Consumer complaint received 2023-04-17
Company: Mr. Cooper Group Inc.
State: GA
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My initial contact with Mr Cooper ( Nationstar Mortgage LLC ) happened on XX/XX/XXXX. The customers on their mortgage passed away and the authorized user passed away and I am the admin of the estate for the authorized user. I told them everything that was going on and was told to email an email address, which I did. I was told to forward all information I had and I would receive call back in 7-9 business days .... Fast forward to XX/XX/XXXX, no call back so I called them back. I confirmed they received the email from me with all the information, BUT they added my mother as the authorized user ( you know, the one that passed away and I'm the admin of her estate ) even though I provided her death certificate on XX/XX/XXXX. Fought back and forth with them for hours and finally was able to talk to them. 

The mortgage hadn't been paid since my mom 's passing in XXXX, and they obviously wouldn't speak to anyone until AFTER I got my admin paperwork ( EVEN though they added the incorrect person to begin with on the account as the authorized user ) so the mortgage was behind. Late XXXX we get notification that the house is going into foreclosure and scheduled to be sold XX/XX/XXXX ( even though STILL no one will talk with me even though I provided paperwork ). 

Finally after the hours on XX/XX/XXXX of fighting back and forth I was authorized as the user that they would talk to. I was asking what we could do to avoid foreclosure and get the house caught back up. I was told I could NOT make payments towards the full amount owed; it had to be paid in FULL or they would still foreclose. I asked for the amount and was given a past due amount of around {$12000.00}. In my mistake, I didn't write down the FULL amount so I called back asking to get the amount and was told that we would need to " submit a quote for reinstatement '' and would get it in 24-48 hours. 

The next day, XX/XX/XXXX I was given a quote of around {$13000.00}. I was shocked. First I was told {$12000.00} and now it's gone up {$1800.00} overnight. I immediately asked to speak with a XXXX, was told XXXX wasn't available and they would request one to call me back in XXXX to XXXX hours. I asked MULTIPLE times of the representative that called me if this quote would go up and I was told the same thing over and over again : Yes, the quote will increase again on XX/XX/XXXX, but not before then. 


Here we are on XX/XX/XXXX. I called Mr Cooper to get the wire information so I can pay off the {$13000.00} out of my pocket to catch the estate up. I was told a few steps had to be taken and one of them was to pay the reinstatement amount. I advised that I was aware and it was XXXX 

I was told it wasn't, it was now {$15000.00}... I immediately demanded a supervisor because now I had been lied to not once, but TWICE over this issue. I was told the amount would NOT increase until on XX/XX/XXXX. I advised that I demanded one weeks ago, they acknowledged there was a request for one, but yet again, I didn't get a response. 

I was transferred to a supervisor 's voicemail and yet still no callback ( no surprise at this point ) Acting as a debt collector, it seems to me that they have now violated the FDCPA not once but TWICE. They have lied to me on the amount owed on at least 2 occasions. 

In order NOT to lose my family home of almost 30 years, I now had to come up with more money. I went ahead and sent a wire transfer of the amount they demanded to clear the foreclosure.

Company response to consumer: Closed with explanation