Consumer complaint received 2023-05-16
Company: Mr. Cooper Group Inc.
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The accounting has been a complete mess I try to keep the scope small. As of XXXX  my balance owed  late payment was XXXXXXXX, per invoice. This also reflects payments with escrow totaling XXXX per month.  
But the escrow was only XXXXXXXX negative. Thats 12 months worth (while they show XXXX). The escrow to P&I  was way screwed up. At their lowest cooper states I was 20 payments behind. XXXX XXXX  XXXX  attach.  
I kept showing them conflicti9ing documents 
As things have been in conflict before They misapplied payments to escrow to balance to back payments and nothing matches.  
When we see XXXXXXXX outstanding XXXX  but payment is XXXXXXXX We also see a negative XXXXXXXXXXXX in escrow.  
What I understood we were doing is clearing the XXXXXXXX with XXXX paid by state and XXXX  by cooper per their message.  
Wed then turn escrow back on (we turned it off to get the escrow to payments where it should have been. There was the negative XXXXXXXX in escrow that was supposed to be added to a new escrow calculation that should be collecting the correct about. And the shortfall would be repaid in 60 months.  
Escrow is still off. They did apply 20 payments to the account.  At XXXX each.  XXXX??? They took the XXXXXXXX were to eat the XXXXXXXX.. but not so much. 
----- cooper email Mr. Cooper contacted the WI HAF program and requested an exception be made and for the XXXXXXXX be approved. WI has advised they believe they will be able to approve this request and will send sending us a request for a reinstatement amount.  We received that request today and provided the reinstatement quote back to them today as well. As we discussed previously on our conference call, we will accept the payments to be applied at Principal and Interest (P&I) only and excluding escrow, until the account is contractually current. After the XXXXXXXX is applied to the P&I payments, Mr. Cooper will advance any remaining P&I payments in order to bring the loan current. This amount will not have to be paid back to Mr. Cooper. From there, we will run an updated escrow analysis, and spread any escrow shortage that remains, over 60 months. 
  
We will keep you updated on the approval from WI HAF. 
.----- 
It says I dont have escrow. So my payment would be nice and low for a bit. But then Id need XXXXXXXX to pay tax and insurance in XXXX  
I understand my mortgage was 30 year total the first 10 year XXXX to XXXX was interest only. That works out and makes sense its like a 20 year amort now.  We can see in XXXX XXXX the overall payment goes up because the amortization starts then the balance is XXXXXXXX  sum.   
However the amortization suggests we are in month XXXX when its more like XXXX.  
Sure enough if I run the 20 year 7.75% from $XXXX  it is XXXX months from paid off going backwards.   
How did I advance though the amortization an extra 16-17 months?  
Misapplied payments  this good(er) problem same problem. Would like the money in the right place. Ive emailed all this to the whole executive team with nothing after payments from them.  
In XXXX there was 200% escrow annual needs in the account. Time and time again the additional agree red arrears were excessive and nobody would help or believe me. This is proof.  
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
 there's years more attached and upon request

Company response to consumer: Closed with explanation