Mr. Cooper
Reviews and Complaints

Mr Cooper has made ongoing errors in the mishandling of my fire insurance loss claim. As a result my home has been sitting burned out for over 10 years, I am needing to file bankruptcy and have other lawsuits against me for expenses I've not been able to pay. Mr Cooper started foreclosure and I sent documentation to their own attorneys who stopped the foreclosure. They continue to require me to do inspections and then not show up where people have taken work off to meet them. They continue to change the percentages of work they state has to be done before they will release more money, most recently erroneously from 25 to 50% making it impossible for me to meet their requirements. They've sent Respa notice of Errors admitting that they've mishandled things and then denied it in other letters. They require me to deal with a new person with each communication over the years who does not have a fraction of the information correct. They have caused me to also lose my extended cost coverage and code upgrades that was a part of my insurance policy to be paid at the end of the rebuild. The remaining structure of the home that survived the fire is now destroyed from sitting out in the elements for years with no roof. The foundation is also not salvageable now. I have become very ill from the stress of having to stop the foreclosures repeatedly after they promise to release money to me with letters of attestations which I sent them twice and they then ignored. The loss draft and the loss mitigation Departments continue to give me conflicting information

Dear Representative,

Mortgage: on 24 S Porter Elgin Illinois 60120

Mortgagee: Alia Sarfraz

Mr. Cooper Loan No.: [protected]

RE: CREDIT TO MY ACCOUNT FOR MONIES PAID THREE TIMES IN ONE MONTH

Three payments were made in the month of February on my account and I want the additional payment credited to my account. I have a screenshot below of the additonal payments made. Your records have not updated this and I have spoken to two representatives already about this. Please adjust. Thanks!

Sincerely,

Alia Sarfraz

In April 2023, my barn collapsed and was destroyed beyond repair. My insurance carrier Liberty Mutual sent an adjuster and they inspected, took pictures, and within a week, they issued me a check for $85,668.87, which I had to sign and send to Mr. Cooper overnight for $28.00, I mention this as we are in June and I still do not have a payment, though they claim to have sent one on June 2, 2023, for $40,000.00 which I have never received. It has been a bureaucratic nightmare in dealing with them. I have sent all the required documentation to them three times as twice they claim they did not have it. Though I have sent them documentation indicating that I am in the process of rebuilding, I have spent $12,500 on a temporary building, the massive cleanup of the old barn, concrete slab for a building I have ordered (concrete $14,000), (building $21,000) (clean-up $8,000). After sending them estimates and expenditures they held up payment as I failed to tell them if I was going to rebuild or not. Total inept service as if the claim goes from desk to desk for someone to start all over again. Phone calls are either not answered or you are left on hold for eternity. Unfortunately, they have a hired-out system and in most cases, there is a language problem. Emails are answered but always with the caveat that they are sending it to the right department, and someone will get back to me, four messages, no returns. This department of Mr. Cooper is incompetent and needs to reorganize and treat customers with some respect and handle claims as a matter of urgency so one can get on with life. Finally, yet another requirement after receiving your first check is to have an inspection, I tried to get one, a virtual was two weeks plus to get one. An onsite inspection had to be ordered which I did in May, I'm still waiting to hear from them. When Mr. Cooper sets down requirements and expectations one would hope the consumer is empowered to complete them in a reasonable amount of time without unexpected hurdles.

Hello,

As, you can see, By All my e-mail correspondence(s). I have reach out to Jay Bray dba Indenture Trustee numerous times and nobody has e-mailed me or called me to back to discuss any problems with the loan modification. I returned the instrument and Jay Bray and your agents have accepted the agreement and have not return it back notating any defects. I have called and talked to your agents, and none have any knowledge and are unable to answers my questions.

I called Daivd Hacegaba and his extension of 4670794 did not work and the phone disconnected me. Have him reach out if he or anyone else has any questions... He was supposed to call me back.

I would like to discuss the alleged load and contract that you claim i have with you or your corporation.

