Consumer complaint received 2019-04-24
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX we filed a complaint with the CFPB. Thanks in part to the CFPB, the lender, Mr. Cooper stopped the sale of our home that was scheduled to take place on XX/XX/XXXX. XXXX XXXX at Mr. Cooper wrote a response to the complaint which admitted fault in the foreclosure process and promised specific credits related to the wrongful action. Please see original complaint for XXXX XXXX 's response letter. 
The below letter was emailed on XX/XX/XXXX to XXXX XXXX. We received a letter in the mail dated XX/XX/XXXX acknowledging receipt of the below email ( see PDF copy ). The letter states " a response will be provided no later than XX/XX/XXXX '' Today is XX/XX/XXXX and we have seen NO RESPONSE. Our payment amount is STILL incorrect. Promises were NOT kept. Mr. Cooper has Failed to respond to our requests. Unfortunately we feel we have NO choice but to file a NEW complaint. 
After submitting our reinstatement amount of XXXX on XX/XX/XXXX. Although incorrect, on XX/XX/XXXX we made a payment of XXXX which the XXXX statement asked for. On XXXX 's statement Mr. Cooper had rejected our XXXX payment without giving a reason. We had paid the payment amount listed thinking credits were to follow per XXXX XXXX 's CFPD response dated just two days earlier. We had expected credits and a corrected payment amount would catch up by XXXX 's statement. How wrong we were. Instead we received NO CREDITS, a rejected payment and ADDITIONAL legal fees piled on top. 

( Our response to Mr. Cooper 's response to our first complaint ) Previous Case # XXXX CFPB Complaint ID # XXXX Dear XXXX XXXX, Thank you for your candid response letter dated XX/XX/XXXX to our complaint we filed with the CFPB. 

Prior to the response with substantial effort we were able to stop the sale of our property. Our thanks go out to the team at XXXX XXXX XXXX XXXX for reaching out to people above our account representative at Mr. Cooper. We have not learned just whom made the ultimate decision to stop the sale at Mr. Cooper, but we are grateful to them as well. 

As you are aware on XX/XX/XXXX we did submit a reinstatement amount that was listed as XXXX in a correspondence from Mr. Cooper in an attempt to bring the loan current. 

In our CFPB complaint we laid out how our loan became delinquent. In your response you do take responsibility for errors that were made by Mr. Cooper causing our payment to rise above our affordability. As time went on the fees compounded. In our complaint we asked that any and all fees and charges related to the sale of our property be quashed due to Mr. Cooper 's error. 

In your letter you stated a credit would take place for XXXX. Since we paid the initial lump sum and one subsequent payment in XXXX we have only seen a credit of XXXX on XX/XX/XXXX. In XXXX 's statement there are new legal fees totaling XXXX. What is that about? 

Due to the time involved in stopping the sale of the house we have yet to fully review where the lump sum payment was applied from our end. There appears to be a substantial amount of monies that went to escrow. 

Currently your system would not accept our XXXX payment for what should be our normal PITI payment. There are escrow charges in the amount of XXXX shown as due. Our XXXX statement shows another escrow payment of XXXX is due. That would be XXXX over 12 months. Our taxes and insurance for a year are just over XXXX per year. What is the other nearly XXXX for? Also when we paid the XXXX in the lump sum there appeared to be monies that went to an escrow owed. Therefore one would think the escrow zeroed out at that time. Again what is the extra 6000.00 for? 

We suspect these charges may be related to the sale that was not and should not have been held. Even worse it could be ANOTHER error in escrow calculations. Once again with this XXXX additional payment we are right back where we were when we couldn't afford more than what should have been due. 

We have NO faith in contacting any account representative as we were only strung along by the last one while the charges piled up. 

We are reaching out to you to learn how our lump sum payments were applied? Why the XXXX statement has new fees attached? Where is the full credit you promised? As well as when and if the FULL amount of fees and charges related to the calling of the erroneous sale will be credited? 

Thank you for looking into this matter and we await your timely response so we to end up in the same jackpot we were in before. 

On XX/XX/XXXX we sent the below follow up letter to XXXX XXXX via email and USPS. Still NO RESPONSE via email or postal mail. 
Dear XXXX XXXX, We emailed you back on XX/XX/XXXX. We have yet to receive a response other than a boiler plate letter in the mail stating Mr. Cooper received our correspondence. 

We also received a notice that says our loan is in " default '' dated XX/XX/XXXX. We are confused as we are a little more than 30 days past due, but less than 60 days. As you know per our previous email, we are awaiting a correction to our payment amount. 

Due to the errors that have consisted within your impound account department, we have requested further impounds to cease. 

Please find a copy of the letter we sent today to the Errors at the Customer Relations Department at XXXX XXXX XXXX XXXX TX we sent today. 

Please advise so we can forward a corrected payment ASAP. 

Thank you,

Company response to consumer: Closed with explanation