Consumer complaint received 2023-09-15
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Note : while I am writing this complaint, it is coming from both my husband and I, so there are parts where I do use " we '', " us '' or " our '', and others where " I '' or " me '' are more appropriate. 
There are really two situations going on, but we are going to start with the most recent one first. 
Situation 1 We sent in a partial payment for XXXX in the amount of {$3200.00} ( came out of our account on XX/XX/2023 but I think we might have set up earlier ), due to the other situation we will explain at the end. It was enough to cover the Principal and Interest ( P & I ) payment of {$2700.00}, and still have some left over for taxes and insurance. When I spoke to Mr. Cooper on XX/XX/2023, they refused to post the payment without the remaining Escrow portion. I have tried to make clear to them that the amount that needs to be paid for us to be considered current, per our loan documents, is just the P & I amount ( {$2700.00} ), not taxes and insurance. Due to not being able to get them to post it ( had one person say she understood what I was explaining ), that same day I requested they remove the Escrow from our account. This was approved on XX/XX/2023, but won't be completely finish until XX/XX/2023. On XX/XX/2023, we sent them proof showing this, which was our Note highlighting the applicable sections about Monthly Payment and Delinquency. On top of that, their site shows that they will charge us the late fee of {$130.00} if the remaining {$570.00} is not received by XX/XX/2023. The {$130.00} is 5 % of our monthly payment, which is what our Note says, yet they want to charge us the late fee for not paying Escrow. The Escrow is not due until next year, they have 2 monthly payments of Taxes and Insurance extra from closing sitting in there already. Being that I previously worked in the Mortgage industry for a little under 22 years this concerned me, as : -How many other customers have become delinquent even though they made their P & I payment? 
-How many other customers did this result in negative credit reporting? 
-How many other customers were foreclosed? 
Situation 2 ( they have all this information already, but can provide again if needed ) Previous Situation reported to XXXX  : The reason we only sent in a partial payment for XXXX is their failure to complete the recast in sufficient time. We closed on our loan with XXXX on XX/XX/2023, and shortly after that they sent the servicing to Mr. Cooper. We requested information on how to do a recast, as we knew ( long before closing, and notified XXXX ) that we would be receiving money from the sale of our land to put down on the mortgage ( did not come in until after closing unfortunately ). The recast request did not state how to pay the additional principal ( curtailment ), so we got it set up to go with our XXXX payment to XXXX. We paid this on XX/XX/2023 through the XXXX site ( it posted to their system XX/XX/2023 ). On XX/XX/2023, we sent Mr. Cooper the signed recast request with the {$250.00} fee, gave them the information on the curtailment made to XXXX ( {$100000.00} ), and calculated out the balance we would expect the payment amount to be determined to be effective XXXX. The Subordination department at Mr. Cooper confirmed receipt of the request on XX/XX/2023 and that it was approved, but said they had not received the curtailment ( to be clear they said a lower amount, which already concerned me ). I followed up the same day to point out that I did mentioned on the request the curtailment of {$100000.00} to XXXX was already made. XX/XX/2023, I received notice from the Subordination department that they still did not have the curtailment, so I called XXXX and confirmed it will be sent that week, which I relayed to them. Crickets the rest of XXXX. I confirmed late on XX/XX/2023 that the curtailment was now displaying on their system ( showing XX/XX/2023 mind you ), and I followed up with the Subordination department again on XX/XX/2023. Later that day, I receive an e-mail with the Modification showing the effective payment as being XXXX. I was livid. Not once were we told there would be any delay in this due to the originating company having the money, and Mr. Cooper sub-servicing the loan. Multiple times we provided documentation showing that we had taken all the necessary steps, but they refused to accept their error. We reported it to the XXXX and disagreed with their response. Even the originator of the loan, XXXX, attempted to contact Mr. Cooper to have them resolve, and he was equally frustrated ( he requested they transfer the sub-servicing to XXXX, but he was not sure they would do so ). I even had someone say that they talked to my husband, when it was really the originator of the loan, and she had the audacity, when I said that wasn't my husband, to use my husband 's name ( clearly reading from our file ). Very concerning on what kind of security processes they have in place. While we still did not agree with the Modification having XXXX 's payment, we signed and sent by the deadline ( XX/XX/2023 ), to avoid further delays, and we commented on the cover page to make it clear we still did not agree. They received it on XX/XX/2023 and processed for the XXXX payment. Since we did everything required of us for it to be effective for XXXX 's payment, we calculated out what the payment actually should be with Taxes and Insurance, and that is why we paid the {$3200.00} mentioned above. 
Even though we don't mind not having an Escrow account ( don't like that they can earn interest on our money ), we should not have had to do this in order to get our payment made for XXXX. We also should not have had to wait for the Recast to be effective another month. Part of their claim on this is that XXXX is the investor, but once again, I am aware, from working in Mortgage, that they can buy back from the investor to make something right that they did in error. We have no confidence in this company or their ability to read the loan documents that they are supposed to be executing.

Company response to consumer: Closed with explanation