If you have knowledge of the following laws and acts

1. Bills of exchange act

2. Trading with the enemy act

3. banking act of 1933

4. Truth and lending act

5. Statues at large Vol 73 public policy 73-10 section 1 Chapter 48

6. Negotiable instruments

7. Title 12 1813(l) Deposits

8. Title 18 USC - Obligations

9. Title 31 USC 5118 Public debt obligations

10. Title 12 USC 411 Issuance to Reserve Banks Nature of Obligation

11. Title 12 USC 412 Application for Notes

12. 7 CFR 1901 subpart K -

13. 7 cfr 1901.508 Servicing of insured notes outstanding

Section 5 (c) (i) and (ii)

14. Notice of Intent fee Schedule... Bill of Lading Notice of my fees as a employee and consumer that you have not performed and are in default breech of trustee duties.

I still have not received a signed IRS W-9 form from Jay Bray or any Agents. I notified the Internal Revenue Serice and United States Treasury to conduct an audit of your accounting records to include all deposits, 1099-A, 1099-C, 1099-OID and all Federal reserve Floating/Rate Note that has been paid by Borrower or Trustee estate of JEFFREY L. AGER, JEFFREY AGER.

As, I what to settle and close this matter as the authorizing agent and beneficiary of the Trust which has Accepted and pledged the Security Instrument (Rights, Title and Interest) and assigned it to you for full payment of the Obligation.

--Original Message-----

From: [protected]@aol.com

To: [protected]@mrcooper.com

Sent: Wed, May 24, 2023 5:25 pm

Subject: Attn: Jay bray Indentured Trustee

-----Original Message-----

From: [protected]@aol.com

To: [protected]@mrcooper.com

Sent: Wed, May 24, 2023 4:48 pm

Subject: Fwd: Attn: Jay bray Indentured Trustee

Greetings,

To: Jay Bray Indentured Trustee NATIONSTAR MORTGAGE LLC DBA MR. COOPER

From: Ager, Jeffrey Lawrence DBA JEFFREY L. AGER

I have tried to communicate with you about the Security agreement. I talked to David Hacegaba on 5/23/2023. I explained to him my concerns and I needed some answers that are not being answered. I mailed the loan agreement which you have accepted and have not returned to me. So, you have the security agreement which is a negotiable. instrument and can be traded for federal reserve notes. I sent the below message to you on April 13, 2023. which you have not responded to non of my E-mails. I would like to talk to someone that has some knowledge about securities and negotiable instruments. As I am the consumer and The Authorizing Agent for JEFFREY L AGER BORROWER and the credits shall be applied to the accounting to set off/discharge the agreement according to G.A.A.P, Puplic Law 72-10 and the bankruptcy act of 1933.

-----Original Message-----

From: [protected]@aol.com

To: [protected]@mrcooper.com

Sent: Thu, Apr 13, 2023 3:02 pm

Subject: Attn: Jay bray Security Modification

I have some questions on the loan modification process. I have called and tried to talk to your agents, and they are unable, refuse to talk to me and hang up on me.

So, I'm reaching out to you to get some answers. I have tried to get the book ledger of your accounting and verification from your agents of the alleged loan(debt) in accordance with the fair debt practices procedures act and Uniform commercial Code 9-210.

Your agents have refused to provide a qualified written request with under penalty of perjury 28 USC 1746. I have also requested that your agent provide me with a statement that your corporation has the original wet ink security note under penalty of perjury.

Which they have refused to provide. As you are the trustee and inform the Securities Exchange Commissions for the corporation annual 8k and 10k statement of account which you are accountable to provide.

I tendered a promissory note to USAA FEDERAL SAVINGS BANK with a blank Endorsement and which was turned into a Draft/Check "Pay to the Order of USAA FEDERAL SAVINGS BANK by S. Mark Garces and deposited and exchanged for Floating/Federal Reserve Notes. As the trustee you have the book ledger accounting, and the credits was not received into the borrower's account according to GAAP.

As I'm the Authorized Registered Agent and Power of attorney over the Account/Name I have submitted a 1099-C to the treasury for discharge/set off of the note value which has been accepted and you should have received.

I would like to have this matter resolved but if you are unable to comply then we will proceed with and correct the terms and conditions of the alleged loan Modification.

1. You will wave all prior late charges, inspections and any and all fees that are charged to the account.

2. I reserve all my rights to the contract as you have for the corporation.

3. I will like the term "YOU" definition or removed from the contract and who/what is being addressed (legal/fiction, Borrower or Natural person.

4. As reporting of any private information or the use of my registered name will result in a violation and the fine is 10.000 which your agents have violated 11 times for a value of 110.000 payable in U.S. Dollars.

