Product: Mortgage

It is with frustration, anxiety and anger that I am forced to write this letter. We have purchased, sold and refinanced many homes in our XXXX years of life, NEVER have we had the problems we are now experiencing with " Mr. Cooper In XX/XX/XXXXwe contacted Mr. Cooper to discuss reducing the terms of our loan. We spoke with XXXX XXXX who immediately sent documents to expedite a refinancing of our loan to 15 years. We thought the points and fees were excessively high so we contacted our personal banking providerXXXX XXXX XXXX where we initiated the refinancing process. Our 1st negative interaction with Mr. Cooper is when they told our agent, XXXX XXXX that our XXXX payment was late. Not only was XX/XX/XXXX's payment paid before the " received late date '' but we had paid an addition {$370.00} in principal, a practice we adhered to monthly since the date of our loan. In the process of reviewing the loan documents I noticed the payoff included an amount for property tax which I had believed were paid. On XX/XX/XXXXI was advised by the County of XXXX XXXX that our secured property taxes were not paid even though they were due XX/XX/XXXX 
We signed closing documents onXX/XX/XXXX with a distribution date of XX/XX/XXXX. Attached you will see the Mr. Cooper 's loan documents that are datedXX/XX/XXXXand has an unapplied amount to the loan of {$370000.00}. ( This amount is {$1800.00} less than the payoff XXXX XXXX presented in the loan documents date XX/XX/XXXX ). 
When we arrived home after the XXXX holidays, we had a loan statement from Mr. Cooper, the statement was dated XXXX/XXXX/XXXX that stated we now owed {$6500.00}, had late fees and they now reported a " Partial Payment, ( Unapplied ) '' for {$370000.00}. We did not give it much thought since Mr. Cooper is always slow to post payments. Fast forward to XXXX XXXX XXXX ; we received a letter from Mr. Cooper discussing solutions and contacts to help us make our payments. I called our agent, XXXX XXXX who had never heard of such unprofessional unethical behavior from a lending institution. Our title company, XXXX XXXX XXXX obtained a good faith pay-off from Mr. Cooper, a payoff that Mr. Cooper now says is short. XXXX has wired monies to Mr. Cooper on more than 1 occasion but Mr. Cooper will not honor the payoff as they keep changing the initial payoff amount. I have called Mr. Cooper several times but I always experience a excessive wait time. On Wednesday XXXX/XXXX/XXXX Mr. Cooper returned my call but instead of talking to an agent, I received a recorded call that stated they had " called in error '' and while in the process of verifying the date of their returned call I noticed that on XXXX XXXX I have 5 missed calls from XXXX XXXX all within 1 minute, probably a ruse to prove they tried to contact us. 
We are at a loss as to what to do. We are responsible individuals who have always made payments in a timely manner. We take pride in paying our bills on time as reflected by the Credit Score Disclosure report issued by XXXX, a report ordered by Mr. Cooper on XXXX/XXXX/XXXX. Consumers should not have to fight this kind of battle. We have policies and procedures in place, that should prevent this type of situation from occurring. We request that Mr. Cooper immediately honor the original pay-off they gave and waive all fees, which includes late fees.