Consumer complaint received 2019-02-22
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Back in XX/XX/XXXX when we had a hurricane hit the XXXX XXXX, the company I work for had to be closed for a few days due to extreme flooding. I had heard on the news that we could call our mortgage company and could get help with applying about three months to the end of the payoff date. I had elected to pay a partial payment for three months and when the paperwork was sent to me to complete the process in XX/XX/XXXX, they had my principle balance of {$99000.00}. I had explained to them that I had purchased the house for {$86000.00} and that there was no way that my principle could be that much and refused to sign their documents until it was corrected. A few months and a lot of phone calls went by and finally, in XX/XX/XXXX, one of their employees said that I still had time and i had till the end of XXXX to get the paperwork done. They even sent a Notary for me to sign the papers and she took them with her to have them delivered. The Notary stated that my payments would now be {$860.00} so for my XX/XX/XXXX payment, I paid {$870.00} from my checking account and was sent back from them on XX/XX/XXXX. I called and asked for a manager to why my payment was being returned and he stated that the reason was due to me being late on the paperwork. I explained to him that the company he is employed by sent their notary and took the paperwork with her. He then said to resend the payment and it would be looked into. They accepted the payment but starting in XXXX, I started receiving several calls of owing back pay due to being late on the paperwork. I started to get real upset and simply asked for another manager which he then stated that he would have to listen to all of the recorded calls to see how to resolve the issue. I then requested to be added to the no call list since it was the same call over and over again and can not receive calls at work. I believed everything was getting done and after sending my XXXX payment, it was sent back to my checking account on XX/XX/XXXX. I then called and spoke with XXXX XXXX and explained again of what has been going on. He then looked at the notes and couldn't understand what was going on with my account and said to send the payment back and that he would restart the modification process again and said if I had any other problems, to contact him. I also requested to take me off the do not call list so that I could have updates on my account. I sent the payment back on XX/XX/XXXX just to have them resend it back on XX/XX/XXXX. I received another call from one of their employees just to tell me that I was in foreclosure status and since the day this has all started, I've been worrying about losing my house and not knowing where me and my kids would be living. This has been extremely hard on me since I have a fixed income and trying to keep my credit score in good standing. Now I'm being told by Mr. Cooper that I now owe over {$4000.00} with back partial payments and late fees which I don't believe was my fault in any way. I have communicated with them and told everyone I have spoke with about my problem with Mr. Cooper. I have researched this company and found many negative reviews and complaints with similar situations. I don't know where else to turn to and can not afford to lose my home. I have tried refinancing but no one will do it with Mr. Cooper saying what I owe them. Please contact me at XXXX. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation