Consumer complaint received 2022-10-21
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
There are three separate companies involved in this complaint : XXXX. Nationstar Mortgage XXXX Mr. Cooper XXXX. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX received from XXXX XXXX XXXX XXXX XXXX stated that Nationstar Mortgage XXXX Mr. Cooper would start receiving payments for my mortgage on XX/XX/XXXX. 
On XX/XX/XXXX I spoke with a representative of XXXX XXXX XXXX XXXX XXXX, requesting that my escrow account be closed. I was informed that my escrow account would be closed as my XXXX was paid down. On XX/XX/XXXX, I received a letter from XXXX XXXX XXXX  that my PMI account could not be closed because I do not have XXXX. I never asked or requested anything about PMI, only to close my escrow account so that I can pay my own property taxes and insurance. 

My XX/XX/XXXX XXXX & I only payment was sent to XXXX XXXX XXXX XXXX XXXX via XXXX XXXX pay on XX/XX/XXXX. Not only was my XXXX payment paid before the due date, it was more than the payment amount due.. 

Nationstar Mortgage XXXX Mr. Cooper received multiple phone XXXX from me, even on XX/XX/XXXX. After being given information by phone ( female ), to where I could send correspondence for closing my escrow, a gentleman stated, I should have not been given that information, as my account had not yet been onboarded. 

Nationstar Mortgage XXXX received my XX/XX/XXXX Principal and Interest, Only payment in the form of bill payment from my bank, as I have paid XXXX XXXX XXXX for XXXX XXXX XXXX. My loan account with XXXX XXXX XXXX, aka XXXX XXXX XXXX XXXX XXXX was current and has been for over XXXX years. 

Nationstar Mortgage XXXX received my XX/XX/XXXX Principal and Interest Only payment on XX/XX/XXXX, by money order. The money order specifically shows what the payment is for. Nationstar Mortgage XXXX applied the payment somewhere else. 

Several conversations with XXXX XXXX ( XXXX Customer Relations ), did not resolve all of my issues and concerns. Though I received my payment history, and XXXX XXXX acknowledged that she could see how my payments were made ( XXXX payments each month, on the same day, via bill pay ), my XXXX, XXXX and XX/XX/XXXX Principal and Interest only payments were misapplied. 

XXXX XXXX also acknowledged that my escrow account was to be closed and I was to receive a refund of {$3400.00}. I received a letter from Mr. Cooper reflecting that as of XX/XX/XXXX I would be responsible for my taxes and insurance, and my escrow account would be closed. 

On XX/XX/XXXX Mr. Cooper would no longer receive my mortgage payments, as my loan was being transferred to XXXX XXXX XXXX XXXX. I informed XXXX XXXX there would be no need for me to send my XX/XX/XXXX Principal and Interest only payment to Mr. Cooper, since my loan was no longer being serviced with the company, On XX/XX/XXXX I received a letter from Mr. Cooper which reads " my loan was paid in full in the process of cancelling escrow ''. they were unable to cancel the escrow on my account. 

XXXX XXXX XXXX XXXX claims that they have not received my XX/XX/XXXX payment, however, I have provided proof that my Principal and Interest, ONLY payment was mailed, received and cashed. 

XXXX XXXX XXXX XXXX is now harassing me with threatening correspondence and billing statements, as though I am in default on my mortgage. 

Neither Nationstar Mortgage XXXX Mr. Cooper, nor XXXX XXXX XXXX XXXX XXXX along with any of its entities are recorded as mortgage lenders, financer, etc. on my property deed. 

XXXX XXXX XXXX is recorded as of XXXX and the company " changed its name '' to XXXX XXXX XXXX XXXX XXXX in XXXX. The correspondence still went to the office in XXXX XXXX, FL, therefore I did not feel the need to question if my payments were going to the right company. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, severely misapplied my mortgage payments, based on the payment history I received, and the principal only payments I have made in the past. 

My mortgage loan is not behind. It appears that because I have been paying more than the payment amount due, as well as paying down my principal, someone is fraudulently attempting to steal my home.

Company response to consumer: Closed with explanation