5. The agreement has the names listed as JEFFREY L AGER AND ALLEEN L AGER, HUSBAND AND WIFE AND NATIONSTAR MORTGAGE LLC DBA MR COOPER which is/are legal fictions.

6. The old deed of TRUST and the Security instrument Note is on your loan agreement which is the property in the agreement and the private property is also listed as collateral.

7. The balance of 124,412.60 is not correct. I have the accounting which can be supplied upon request. (Which You have not provided the true amount of the ACCOUNTING as requested.

8. The interest yearly rate is 3.25% not 4.25%. As indicated on the old promissory security note.

9. The borrower will agree to the Property as the Security Promissory Note which is the property and not private property collateral.

10. The agreement security instrument will be processed into my Treasury Direct Account which I will provide upon your agreement of the new terms and conditions.

11. The Name ALLEEN L. AGER as borrower needs to be removed from contract agreement as she is not a party to the agreement.

Also, it has come to my attention, upon reviewing the referenced documents and transaction, that I have been used as an accommodation party. I have good reason to believe that the accounting of the matter shows that I am the source of the credit that was used to fund and accommodate the transaction, and that you (or other undisclosed party) have benefitted materially, giving rise to my belief that you qualify as an accommodated party who was accommodated at my expense. I would like to settle this matter in light of UCC and the principles of equity and remedy as expressed in UCC 3-419. Thus, I request from you the following:...(accounting, production of documents, etc.)

It was never my intention to be an accommodation party in this transaction as my signature on what I believed to be loan documents expressed my intention to receive a loan from USAA FEDERAL SAVINGS BANK OR NATIONSTAR MORTGAGE LLC DBA MR COOPER and thereafter to pay the loan back to the one who funded said loan. It now appears to me upon review of the financial transaction that actually occurred and is occurring via my monthly payments to NATIONSTAR MORTGAGE LLC DBA MR. COOPER, that I am being used as an accommodation party for other parties who are using my credit and monthly payments for their benefit.

I seek an equitable resolution to this situation so as to balance the equities and be made whole because, as it presently stands, the transaction is causing me undue hardship, harm, damage, and loss.

The documents, records, and accounting, that I am requesting from you herein, I believe will facilitate an equitable end, i.e. a final settlement of the transaction and a reimbursement to me (i.e."the accommodation party may obtain relief that requires the accommodated party to perform its obligations on the instrument").

In good faith and with good reason, based upon the true nature of the financial transaction, I believe that I, the accommodation party, am entitled to reimbursement from the accommodated party, and therefore I hereby request such reimbursement within 10 days of your receipt of this written communication.

As I have tendered the note and I have notified the IRS/Treasury by 1099-C which has been accepted for setoff and discharge the debt as per the law 73-10 public policy and 18 USC 8 obligations of the UNITED STATES.

As I refer you to 15 USC 45. Unfair Methods of competition unlawful prevention by commission.

Thank you for your immediate attention to this matter.

Ager, Jeffrey Lawrence, beneficiary

Without recourse, done in good faith.

with patent right, All rights Reserved.

-----Original Message-----

From: [protected]@aol.com

To: [protected]@mrcooper.com

Sent: Sat, May 20, 2023 7:59 pm

Subject: Fwd: Attn: Jay bray Indentured Trustee

Hello Jay Bray Trustee,

You have not responded to none of my letters. Your agents do not have any knowledge of banking

and do not understand negotiable security instruments.

This is a notice to principle is notice to agent and notice to agent is notice to principle.

Fill out the Affidavit In document Jay Bray email 3 and have in notarized and mail the original back to me at my address.

-----Original Message-----

From: [protected]@aol.com

To: [protected]@mrcooper.com

Sent: Thu, May 18, 2023 4:42 pm

Subject: Fwd: Attn: Jay bray Indentured Trustee

Greetings,

Again, no response to my Letters or E-mails. So, you have dishonored your fiduciary Trustee Duties.

You are required to perform and transfer the security instruments for deposits into the Borrower's Account.

As the indenture Trustee and your autograph on the 8-K and 10-K Securities Exchange Commision Forms.

