multiple times last week regarding a loan reinstatement quote to prevent my home from foreclosure. Each time I called, the amount quoted varied. On December 31, [redacted], Janesha Thompson mentioned that $[redacted].37 would reinstate my loan. After wiring the money as instructed, I emailed a copy to Richard Brozek. Upon following up, another representative stated I still owed over $[redacted], with no clear deadline provided for loan reinstatement. Geeta informed me I had until the end of January but couldn't provide an exact amount. I am confused and concerned as one representative mentioned my loan would be sold by the 10th.

After refinancing with Mr. Cooper, I encountered issues when they failed to cooperate with my new lender, causing delays and confusion around my PMI payments. Mr. Cooper erroneously stated that my loan had been sold during this process. Consequently, my PMI was paid on 2-11-20, even though the loan was closed on 2-25-20. This resulted in me paying $[redacted] for unnecessary PMI coverage for a year. Despite my efforts, Mr. Cooper has been uncooperative in refunding this money, providing contradictory explanations and denials. They claimed the PMI payment was for [redacted], however, I have evidence of paying PMI consistently since January of [redacted]. I am seeking a resolution to this matter and the refund I am entitled to by law.

Subject: Request for Mortgage Payment Extension Dear Sydney Raye, I am reaching out in regards to Mortgage #[redacted], as I am facing financial difficulties due to living on a fixed Social Security income. The current COVID-19 situation has exacerbated my financial strain. I kindly request to defer my Mortgage payments for six months. Alternatively, if it's within your capacity, forgiving the payments entirely would be sincerely appreciated during this challenging time. If forgiveness is not feasible, I humbly ask to add the unpaid payments to the end of the Mortgage term. This relief would greatly alleviate my current situation. I kindly request to refrain from billing me for the next six months. Your understanding and assistance would mean a lot to me during my recovery from this virus. Your prompt response via email would be greatly appreciated. Thank you for your consideration. Sincerely, Ina W.

Subject: Request to Adjust Mortgage Payments Hello Sydney Raye, I hope you are well. I am reaching out concerning Mortgage #[redacted]. Due to financial struggles, compounded by my current battle with the Coronavirus, I kindly request a six-month extension on my mortgage payments. If forgiving the payments entirely is an option, it would be greatly appreciated, especially since it is my birthday. Alternatively, adding the payments to the end of the mortgage's term would provide some relief during this challenging period. I would be immensely grateful for your understanding and cooperation during these trying times. Please refrain from sending bills for the next six months. Thank you for your consideration and prompt response via email. Wishing you good health and blessings. Sincerely, Ina W.

Subject: Request for Mortgage Payment Extension Dear Sydney Raye, I am reaching out regarding Mortgage #[redacted]. Due to my current financial hardship, I am struggling to make payments as I solely rely on Social Security income. In light of the challenges posed by the Coronavirus, I kindly request to defer the Mortgage payments for six months. Alternatively, if it's feasible, I would greatly appreciate complete forgiveness of the Mortgage payments. Your consideration during this difficult time would be immensely appreciated. I kindly ask for the extension of the Mortgage payments to be added at the end of the Mortgage term. A temporary relief of bills for six months would be a significant help for me. I kindly request not to receive any bills for the next six months. Your prompt response is greatly appreciated. Thank you for your understanding. Warm regards, Ina W.

Subject: Mortgage Payment Request Hi Sydney Raye, I hope this message finds you well. I wanted to discuss Mortgage #[redacted]. Due to recent financial difficulties exacerbated by the pandemic, I am struggling to meet the mortgage payments. Given my situation - living on Social Security with the added challenge of being infected with the Coronavirus - I kindly request your understanding. I am reaching out to inquire if it would be feasible to defer or forgive the mortgage payments for six months or extend the terms of the mortgage accordingly. Any assistance in lightening this financial burden during these trying times would be greatly appreciated. In order to focus on my recovery and not be overwhelmed by bills, I kindly ask that you refrain from sending payment reminders for the next six months. Your understanding and cooperation in this matter would truly make a significant difference for me. I appreciate your prompt attention to this matter, and I look forward to hearing from you soon. Warm regards, Ina Watters

Subject: Request to Modify Mortgage Payments Hi Sydney Raye, I hope this message finds you well. I am reaching out about Mortgage #[redacted]. Due to financial difficulties exacerbated by the impact of COVID-19, I am struggling to make payments. As a recipient of Social Security, this has placed a significant strain on my finances. I kindly request your assistance in potentially deferring the mortgage payments for six months or adjusting the repayment schedule. Given the circumstances, canceling the mortgage payments entirely would bring immense relief during this challenging time. Alternatively, extending the term of the mortgage to accommodate the missed payments would greatly alleviate my current situation. I kindly ask for your understanding and support during this time of need. Your cooperation in this matter would be greatly appreciated. I look forward to your prompt response via email. Warm regards, Ina W.

