Consumer complaint received 2019-10-02
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Our mortgage with XXXX XXXX XXXX went into foreclosure due to their categorically refusing to work with us when we requested assistance. After several years, the servicing was taken over by Seterus -- HORRIBLE HORRIBLE company!!!!! They played games with us the entire time. We wanted to do a modification and they gave us a hard time from beginning to end. First, they refused to work with us until we signed a waver agreeing to never suing them. We really didn't want to sign such a document but they wouldn't entertain a modification with us unless we did, so we had to. During the trial period, we has to send them mortgage payments for 3 consecutive months. They claimed they didn't receive the payments and gave us a hard time about letting us do a XXXX XXXX payment ( and cancel the checks that were mailed in ) -- this was for 2 out of the 3 payments! We never had a situation where a payment went " missing ''. They told us we should continue making mortgage payments until the modification was " official '' and we did. In the interim, our loan was transferred to Mr. Cooper. I was calling them weekly to get updates on our modification. At this time we stopped sending payments as Mr. Cooper didn't have us officially in and we weren't sure where the payments would go. Also, none of the agents I spoke with could tell me anything regarding payments. After 4 months, we were told the modification was approved and that we should start making payments and we did. However, we were told that we were 6 months behind!! Besides the 4 months that we didn't pay Mr. Cooper, we had to pay the 2 months from Seterus.  We had the 4 months, but didn't have the 2 months for Seterus as we had already paid them after the trial modification. It seems that Seterus did not apply these 2 extra mortgage payments to our mortgage, but used them to cover attorney 's fees. We were forced to come up with 2 months extra of mortgage payments due to this. We were devastated. Seterus was very underhanded with us in every way possible. They didn't care if we lost our home, even though we were making every effort to make sure we wouldn't. How could they let us believe we were making mortgage payments and apply it elsewhere and then say we owe mortgage??? It seems that banks are given too much freedom to do whatever they want and treat their customers dishonestly and not suffer any repercussions from it. We went through XXXX trying to keep our home, all because the banks were permitted to take advantage of the American public. Seterus has got to be the MOST DISHONEST AND UNDERHANDED company we've ever worked with. Their agents are nasty, rude, and blatantly lie. They will not say anything that may give you any assurance or hope. We have no way of recouping the extra 2 mortgage payments we made ( we had to borrow to make the extra payments ). And although there is discussion online about a class action suit against Seterus, I'm not sure we can take part as we were forced to sign a waiver ( they obviously know there is a lot of negative discussion about them ). We hope and pray that they be taken out and not be permitted to torment the American public any longer.

Company response to consumer: Closed with explanation