Consumer complaint received 2019-10-21
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My name is XXXX XXXX I have a loan mortgage with mr Cooper dba nationstar. I fell behind 1 payment I called mr. Cooper on XX/XX/19 to advise them I schedule the payment using their online service the rep asked me why I was late I told him, he said we can help you and put you on a repayment plan I said well I have the payment scheduled I. Your system he looked And said I see it in order to make sure you stop the calls we need a payment plan I hung up, the next day there was a payment plan on my account and they deleted my schedule payment and didnt allow me to make a regular payment. I paid the payment so would be caught up I was only 1 payment late when I did this, fast forward to XX/XX/XXXX, I paid the second payment although it was higher then my reguLar payment and I told them that I cant pay this high payment, they locked me out of my account not allowing me to make any payments now. I called multiple times and I was told my account has been paid although they took my payment and said that I am I a 12 day foreclosure state, I said asked when they served me there was no reply another person in loss mitigation. Said we sent out a demand letter in XX/XX/XXXX I said really who signed for it cause I didnt get a letter and why am in foreclosure without a notice she said no your not in foreclosure I said why did the last person say that she then said you havent made a payment since XX/XX/XXXX I said no thats not true I paid you XXXX and XXXX and XXXX dont you see it. She said I see no payments I then advise her to look again. She said no payments are here, I found a letter saying my money is in I applied suspension so I called back and advised her to look, there she said yes I see it I say why arent you applying my money to my loan she said well your in a forebearance e, I asked what that was and she explained I said I didnt agree to you holding my payment and. Not apply it, I said lady I am XXXX years old I have been up XXXX  XXXX XXXX  and crying episodes for 2 days trying to figure out what has happened to my payments and now your holding full payment in a account I ask for that who signed she couldnt tell me. I never asked for a forebeance account I didnt know what that was. I asked the. To apply my money to my loan there full payments, you cant hold them, she said by the XX/XX/XXXX they would proceed with a foreclosure I asked based on what she said Your payments arent applied and we wont apply them until I pay XX/XX/XXXX I replied XX/XX/XXXX is t due until the XX/XX/XXXX. I am very XXXX I didnt authorize this at all nobody told me if I called you would put my account in a status nobody told me they were doing forebeafance. I assume they took advantage of me due to my age and they are trying to take my house when payments are sitting in a unapplied status and there full payments I have medical issues and this has caused me great pain. I only owe for XX/XX/XXXX how can they foreclosure when Im 30 days late. Why are you threatening to take my home why are they harass g me when I only called to advise them my payments are scheduled, by did you put me on a plan I didnt ask for why have you locked me out of my mortgage account not allowing me to make my XX/XX/XXXX payment, why would they do this to a senior

Company response to consumer: Closed with explanation