Consumer complaint received 2023-04-24
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, In XX/XX/XXXX My husband and I were experiencing financial problems due to loss of income. I reached out to XXXX XXXX XXXX XXXX in XX/XX/XXXX. I was then Two months behind on my Mortgage. I was able to receive funds from XXXX XXXX XXXX Ohio that would pay my Mortgage Company XXXX the two months in rears and make my Mortgage payments until XXXX of XXXX. In XXXX of XXXX XXXX sold our Loan to RIGHTPATH AKA NATIONSTAR Mortgage Company. I started to receive Mortgage Statements from RIGHTPATH In XXXX stating that I was past due on my account. At the time I did not think anything of it, I just thought that the Funding from XXXX XXXX XXXX  had not been applied to RIGHTPATH and that it would eventually be caught up. I keep receiving past due statements. The second week in XXXX I contacted XXXX XXXX XXXX XXXX and told them the Mortgage was sold. They instructed me to send them the Good bye letter from XXXX and the Welcome letter from RIGHTPATH. The person I spoke to said to do this immediately or else it could be Months before it would be resolved. I sent these two items immediately along with RIGHTPATHS latest Mortgage Statement. A month went by and RIGHTPATH was still not receiving the funds from XXXX. I did a three way call with XXXX and RIGHTPATH in XXXX. I explained everything to them I was assured by the agent at RIGHTPATH that they were going to Straighten everything out. In XXXX I called RIGHTPATH to make my regular mortgage payment and I am unable to do so because RIGHTPATH is telling me they never received the Federal Funds from XXXX and that my Mortgage is {$8000.00} behind. They gave me a name of a Dedicated Loan Specialist that was handling my account and told me that she would call me. She never called me. I keep calling RIGHTPATH in XXXX and XXXX and I ask them if they received the money from XXXX? No, they said we have no record of any transfers. The gave me the name of another Dedicated Loan Specialist ( XXXX XXXX ) he was suppose to call me the following Monday and never did. Now I'm getting upset and call RIGHTPATH in beginning of XXXX and expressed my anger, they tell me there sending a EMAIL to XXXX and he will call you Monday. Its now XX/XX/XXXX XXXX has not contacted me and I received a Letter from Mr. Cooper ( A sister Company ) stating my loan has been referred for foreclosure. So today I called the Consumer Finance Protection Agency and spoke to an Advocate, her and I did a three way call to XXXX to find out when they sent the funds to RIGHTPATH. The rep at XXXX had to get with Acquisitions and Transfer team to research when funds were sent and write an internal E-mail to RIGHTPATH. I was told by XXXX XXXX XXXX that I will be helped in the order I was received and that the only way I would get priority is when our house would go to Sherriff Sale, only then would I become a priority. So in closing, I have been making numerous phone calls to all three parties involved, I am ready to resume my monthly payments and have XXXX, XXXX and XXXX payments saved. I think that RIGHTPATH should be the ones trying to find these missing funds instead of me, also XXXX XXXX XXXX should not put consumers in this situation where they are at risk of losing there home and destroying our credit. Thank you

Company response to consumer: Closed with explanation