-----Original Message-----

From: [protected]@aol.com

To: [protected]@mrcooper.com

The Louisiana homeowners assistance fund put a lump payment of over $16000 towards my mortgage on 11/17/2022. As of today 3/27/2023 half of that amount is still sitting in an Unapplied fund’s account. I spoke with HAF and they said it is to be applied to the loan either as principal or future payments. The agent said they are not authorized to tell Mr Cooper where to apply it on my account. Mr cooper has said to me on several phone calls that they have emails in to a different department waiting for instructions. I just want this additional $8938.12 posted toward my account! Unapplied funds are supposed to be for partial payments. I feel like Mr cooper is just keeping the money and not going to credit my account at all. I even did a payoff quote, and the amount wasn’t added into anything. I’m very upset about this, I feel like I’m being robbed of the funding that I worked so hard to secure.

Mr. Cooper purchased our mortgage from USAA. We never had any issues with USAA. We always received escrow overpayment back. We just received notice from Mr. Cooper that our escrow was short over $488! Now we will be paying an additional $56 a month! We are so frustrated by this mistake. We had a mortgage with USAA for 4 years without a single issue! Now Mr. Cooper constantly bombards our emails requests to refinance, for no reason and they call me once a week. I requested they stop calling me months ago, yet they continue! I hate this mortgage company, but we cannot refinance anywhere else because of the rising rates, and we have such a low existing rate. I hate that USAA sold our mortgage to such an irresponsible and aggressive company.

My mortgage was sold to Mr Cooper and I've had nothing but problems. Don't willingly use this company.

They locked me out of the site without any explanation...I found out that despite being the sole owner on the title, my ex (on the mortgage from 8 years prior) claimed Chapter 13 and listed the house. They locked me out, the non-bankruptcy filer for the duration and then took anything I paid and put it towards HIS legal fees. I was charged $2500 in legal fees...

Then I sold my rental to pay off my current home. I paid it off in time and they kicked back the payment...again, no notice. I found out when I saw the money in my bank.

Then they charged me hundreds of dollars in interest for the 2 days it took to sort everything out and wouldn't release the fees.

When I've called...and I've been calm and courteous...I've had to wait 30-55 minutes for the worst customer service ever only to be directed to email.

They are a ripoff company. Who does this? Who keeps hitting people for fees when they shouldn't...and doesn't care? Very unethical.

Stay far away.

Mortgage sold to mr cooper July 2022 and 6 payments went through no issue then suddenly payments began to get rejected- tried multiple times per month to make payments and still rejected- money in bank account no issue there … apparently was told they upgraded their online payment and it was MY PROBLEM… now I owe fees and am behind .. get approx 4-5 letters in mail per week on top of that including that I am not reachable by phone (never got any calls but my phone number is utd on their website too!) after about 8 rejected payments I reentered my account number and got 2 payments through and submitted a cfpb complaint- fees are to be removed- have yet to be. Finally got a call and message (oh look! They do have my #!) now I’m getting 65$ plus legal fee and inspection fee (no one has come by- I have cameras..) last year a person did knock and was asked to leave since he did not have any identification or paperwork but no one has come since…. This company has deceptive practices and fringe fees that they lack to disclose where they are going…. Just nationstar in new clothing. Even when cfpb checked with them my account was only behind by 1$ something… seriously!? This is beyond ridiculous and harassing

So, I was currently in chapter 13 bankruptcy and discharged as of November 1st, 2022. Then as agreed upon with the court until its finally discharged I was told to start making payments starting May 1st of 2022 until my final decree was approved and finalized which was November 1st, 2022. After being able to access my account in August of 2022. Mr. cooper had me at a payment behind. I called and called about the error that Mr. Cooper was reporting on my credit. I finally got a hold of someone who was a decent person that listened, and her Name was Victoria King. She saw what I was stating after Mr. Cooper then said I was two months late. She wrote the department to fix error and reflect I was two payments ahead NOT behind and opened up three different cases to get fixed and they kept closing it, with no explanation. Then after doing the phone call pass to probably six different agents, the last one stated Victoria King was no longer with them. So, then I had to re-explain everything and finally talked to someone in the escalated department, his Name was Clarence where he saw the same issue, put a request to fix errors and stated to me it will be fixed by the 17th of February which was today. So I called back when I saw my account wasn't fixed and spoke to another agent, and therefore sent me to the escalated department and spoke to someone who didn't want to hear the documents were uploaded and that I was told the situation would be resolved but instead told me that because of the bankruptcy letter that he had was only taking care of payments no arrearage that was behind and that's why my account reflected that, which is false because I not only submitted the document that states it paid the arrearage and payments up to when I took over but paid in full. Yet, I was smart enough to get Mr. Clarence phone number and instead of getting a hold of him, I spoke with Jennifer which again had to explain everything to her. Then said she saw the request in their system and needed to wait until the 20th of February, which she will personally give me a call back and let me know it was resolved. I had to fight for six months to get to here wait until the 20th of February. So still no answers for giving them everything in black and white proof to not get anything fixed is ridiculous! So will now be speaking with a lawyer about the fair consumer act and what fraud this company does.

