Consumer complaint received 2020-05-16
Company: Mr. Cooper Group Inc.
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinanced our mortgage with a local bank and attempted to pay off the mortgage with Nationstar/Mr.Cooper. 

XX/XX/2020 Ordered a payoff statement from Nationstar that was good until XX/XX/2020.

XX/XX/2020 Nationstar paid taxes {$750.00} ( Due on XX/XX/2020 ) with no communication to us about paying taxes.

XX/XX/2020 Funds were received by Nationstar for the exact amount of the payoff statement that was ordered on XX/XX/2020.

Our new mortgage company verified that Nationstar cashed the check that was sent. We were under the assumption that everything was ok. Again, we had not had any communication from Nationstar .

XX/XX/2020Received and auto-generated email from Nationstar stating : It's time to make a payment. At Mr. Cooper, we understand the challenges you face as a homeowner, and we're here to help you succeed. 

We were surprised to get this email, thinking the mortgage had been paid off. I looked up the account online. It stated that the funds were in our account onXX/XX/2020 but Unapplied.

The Rep told me that they were about to send the funds back and checked to see if that had taken place yet. He came back and told me the funds were still there and that if we sent in the amount of the taxes ( {$750.00} ) everything would clear. The bank website shows that the funds were reapplied to the account on XX/XX/2020. We notified our new mortgage company because they paid our taxes as well. Again, no one from Nationstar called us, left a voice message or sent an email to let us know about it. 

When the new mortgage company followed through the amount changed to now needing {$990.00} because of additional interest being charged. The new mortgage company wired the {$940.00} and they are listed in our account on XX/XX/2020. We even did a three-way call with the new mortgage company and Nationstar. However, those funds were applied as a payment and we were told they sent the original payoff back. Again, no one from Nationstar communicated this with us. We had to find out be calling and questioning why the funds still showed unapplied. 

Nationstar stated they sent the funds back to us on XX/XX/2020.  However, the XXXX shipping label shows that they did have the funds in their possession, and it did not ship from the XXXX location until XX/XX/XXXX. The date is not as important as the matter of deception and that they cashed our original checks in their account, earned interest and sent it back even after received the {$940.00} and applying it as a payment instead of paying of the loan. 

We had to wait to receive the check from them, which did not arrive here until XX/XX/2020. We then had to get a new payoff amount, which included additional interest because of their delays and lack of communication. 

I was told by a rep named XXXX that they attempted to communicate with me on XX/XX/XXXX. Since they record phone calls and events, I asked her to give me the name of the rep that called and the time. She said she did not have the information. I went back through my phone log on my XXXX, there were no incoming calls from Nationstar, or messages left on XX/XX/XXXX. There were no emails or notifications. I asked her to define what an attempt at contacting me meant. She admitted that she did not know what the attempt was or how it might be defined. I asked if it meant they dialed the number and just let it ring and hung up and called it attempt. She admitted that was a possibility since there is no record. 

In every conversation, the fault was placed on us, their client. However, we were the ones that had to constantly contact them. In fact, we would have never known at all if we had not called on XX/XX/2020. At the end of the day, they continued to charge us more each day for the delay. At the same time, they kept our many in their bank account for 13 days earning interest. They refused to go back to the original amount or refund for the delays caused by their negligence in not communicating with us, as well as telling us to send the additional amount ( {$940.00} ) and then still sending the original payment back, and using the amount they requesting for a payment instead of paying off the loan. 

We received the funds on XX/XX/2020 and wired the again, new amount on XX/XX/2020. We did so not because we felt we owed it, but Nationstar made it very clear they did not care about their clients and certainly not us. We are extremely glad to be done with them! 

There is no excuse for their lack of communication to us. There is not excuse for their deception, holding our funds, telling us the next step and then when we follow-through, they change the amounts again. He begrudgingly jumped through every hoop just to get to the end of dealing with them. By the time it was over, we paid hundreds of dollars more because of the added interest due to their negligence and dishonesty, all the while blaming myself and our new mortgage company. The difference from the first amount we were given to the final amount paid was an additional {$1100.00}. 

The compliance department of the new mortgage company encourage us to file the complaint. I am confident that Nationstar will state they have done nothing wrong and will cover their rear. It is unbelievable that a company can take advantage of people in such difficult times. The money was there when it needed to be, the difference was sent the next day and they still blamed us.

Company response to consumer: Closed with explanation