Consumer complaint received 2023-12-15
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
On XX/XX/XXXX I have a balance of around XXXX and I did make payments untill XX/XX/XXXX and I did send the amount of XXXX through the end of XX/XX/XXXX and that was the amount of balance on my house because my loan XXXX be ended in XX/XX/XXXX. In XXXX I went to XXXX XXXX XXXX XXXX and make arrangements to pay my taxes by on payment plan and Mr Cooper before XX/XX/XXXX pay my taxes of the mortgage and I did contact Mr Cooper letting them know that I did arrangements and they didn't care so they pay amount of my house taxes and then add it to my mortgage loan in XX/XX/XXXX I did ask the pay off of my mortgage and I did receive a.pay off letter and XX/XX/XXXX I did send a payment of XXXX I contact Mr Cooper mortgage company and told them I was having a financial help from.XXXX XXXX XXXX XXXX XXXX I did spoke to different representative and told them about a check that XXXX  was sending to pay my mortgage payments at that time I requested a pay off and they send me one of the amount of XXXX and XXXX XXXX send the check to Mr Cooper and I did spoke to a representative a told him to accept the check please and the representative transfer me to a supervisor and the supervisor told me they needed to return the check and they did returned because it was not the account number on the check that was in XX/XX/XXXX then I spoke to my case worker from XXXXXXXX XXXXnd let her know the situation and she told me they will resend the check again with loan number and they did send the check of the amount XXXX but Mr Cooper did not receive it and I was very confused why Mr Cooper did not want to receive it so I was contacted Mr Cooper and then spoke to a representative and told me that the check will need to be do by wire transfer i did contact my case worker let her know, in XX/XX/XXXX Mr Cooper representative told me by phone that my house was on foreclosure and I was so worried and since then I can even sleep ... then I ask the representative for the pay off and she told me by phone it was XXXX and she told me it has to be do by the XX/XX/XXXX. My case worker was not able to send the money on the XXXX of XXXX and I did contact XX/XX/XXXX a representative and told me that in XXXX my amount will be not the same of XXXX and I did try to contact Mr Cooper and the system went down for 9 days in XX/XX/XXXX then I did call and the automatic system took XXXX payments of XXXX dll in XX/XX/XXXX then i have being asking for the pay off and all the representative that i have spoken told me there did not have it and told me that the XXXX payments i make in XXXX is on a savings account that they will not put in in my balance and i and I am very worried they sell my house without letting me know I have so much going on with this representative people and I did found out that Mr Cooper sell my loan to Nationstar on XX/XX/XXXX and they did not notify me ..and now I am dealing with another company name Rushmore servicing and is the same as Mr Cooper i am very confused and very worried because this is very weird..i need help to investigate all of this issues and i do have all the receipts and evidence..another issue my house insurance was going to be renewed on XX/XX/XXXX and Rushmore Servicing already pay it off and another issue I went to make arrangements on a payment plan with XXXX XXXX XXXX tax and Rushmore Servicing pay the amount in full and I did let them know to not pay my taxes and they pay it on XX/XX/XXXX I do feel this bank is has being doing a fraud on my loan account

Company response to consumer: Closed with explanation