Consumer complaint received 2023-10-11
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
This was my latest fax to them along with my previous correspondence after that. I tried to remove information that could identify me. 

After my last 90 days trying to get accurate information from your department, it is now clear that I am officially getting what is called, The Runaround. I again, have to spend my time to ask the same questions since you have not answered any of my previous concerns ( see below for letter XX/XX/XXXXXXXX  ). This is my third correspondence since you transferred our loan and we saw our accounting for the loan do not match up. I am dissatisfied and discontented with your response and I now request my concerns be sent to mediation, arbitration, or whatever the next level of complaint and appeal is when I am unable to get sufficient or accurate information from your Department. 
For instance, the letter sent from your office ( see attached D ) correctly asserts that my mortgage didnt start with you until XX/XX/XXXXXXXX  ; with no payments due until XX/XX/XXXXXXXX  but your staff then goes onto to incorrectly state that the date of multiple unexplained transactions on your side, as XX/XX/XXXXXXXX  ( prior to the date the mortgage started with you ; per your own statements ). How can I trust anything said when the dates are so obviously wrong? 
Additionally, I continue to tell you that my account was never late so you are inaccurate again when you continue to say the amount was reapplied to bring the account current at that timeAnother lie ; or inaccuracy. Then you go on with more nonsense that doesnt even make any logical sense. 
Further, I told you NOT to re-send all your transaction history because it is a huge file, I already have it, and I can not work with the file the size that you send it. STOP re-sending the same information and answer my questions and explain your bizarre and purposefully obscure and mis-leading accounting practices. 
I believe this is part of your customer service plan to continue to repeat and regurgitate inaccurate and out-right lies until people get too tired to continue to seek the truth. I want my complaints and concerns kicked up to the next level of management or problem resolution process, asap. I will further move forward with filing a report with the Consumer Financial Protection Bureau and include this letter. 
Once again what I have asked for and will be included in my complaint is : 1. A total of the amount paid to Mr Cooper from me over the time they have held my loan. I dispute the amount paid vs the amount credited to my account by Mr. Cooper 2. An explanation and correction of my XXXX  IRS filings of the Mortgage Interest Statement 1098 ( see attached A : 3 different XXXX  1098 forms, one corrected after the XX/XX/XXXXXXXX  phone call that I made to staff and weird transaction history on XX/XX/XXXXXXXX  ) 3. Explanation and review of the accounting that happened on my account on XX/XX/XXXXXXXX  ( see attached B & C ). There are over 5 PAGES for one day! I called and told them to apply the extra money paid ahead on the account to the principal and paid an extra amount toward the principal in addition to the normal payment every two weeks. MR Cooper continues to say that the multiple nonsensical payments shown were to bring my account current but I have NEVER been late. Nothing Mr Cooper says makes sense or is truthful. 
4. I dispute the amount paid vs the amount applied since the beginning of the loan. Our loan was paid in advance until XX/XX/XXXXXXXX  and Mr Cooper got our loan XX/XX/XXXX. They admit this in all documents for the start of the loan. But we did not wait until XXXX to start paying, we continued our twice a month payment but Mr Cooper did not give us credit for those additional payments on our 1098. I do not trust that they applied the payments properly since none of their accounting has added up and by XXXX, the accounting process changed again and my responses to inconsistencies were minimized and ignored. Moreover, in the case of XX/XX/XXXXXXXX  transactions ( see attached of 5 pages! B ), completely ruin the validity of the two different accounting methods used on my account. 
5. I would like information on the meaning and the reason for the change on my IRS 1098 Mortgage Interest Statement ; Line # 9 Number of properties securing the mortgage. What does this mean? In XXXX  it suddenly changed to say 02??? Why would it say that there are 2 properties securing my mortgage?? This is very disturbing and Mr Cooper will not answer my question about this. 


Attachment A : 3 different inaccurate 1098 IRS forms for XXXX  Attachment B : 5 pages of transactions on XX/XX/XXXXXXXX  ( Dispute what happened that day? ) Attachment C : Shows prior to XX/XX/XXXXXXXX  account status and how accounting was done before Attachment D : Copy of letter filled with inaccuracies from the Mr Cooper Research Dept XX/XX/XXXXXXXX  PREVIOUSLY SENT ; RESPONSE ATTACHED WITH INCONSISTENT DATE MARKED. 

XX/XX/XXXXXXXX  Mr. Cooper Research Department, I want this taken care of immediately because the amount that you recorded, and transferred, to a new lender is incorrect and needs to be corrected asap. As soon as the correction has been made, information of the corrections needs to be given to the new lender and myself for my records. 
You will see that I have had complaints about your payment recording process since our mortgage started with you XX/XX/XXXX. You can see multiple complaints dating from XX/XX/XXXXXXXX  on with multiple complaints and a fax dated XX/XX/XXXX, requesting you review the payments your accounting was missing. 
As a result, multiple corrections were made by your office but they were done incorrectly. Upon review of the records and with a final accounting of my account with you, your XXXX  tax information and the amount of money applied to my account is wrong. Subsequently, I see errors in each Annual Escrow and Interest Statement since we started with you. 
I understand that you transferred my loan, without notice, before I could gather all the audited information and ask for you to fix your mistakes and promptly notify the new lender of the correction. 
I am demanding that a full accounting be done of my account, starting with your starting balance and what XXXX said was transferred to you. 
Additionally, whatever your staff did to my account on XX/XX/XXXXXXXX  is appalling and there is no way I can work it out or try to figure out what was done to my account on that day?? This needs to be investigated and fixed immediately. 
I have attached a listing of all payments made to Mr. Cooper from my bank account since the start of my time with you. If you want a full copy of my banking records from my bank account, I have it printed it out but it includes private banking information and would be costly to mail to you. If you want more information or proof, other than what has been provided, you will have to pay for that expense. 
Please note that when you took over my loan you cite the balance as XXXX ; it also says that the first payment was not due until XX/XX/XXXX ; NOT the XX/XX/XXXX date that you started the loanthat means that you already had XXXX months of payments pre-paid ( as evident by your own records and attached to this correspondence ). Additionally, XXXX verified that you were transferred the total of the XX/XX/XXXX payment as well. This was all explained in fax sent to you XX/XX/XXXX. 
You can start there. Then you can look at XX/XX/XXXX transactions done by your office, then you can look at the XXXX incorrect annual escrow and interest statement sent to the IRS in XXXX for the XXXX payments, along with my complaints that it was wrong. 
The same amount has been paid each year except for XXXX when additional payments were made. I am not disputing any ratio of payment to principal vs interest. XXXX disputing your annual total of what I paid along with an incorrect ending balance and beginning balance on my mortgage incorrectly transferred and sold. 
Additionally, I am concerned by the change in what is put on the XXXX XXXX and XXXX XXXX in XXXX # XXXX. There is only XXXX property, there are not XXXX? Why has that been changed? It was not what it said on any of the Annual Escrow and Interest Statements for XXXX ( corrected or initial ) and it was not on for XXXX ; suddenly in XXXX and going forward, the number in box # XXXX is changed to XXXX?? Again, this is a huge error!! This also must be fixed immediately and corrected tax forms must be prepared immediately since you have transferred my loan with fraudulent information that does not leave me whole and it leaves me financially injured.

Company response to consumer: Closed with explanation