Consumer complaint received 2022-10-17
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
During the process of selling my home, I received a notice from our attorney on XX/XX/XXXX stating that XXXX XXXX found a " Title Defect '' on my property. 

XX/XX/XXXX Mortgage Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Lender XXXX XXXX XXXX XXXX XXXX XXXX Assignment of mortgage dated XX/XX/XXXX Assignor : XXXX XXXX XXXX successor by merger to XXXX XXXX XXXX XXXX, XXXX Assignee : Nationstar Mortgage, LLC Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Note : Assigns the mortgage above at XXXX Mortgage Satisfaction dated XX/XX/XXXX Lender : XXXX XXXX XXXX successor by merger to XXXX XXXX XXXX XXXX, XXXX Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Note : The above mortgage recorded in XXXX as assigned by XXXX was incorrectly satisfied by XXXX XXXX XXXX successor to XXXX XXXX XXXX XXXX, XXXX instead of the holder of the loan, Nationstar Mortgage LLC. Nationstar is now doing business as Mr. Cooper XX/XX/XXXX I contacted, via email, Nationstar Mortgage dba Mr. Cooper and explained the situation asking that they correct the filing as soon as possible prior to the scheduled closing date of XX/XX/XXXX. 

XX/XX/XXXX I contact, via telephone, Nationstar dba Mr. Cooper and spoke to a representative who stated I needed to send an email to XXXX. I did this. I received no response. 

XX/XX/XXXX I sent in another email, I also called and spoke with a XXXX who stated I should fax the information to XXXX. I did this. I received no response. 

XX/XX/XXXX I called again and spoke with a XXXX and also a XXXX XXXX claim the satisfaction was filed correctly. I asked for the escalation department telephone number so my attorney and I could call together and explain why the satisfaction was filed incorrectly back in XXXX. I was disconnected. I called back and was told that the department that handles this type of situation does not accept incoming nor do they make outgoing calls. I sent another email. 

XX/XX/XXXX @ XXXX an unidentified representative from mr. Cooper called stating the satisfaction was filed correctly, and when I tried to explain why it wasn't I again was disconnected. 

XX/XX/XXXX @ XXXX I went online and did a virtual chat with a XXXX. She stated that a request is into Lien Release Department to correct the problem and I should wait 7 business days for a response. I did not receive a response. 

XX/XX/XXXX I was able to close on the sale of my property however I had to sign an Undertaking and Indemnity statement saying I would have the title defect fixed. 

XX/XX/XXXX. I called spoke with a XXXX who again reiterated that the research department is an internal department that does not receive or make outside calls. She put me on hold for 20 minutes and I again was disconnected. 
I called back and spoke with XXXX, who stated that always have calls " drop '' so he took my number to call me back in case the call dropped. It did, and he did call me back. He advised that an order had been placed for the correction to be filed with XXXX County, State of New York and told me that this order was placed on XX/XX/XXXX and does not know why is has not been executed yet. he sent in another request to have the satisfaction filed in XXXX amended. 
XX/XX/XXXX XXXX I called and spoke to XXXX XXXX she was not very helpful at all and said she would send in another request into the Lien Release Department XXXX She took my telephone number to have someone from that department call me. No one has. 

It is now XX/XX/XXXX - I have not received the corrected filing, I spoke with the XXXX County Clerk and they have not received an amendment request. 

The XXXX XXXX XXXX is withholding funds from my closing until I get this situation with the incorrect filing of the satisfaction from XXXX corrected., stating that the defect '' will remain on the title even though the entire mortgage was satisfied when I sold the property XX/XX/XXXX. 

I am getting nowhere with Nationstar dba Mr. Cooper and I do not think it is right that I am being held financially responsible for the mistake they made in the first place back in XXXX when I refinanced my loan.

Company response to consumer: Closed with explanation