Consumer complaint received 2023-08-02
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am an XXXX XXXX  single XXXX female with a small income and I suffer from health issues. I have owned my home for almost 20 years, but I now fear that Mr. Cooper / Nationstar will take my home away no matter what I do to try and reinstate my loan. I have had extreme stress from Mr. Cooper 's actions, including a trip to the XXXX XXXX after talking to Mr. Cooper 's employees. My loan is currently in a pre-foreclosure status even though I have been trying to pay Mr. Cooper. My loan is a XXXX XXXX loan that originated in XXXX. It was assigned to Nationstar/Mr. Cooper on XX/XX/XXXX by XXXXXXXX XXXX XXXX servicer since XX/XX/XXXX ). It has been nothing but trouble dealing with Mr. Cooper since they took over my loan. My current balance is about $ XXXX, and my monthly payments are about {$480.00}. I fell behind on my mortgage due to costs of plumbing repairs around XX/XX/XXXX. I am experiencing frustrating and ongoing issues in obtaining a reinstatement quote so that I can pay and reinstate my loan. I have the assistance of a HUD housing counselor, and I have local financial assistance ready and available to help me reinstate my loan, but Mr. Cooper seems to be setting me up for inevitable lawsuit and foreclosure on my home. Here is a timeline of the events : XX/XX/XXXX Statement from Mr. Cooper shows balance of {$4400.00} XX/XX/XXXX Faxed release and authorization for HUD Housing Counselor and legal aid staff to communicate with Mr. Cooper ( XXXX ) XX/XX/XXXX Mr. Cooper quoted {$6600.00} as reinstatement figure over the phone ; stated emailed to borrower as well XX/XX/XXXX I completed submission to City of XXXX for financial assistance XX/XX/XXXX Mr. Cooper called me harassing me saying they would have me out of my home in 30 days, despite no foreclosure being filed. 
XX/XX/XXXX XXXX XXXX  XXXX approved funding a full reinstatement of my loan amount plus I secured {$480.00} payment from personal funds. 
XX/XX/XXXX - Mr. Cooper quoted {$6600.00} as reinstatement figure over the phone, told me it was good through XX/XX/XXXX XX/XX/XXXX I mailed checks to Mr. Cooper from myself and the XXXXXXXX XXXX XXXX in the amounts quoted. 
XX/XX/XXXX Mr. Cooper received payments per USPS XXXX XX/XX/XXXX Stamp date on checks entered by Mr. Cooper XX/XX/XXXX I called Mr. Cooper to inquire about application of funds. I was on a very long hold, and then I was hung up on by Mr. Cooper. 
XX/XX/XXXX I went to emergency room from stress related to Mr. Coopers refusal to apply my funds. 
XX/XX/XXXX I received a XXXX  package from Mr. Cooper, containing the defaced, returned checks from XXXX and myself ( XXXX XXXX check ) ; I called Mr. Cooper and they stated I was short {$60.00}, so they were rejecting my payments. 
XX/XX/XXXX I called Mr. Cooper for reinstatement figures and was told I would get reinstatement figures in 3-5 business days. I was also told they will be 15 day figures, not 7 day figures. I have yet to receive this. 
XX/XX/XXXX I spoke with Mr. Cooper and they stated the reinstatement amount is now {$7600.00}, and it was good through XX/XX/XXXX and can only be cashier 's check or wire. I was very distraught because XXXX will not wire for less than XXXX XXXXXXXX and will not send out a cashier 's check. 
XX/XX/XXXX Mr. Cooper quoted me a 24-hour reinstatement amount of {$7700.00}, {$50.00} more than the day before, and within the previously quoted time frame of XX/XX/XXXX expiration. I asked for an escalation contact at Mr. Cooper and they stated that my loan was already referred to foreclosure firm on XX/XX/XXXX XXXX XXXX XXXX XXXX. They also stated that XXXX XXXX requested a reinstatement via their portal on XX/XX/XXXX. 
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Unproductive calls to Mr. Cooper that yielded no reinstatement figures TO DATE, I have no reinstatement figures from Mr. Cooper or LOGS ; The XXXX  and I remain ready to pay, but no one at Mr. Cooper will cooperate in providing a reinstatement figure that is useful and will not work with me at all in accepting payment to bring my loan out of default. I feel that Mr. Cooper is purposely trying to foreclose on my home. I am sending a Notice of Error to them today.

Company response to consumer: Closed with explanation