Consumer complaint received 2022-12-16
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My previous mortgage company had started a loan modification with me in XXXX 2022, and trial payments were made in XXXX, XXXX, and XXXX. Before my loan modification was finalized, Rightpath XXXX took over my mortgage and I received a letter in XXXX stating that they were going to honor my loan modification. For several months, I tried calling rightpath every two weeks to see where they were at with my loan. I was told several times in XXXX that I had to sign paperwork and to keep checking the mail. Then in XXXX, I was told the same thing and it was added by one of their representatives that some loan transfers take a month or two. In XXXX, I had a HUD certified specialist help me work with rightpath and between XX/XX/XXXX and XX/XX/XXXX, I have made dozens of calls to them, half of those were conference calls with the specialist, and no one could tell us why my loan was going up so much. We finally were able to get my rightpath dedicated loan specialist, which was the first time Ive ever been able to reach her, on XX/XX/XXXX, and it was explained that it was escrow that the previous company didnt include. I requested that the documents be mailed and emailed to me because this was news to us, and I did not sign any documents with rightpath, and we got the amount that I would need to pay to stay 60 days behind. I paid this amount by the end of XXXX. I received a certified letter from rightpath towards the end of XXXX stating that I had until XX/XX/XXXX to pay the entire past due balance from XXXX to XXXX or face foreclosure. I again called rightpath to say that this was not possible because they raised my mortgage by {$600.00}, and couldnt explain why until XXXX. XX/XX/XXXX, we call to ask about spreading the new escrow over more months to help me pay the new amount and we were told that we had to request that by email to their customer relations dept, which I did as well as ccd my advisor on XX/XX/XXXX with no reply. XX/XX/XXXX, we called and asked about the email we sent and if there was any progress, was it received, etc. to which we were told there was no way to change the new mortgage amount and that there was nothing they could do. I was advised by my advisor to send this complaint as well as look into funding and legal resources offered in Washington, which I started immediately. My advisor has said that he has had a lot of clients that are having problems with rightpath and that mine have been by far the worst hes had to deal with. Sketchy answers from at least ten different representatives there and none ever matched, then when I asked what can I do while they figure out my loan transfer in order to make payments and not rack up fees, I was told I couldnt make any payments until this was finalized, and there would be no late fees. Now that they finalized this, which they are claiming has been finalized since XXXX and that I owe the entire past due plus late fees. This has been the worst loan servicing company that I have ever heard of and definitely ever experienced. My interest rate was decent from the previous company and rightpaths dishonesty makes me feel they are trying to force me to refinance or apply for a new loan modification with them. These kinds of shady dealings need stopped.

Company response to consumer: Closed with explanation