Consumer complaint received 2023-11-20
Company: Mr. Cooper Group Inc.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Good Afternoon, Please reply and I will call and reschedule our phone consultation ASAP!! 


I've attached all of the documents your video said to have available. 

The summary of our ongoing NIGHTMARE with Nationstar / Mr. Cooper / XXXX are as follows : When we purchased XXXX XXXX XXXX XXXX Multi-Family apartment complex it was to aid in our " Non-Profit '' housing desire. 
XXXX XXXX XXXX. XXXX is the parent company for XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Non-profit Org. We are a XXXX XXXX, XXXXXXXX XXXX XXXX XXXX We create long term permanent housing for homeless XXXX and XXXX We've partnered with Hud XXXX, the VA Administration and the Social Security housing coordinators in these agencies to help place all those in need of " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ). 
Since the beginning our mortgage has been repeatedly mishandled! 

Over the past 3 years I've repeatedly had to contact Mr. Cooper for mis-applied payments. There was a mortgage increase that we were never notified of and when we contacted them we were told that Mr. Cooper " anticipated an increase ) in our insurance and property taxes. We had our insurance agent contact them and provide them with proof that there was no increase to our coverage. Then we were told the increase was due to an increase in our property taxes. Once again we provided them with copies of our City , County & State property taxes. After that we were told that they were putting funds in an " Unapplied Funds '' account that would cover any increases. 

In actuality what Mr. Cooper has been doing since they took over the loan from Nationstar is this.

1st- they increased the monthly mortgage account by {$310.00} WITHOUT NOTICE TO US so now our monthly mortgage amount due was {$2400.00} 2nd-When they receive the monthly mortgage payment of {$2100.00} they applied the full amount of this payment to their " Unapplied Funds '' account 3rd- When they received the following month 's payment of {$2100.00} they pulled the {$310.00} plus late fees/ penalties/ Interest and left the balance in " Unapplied Funds '' that went on for a year. 

4th- When we contacted Mr. Cooper and requested an escrow analysis and a total amount to bring our account current and in " good standing '' we were given the amount of {$6500.00}. This amount was paid to Mr.Cooper and proof of payment was sent to them.

5th- But once again the extra payments were applied to " Unapplied Funds '' and nothing was posted to our account.

( I've got copies of every email, every person we spoke to, summaries of the conversation and what we thought would be an end to this madness.

We finally got it escalated to a Department head at Mr. Cooper who informed us that we'd needed to speak to " Velocity '' to get everything cleared up. In speaking with Velocity we were offered a " Reinstatement Agreement '' in which we were to wire {$9600.00} to Mr.Cooper/XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX which we did.

This was to have cleared up all of the posting errors, closed out the mysterious " Unapplied Funds '' account, credit the late fees, interest and penalties. This was also to remove the increase Mr. Cooper was " anticipating ''. Just to get ahead we included 2 additional payments so there would be no questions.

We had been sending them {$2400.00} as the Reinstatement Agreement notated but once again these funds were placed in " Unapplied Funds '' and the madness had just started over. 

When we contacted Velocity we were told that Mr.Cooper is now disputing the Reinstatement Agreement terms and on XX/XX/2023 they charged us ( 21 ) late fees in the amount of {$60.00} each. When asked how they could contest the agreement they drafted and why they were so willing to waive these fees BEFORE RECEIVING THE WIRE we were told someone would get back to us. To date that has never happened.

So once again we caved and sent the amount they said was due which included the ( 21 ) late fees {$3800.00} for the month of XX/XX/2023. As of today Mr.Cooper 's online account review shows us as being behind and the amount due once again is {$3800.00} and once again Mr.Cooper is charging us the ( 21 ) late fees!

Now in the past 3 years I've never gotten a return call from Mr.Cooper or Velocity but last month the building sustained roofing damage from a wind and hail storm which our insurance carrier sent us a check to cover the repairs to the building. Since the check was in excess of $ XXXX it had to be made payable to everyone on the mortgage XXXX XXXX XXXX  XXXX, Velocity, Mr.Cooper ) We sent the check to Velocity who quickly endorsed it and returned it but when we sent it to Mr.Cooper this was their response : " In situations like this we prefer that you endorse the check, send it to us, then we'll deposit it into a " Unapplied Funds '' account and as work is completed in stages we will order an inspector to go view the work and they will dispense it in smaller portions directly to our contractors ''. 

Now considering that this madness has been going on for 3 plus years we're not comfortable sending them another tool to use in this mortgage madness but now Mr.Cooper 's Insurance Claim department is calling us daily asking us to forward the $ XXXX roofing repair check to them. An agent actually stated that at times Mr.Cooper will take the full amount of the insurance check and apply it to the principal balance. When asked how this protects and repairs the property we were told that ( 1 ) late fee could make the difference and considering that Mr.Cooper has posted ( 21 ) late fees twice in a 60 day period we're not confident nor comfortable sending the check to Mr.Cooper. 

With the principal balance only being $ XXXX we've been unable to locate a commercial lender for such a small loan amount but we also don't want this to continue and we desperately want to continue to help all those in need of housing. Definitely our XXXX XXXX XXXX, they're owed it and they most certainly deserve it, Please take a quick moment and view our website " www.Asafeplacetolay.com '' Our goal is to finally bring this HORRIBLE EXPERIENCE to a close. We're not behind on payments but we're now very tired of playing games with Mr.Cooper. 

PLEASE HELP! 

1- 12- months of Mortgage statements ( we have 36 months ) 2- An Annual Escrow Analysis ( included ) 3- Copies of the Mortgage ( included ) 4- Cancelled Checks / Bank Statements from our Banks showing the paid amount to Mr.Cooper ) 5-Identify the errors in posting of our payments 6-Provide proof of written dispute ( Copy of complaint filed with CFPB ) No response has ever been received from Mr. Cooper 7-Copies of copies of all documents

Company response to consumer: Closed with explanation