Consumer complaint received 2023-04-30
Company: Mr. Cooper Group Inc.
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I am trying to sell a parcel of land that I paid cash for in XXXX. Mr Cooper is erroneously listed as a lien holder and will not provide the necessary partial release. 

I purchased " A '' and " B '' parcels in XXXX. " A '' had the home and credit union mortgage. " B '' I paid in full as the credit union would not lend on vacant land. Taxes for " A '' were collected through escrow. I paid taxes on " B ''. 

In XX/XX/XXXX, I refinanced with XXXX on the " A '' parcel. The documents only reference the " A '' address of XXXX. The address on " B '' is XXXX and is not referenced at a all. There are dozens of examples of " singular '' usage indicating only the " A ''. Somehow, the " A '' AND " B '' were deeded. The documents are confusing as the address for " B '' is NOT LISTED and the only reference to the parcel # 's are clearly followed by " parcel # 's are listed for informational purposes only, no warranty ... ''. 

XXXX blames XXXX XXXX XXXX, who in turn blames XXXX and both XXXX and XXXX agree that Mr Cooper has its poor reputation for a reason and likely will not respond any time soon. 

XXXX sold the note to Mr Cooper in XXXX. I became aware of the refi/deed error on XX/XX/XXXX as I was soon to close on the {$280000.00} sale of the " B '' parcel. I was provided the partial release documents by XXXX XXXX and forwarded them to Mr Cooper to facilitate the correction. NOT A SINGLE MANAGER OR DECISION MAKER FROM MR COOPER HAS RESPONDED SINCE XX/XX/XXXX. I have left dozens of messages with Mr Cooper front line employees, directly on VM 's and have filled out multiple website complaint forms.

Mr Cooper 's front line staff tells me that they are " servicing the loan '' on " B ''. Mr Cooper and XXXX do not have parcel " B '' in their systems. Neither has estimated, collected or paid a penny of tax on '' B '' ... ever.They are willfully misrepresenting their position and have refused to show documented proof. And even if it is recorded with the county, they are refusing to investigate the error or communicate with me in any fashion. 

I bought it outright in XXXX. I paid the principle down for nine years. The property value rose significantly during that span. I refinanced for {$410000.00} on a property that was valued at over {>= $1,000,000} with a credit score at the time in the high XXXX 's. Why would I allow " B '' to be gifted to them as collateral? 

Due to Mr Cooper 's dismissive inaction, I missed a {$10000.00} escrow check on XX/XX/XXXX, another on XX/XX/XXXX and now the contract has been cancelled and I will not receive {$280000.00} on XXXX. 

Mr Cooper holds the mortgage on the " A ''. I am currently unemployed and behind on my mortgage. I HAVE INFORMED MR COOPER ON DOZENS OF OCCASIONS SINCE XXXX THAT THE SALE OF " B '' WOULD ALLOW ME TO GET CURRENT ON XXXX. They were well aware of my intention to sell and have now blocked the sale and it will throw " A '' into foreclosure. 

And I still have yet to hear from a manager or decision maker with Mr Cooper. It's criminal. I was told XXXX XXXX was my contact but I was told each day sinceXXXX that she is " required '' to respond within 48 hours. Nothing.for 12 days. Nothing though I left extensive details in my messages. Nothing though foreclosure is looming and created by her and her department. Disgraceful.

Company response to consumer: Closed with explanation