Subject: Urgent Request for Mortgage Relief Dear Sydney Raye, I hope this message reaches you well. I am reaching out regarding Mortgage #[redacted]. Due to financial difficulties exacerbated by the current pandemic, I kindly request a temporary suspension of mortgage payments for six months. Living on a fixed income from Social Security has made it challenging for me to meet my financial obligations, especially while battling the coronavirus. I humbly ask for your compassion during these trying times. If it is within your discretion, forgiving the mortgage payments entirely would bring immense relief. Alternatively, extending the payment period by adding these payments to the end of the mortgage term would greatly alleviate my burden in the short term. I kindly implore you not to issue any further bills for the next six months. Your understanding and assistance during this challenging period would be deeply appreciated. I eagerly await your response via email. Thank you for your consideration and support. May you be blessed for your kindness. Warm regards, Ina W.

Subject: Request to Adjust Mortgage Payments Dear Sydney Raye [redacted], I hope this email finds you well. I am reaching out regarding Mortgage #[redacted]. Due to financial difficulties, exacerbated by the current situation with the Coronavirus, I kindly request to defer my mortgage payments for six months. I am solely reliant on Social Security income, making it challenging to meet my financial obligations at this time. I am hopeful that you might consider forgiving the mortgage payments entirely, which would greatly alleviate my current situation. If that is not possible, I kindly ask that the missed payments be added to the end of the mortgage term. This temporary relief would be immensely beneficial to me during this challenging period. I kindly request to pause billing for the next six months and would be grateful for your understanding and assistance at this time. Your prompt response to this matter would be greatly appreciated. Thank you for your consideration, and may you be blessed for your help and kindness. Sincerely, Ina Watters

I mailed my July payment to Mr Cooper using certified mail with signature confirmation. The payment was signed for on July 3rd. Unfortunately, Mr Cooper lost the cashier's check and did not notify me. Despite providing proof of delivery, they marked my payment as late on my credit report. To rectify this, I spent $[redacted].06 to address their mistake. I had to take time off work, visit the bank, stop the payment, and issue a new one. Mr Cooper refuses to reimburse me or apologize for their error. I am requesting a $[redacted].06 reimbursement and an apology letter. Currently, they are not answering calls, directing me to various departments with unanswered voicemails. Dealing with them has been extremely frustrating.

Dear Mr. Bray, I am reaching out to seek assistance as I have encountered challenges getting help from your company. I bought a home in Rockwood, Tennessee in June [redacted] with a mortgage from Pacific Union Financial LLC. In May [redacted], I received a letter stating that I should send payments to Mr. Cooper after the due date of May 17, [redacted], due to which I fell behind on payments as I needed the money for my medical expenses. In August [redacted], I faced issues when trying to refinance my home as it was revealed in November [redacted] that Pacific Union Financial LLC still held the lien on my Title. Despite contacting your financial agent for guidance on this matter, I was redirected back and forth without a resolution. To address this issue, it is crucial to clear the lien for me to proceed with the refinancing process to manage my medical bills effectively. I would greatly appreciate it if someone from your company could assist in resolving this complication with the title transfer promptly. Your attention to this matter would be invaluable in ensuring the seamless refinancing of my home without further delays. Thank you for your anticipated support in rectifying this situation. Warm regards.

Subject: Urgent: Missing Mortgage Loan Statement Dear Mr. Cooper, We have been loyal customers for many years and we are concerned that we have not yet received our Mortgage Loan Statement for this month. It is crucial for our records that we receive this information promptly. Could you please investigate why we have not received it at our residential address: [redacted] Monroe Street, Wellington, Florida [redacted]? We are eagerly anticipating your follow-up communication as we are unable to proceed without this vital documentation. Your immediate attention to this matter would be greatly appreciated. We trust that you will prioritize our request and provide us with the necessary information so we can fulfill our obligations. Thank you for your prompt assistance. Sincerely, Dr. Richard A. Candig and Anita Candig

We recently received the paperwork we had been waiting for, but unfortunately, it was delivered to the wrong address. Luckily, our neighbors three blocks away informed us, or we might never have gotten it! We now have until April 30th to review, notarize, and send it back. Despite us assuring them that we're handling the matter, they keep calling every day, which is very frustrating. My husband, who is working, is particularly bothered by this daily routine. We've asked each caller to stop, but the calls persist. They even ring him at 8:00 am every morning, causing further annoyance. We wish they could take note not to call repeatedly. Feeling troubled and dissatisfied with the lack of assistance, we are seeking help from someone in Corporate who can address this issue. If we had known it would be so troublesome after the initial promise, we would have approached it differently. We'd appreciate it if a Corporate representative could reach out to us, as we haven't been successful in contacting anyone directly. Thank you, C. and S. Carson