Purchased our home and land with Pacific Union in 2015. No problems with them at all. Sold some royalties and paid house/land off in October of 2017….or so I thought. February 2018 Pacific Union tries to foreclose on our house because our unpaid principal balance was $679. They hadn’t told us we owed anything after asking for payoff quote and sending them a check for over 170k. Over the next few months I kept getting calls from Mr Cooper wanting to talk about my mortgage. I repeatedly told them I already had a mortgage company and my home was paid off. Long story short, Mr Cooper had bought my mortgage from Pacific Union and we hadn’t been notified of this change. I then started talking with Mr Cooper and they kept saying our mortgage was last due and I kept telling them it was paid off except for $679 that we so rudely found out about through them trying to foreclose on our house for that amount! We weren’t even in default or anything. Mr Cooper didn’t give 2 craps about anything and stated I needed to pay them at that time several thousand dollars to get our mortgage to date. I told them I WAS NOT going to pay any of their ridiculous late fees, cooperate fees etc that I would pay the $679 I owed and that was it. They wouldn’t accept. This went on for months, with Mr Cooper stating amounts of 14k, 30k, 90k, back down to 41k. I tried at 14k to pay them off over the phone and they wouldn’t take a payment, yet they kept sending me statements and bills. Fast forward to present… I’ve tried to find attorneys to take this case to sue Mr Cooper over basically extortion for what they are trying to do to my life. We had a attorney that was going to fix everything and Covid hit and he lost all his office help and dropped out. Mr Cooper is still badgering and our last attorney had us file chapter 13 to save our home that Mr Cooper states we owe 41k. This recently had to be dismissed as I have been diagnosed with cancer and went on disability. So now with chapter 13 dismissed, Mr Cooper just filed for a sheriff sale again. I need to find another attorney that will stop this nonsense and extortion practices that Mr Cooper is guilty of and making peoples lives a living hell. Why Mr Cooper would you do this to people over a unpaid principle balance of $679 especially when Pacific Union basically started all by not letting us know of the $679 and then you badgering, jacking up prices and unwarranted fees to try to take somebody’s home that thought it was paid off! If anybody knows a good attorney in Oklahoma or anywhere else that can help please email me at [protected]@aol.com

according to the escrow anyalis I got, it shows that my insurance, taxes and pmi went down. I also deposited an extra $250.00 in to my escrow account. they keep just telling me that my account dropped below the required amount. they can not or will not explain what happened to my $250.00 extra escrow deposit. the amount they are telling me I am short does not add up. 01/20/23 Escrow was worked and not only are they raising the monthly payment they are telling me I am short $396.00 . None of which adds up.

In my monthly mortgage payments with regards to the Escrow Account, you receive funds for my property taxes and Home Owners Insurance. You have failed to make the payment for my Home Owners Insurance Policy that is due on December 1every year. Why did this happen?
When you acquired my mortgage from Freedom Mortgage the contract included all items including the Escrow account payments.

So, Rushmore mortgage sold my loan to Mr. Cooper and my Payment goes up 250.00. When I called, I got 2 different stories as to why...1) because Mr. Cooper requires 2 months of escrow payment in the account... That's not my problem, They bought the contract from Rushmore. 2) Because my taxes and ins. went up... There is NO way Taxes and Ins. goes up more than 3000.00 yr.

I think another lawsuit is coming there way.

Washington dementia patient since 2015 sold my home she never owned. Two Seattle area realtors schemed to defraud me out of $650k of my equity I've paid 100 percent of since March 2011. Did you know CEO Jay Bray came from Bank of America where the fraud started in my case. Everyone at Bank of America knew about felony fraud by financial scammers in Seattle, so they just dumped the loan to Mr. Cooper to try and hide their crimes.

