Consumer complaint received 2022-02-03
Company: Mr. Cooper Group Inc.
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My local loan was sold to Aurora Loan Services in XXXX. Soon after XXXX began cashing my personal checks on time but posting payments weeks later and adding {$25.00} late fees to the account. This activity continued until I discovered that my bank would pay XXXX directly and sue the company for fraud if that activity ( which the bank verified ) continued. Efforts on my part failed to remove any of the late charges or changed the reduced credit rating though I went through all the hurdles and have the documents to prove the efforts. 
The contract I signed in Oregon included an interest bearing escrow account for property tax and insurance. At one point with the {$3000.00} balance, only XXXX cent was paid to the escrow account. In XXXX, I applied for a local property tax deferral program and was qualified. I wrote XXXX to announce there was no further need for the ( non-interest bearing ) account. I received no reply for TEN Months though the contract required a reply within 20 working days. Meanwhile, every month I informed XXXX to take my monthly payment out of the balance in escrow. At the end of this process, I discovered that {$300.00} had disappeared ; {$250.00} remained and remains in an otherwise closed escrow account to this day ( with no interest ever added ) that the servicer acknowledges. The unexplained discrepancy of available funds allowed XXXX to say I was therefore behind by one payment. I had been meticulous in paying attention to the diminishing amount in escrow - and had never in my life missed a house payment. Late charges have accrued to over {$4000.00} and I do not owe a dime of it. No one ever explained what happened to the missing funds nor allocated the acknowledged funds. 
XXXX ( a XXXX XXXX XXXX XXXX sold my loan to Nationstar Mortgage Services . I wrote immediately of the trouble and unresolved issues with XXXX. NationStar sent me copies of the transactions XXXX reported and refused to investigate further. Late charges continued unabated. Now Mr. Cooper owns this loan. I wrote several letters to them went without reply until I sent one by Certified Mail. That reply, among other things, gave me the exact same data NationStar had, and explained that because I refused to provide my phone number*, an investigator had been sent to examine my property at a cost of $ XXXX. No explanation was given for why or how the acknowledged {$250.00} in escrow still existed. Late charges continue to be added and interest charged on the late fees every month. 
NationStar had had my phone number* and called me, threatening me with very foul language daily for months until I couldn't suffer it any longer and got rid of my land line in favor of an XXXX and an unpublished number. 
The photo** that Mr. Cooper sent in XXXX to prove their local appraisal was clearly a XXXX XXXX shot because the car shown in my driveway had been sold in XXXX. Both NationStar and Mr. Cooper are Texas companies with no offices in Oregon. Aurora Loan Services is located in XXXX, Colorado with no offices in Oregon. Had I been warned about any of the sales before the occurred, I Would have tried to find a local company that I could, at a minimum, speak to in person. 
At the very least fiduciary responsibility has been far less than stellar if not criminal : interest should have been paid on the escrow account, reply to my change of circumstances should have been timely - ten months of silence is simply outrageous ; payments should have been posted when added to their bank account, and where did the {$300.00} go? Why was {$250.00} left unallocated or interest paid to it? 
In theory, the threats by telephone were criminal. I wrote the Oregon Attorney General 's office to report it. A letter of inquiry was sent, allegedly. No reply was received by the OAG 's office and so the matter was dropped. So much for consumer protection! I have the post card that was the only acknowledgement I got. 
In XXXX I met with two representatives from XXXX XXXX who were in XXXX for the express purpose of addressing concerns of homeowners like me. They promised to investigate but there's no evidence they ever did. I went to one of the XXXX events. I met with a representative of NationStar and showed him all my documents ( I have a library box full that goes back to the first contract. ) He also promised to investigate and get back to me. Again, nothing. 
If I were wrong, you would think any one of those people would have made that clear. Yet, no one has ever said I was mistaken. What I believe is that they saw an old woman with inadequate resources to interest an attorney so why worry about the claims. I've been paying a mortgage since XXXX, always at the highest interest rates because I am a single female, never mind I have no bad credit marks, apart from this long and catastrophic relationship with people too far away to deal with and who do not take me seriously. 
Thanks so much for reading.

Company response to consumer: Closed with explanation