Mr. Cooper's 1st crime, I paid Bank of America early on my mortgage October 29, 2022 for November 2022 payment and Mr. Cooper charged a late fee for paying early. Mr Cooper knew that scammers were forging away my property and still went ahead and sold my $836k home for $475k to on an illegal Home Equity Conversion Loan. That means criminals put nothing down to steal my home I've owned for 11 years. Did I mention we're a military family with one actively deployed. https://lawsintexas.com/retired-military-veteran-wants-mr-cooper-aka-nationstar-mortgage-servicing-to-stop-acting-unlawfully/

Mr. Cooper has no shame or remorse for stealing my home. These matters are best handled by our FBI since this is blatant racketeering by Mr Cooper whose already been sued by every Attorney General in USA. They just don't f'ing care. They sent an escrow refund to a woman whose had dementia since 2015 and had no legal ownership of my property.

I am complaining about the difference in my payments and the amount Mr. Cooper is paying towards my mortgage loan, My account number is: [protected].
I make a payment to Mr. Cooper every two weeks. The auto payment is $553.00, the code at the end of my withdrawal notice ob my bank statement is: NSMJPM15549769,

My loan statement states that my by weekly charge for my loan is $483.00 every two weeks with and additional $50.00 going towards principle every two weeks. My math says 483.00 plus 50.00 is 533.00 Where is my extra $40 dollars going every month?
You can text me at [protected] when you are ready to explain the difference.

The two representatives I spoken with today "Female not sure of her name was not very helpful and seem to feel keeping me on hold for over 9min was a joke, just to transfer me to Sam who was combative immediately from the start and when asked about"If I can speak with a supervisor Sam said "No it takes 3 days.

As a new customer to the Mr. Cooper Morgage loan management group I will say"I'm upset to the point that I'm willing to spend some time looking up the laws and understanding the correct way to make sure those two Reps are reprimanded.
I only had a few questions regarding "being a new member to your company and verifying basic information, such as my payments and the transfer of the loan from Rushmore Loan Management #[protected] to Mr. Cooper #[protected]."

I called around Dec 5 I believe, but the Rep stated that "My information haven't been sent over and that I'd have to wait until Mid Dec to verify my transfer.
I always pay on time and never late as you can see from my history with Rushmore Loan Management. I made my first payment Dec 30th I believe and my first statement shows I owe and extra payment? I just need for the statement to reflect the on time of what's owed and if the transfer affected the payment schedule, then I'm asking if we can start February as the Next payment so that I'm on track.

Thank you and I look forward to hearing back from whom this is attention too.

I have been with Mr. Cooper for years with no issues until now. In 2019 I requested to delete my tax payments from escrow which was done with no issue. Today I have requested to remove my home insurance from escrow with no avail. I talked with 3 agents that have said that I was not approved

To remove the escrow. I have not been late with a payment since the beginning of my loan. After

30 minutes of insisting that I needed to talk to someone that could help. He said he would have to

Refer the account to the escrow team. The agent initially said he would get back with me in 5 days. After giving the lowest possible score on the phone survey, he returned my call in a day. Nothing changed. They would continue to pull my escrow account even though I have changed insurance companies and it is now paided from December 16,2022 to December 16,2023. He informed me it was 2022 and my taxes were removed in 2019, but the policy had not changed! You cannot get to anyone in the escrow

Department to talk to and all you get is a run around. They hold you hostage especially since interest

Rates have gone up and you can't afford to move your mortgage to another company. I should have read the reviews before signing with this company and now I am paying the price. I am talking with my family

Lawyer this afternoon. It is a shame to have to a legal department involved just to get an escrow removed. How can a company decided to continue without your approval!

I mailed out my monthly mortgage payment that Mr.Cooper claims has not yet been received. I mail out my common charges every month at the same time and that has been received. This is the second time this has happened. I have been making timely payments since 2007. Previously this has caused charges from Mr.Cooper and my bank for cancelling the check and a late payment that was not late. I see a fee reverse from Mr. Cooper on this current statement which proves I have not been at fault for the late payment. I still incurred a cancel check fee from my bank since I made the payment with Mr. copper over the phone. My feeling is that account service is not doing their part to ensure payments are handled accurately and in a timely manner.