Consumer complaint received 2021-11-27
Company: Mr. Cooper Group Inc.
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I bought my home in XX/XX/XXXX. I have always had my mortgage with my escrow tied in with the mortgage and automatically withdrawn from my checking account. Then XX/XX/XXXX I was in the process of refinancing my mortgage at 2 %  Fixed rate and take {$20000.00} cash that I had in my investment of my home and make some necessary accommodations to my home because I have XXXX XXXX. I didnt realize what was taking XXXX XXXX so long to get my loan completed because I had an 820+ credit score. Then late XX/XX/XXXX rolls around and I get a call from another mortgage company that I thought I would let them see about refinancing my mortgage. I had people giving me bids for the modifications to my home and the mortgage lender called me back named XXXX to tell me that this Mr. Cooper company had turned me into the credit bureau for defaulting on my mortgage payment. I didnt know who Mr. Cooper was so I called the corporate office in Texas and recorded my conversation with the customer service representative named XXXX and a consumer affairs department representative on XX/XX/XXXX and asked for their consent to record the conversation. They agreed. I asked them who they were because they could not pull up my mortgage by my name, address, phone number or social security number. Then they asked me for my soon to be ex-wifes phone number and it pulled up the account. My name and address were on the mortgage account with XXXX XXXX  because my wifes credit sucked. However I was told that I signed certified mail from Mr. Cooper but the company had no return receipt from the certified mail. Then the conversation lasted well over 45 minutes and I was told numerous times that I didnt owe Mr. Cooper anything because my mortgage was paid in full. I told the company to send my free and clear loan documents to XXXX XXXX XXXX in South Carolina but they had no idea where my mortgage was at? I have been back and forth with this company over a month now and no resolution. This mortgage company is a fraud and in my opinion they have committed mortgage fraud. I have never missed anything to pay until this guy comes around. I finally found that certified mail that my wife through a bunch of my mail in my yard and I have my vehicle that she is driving on my camera and discovered a a lot of my mail in my yard. I found the Certified Mail in my stolen mail but that letter was never opened and no one ever signed for the mail so that explains why that company of Mr. Cooper didnt have a returned mail receipt of delivery from me because the entire service mail receipt was still attached to the mail. I know how many he has done this to and I am wondering know how many more he has done this to because I have emailed them and told them that Mr. Cooper is responsible for paying my property taxes, my home insurance and send me my lien free mortgage and he was to fix my credit. I wasnt asking him to do anything, I was telling him what I expected. I feel like I am being discriminated against by the company because of my disability of XXXX XXXX, my gender, sexual orientation and my race. I am XXXX XXXX, XXXX XXXXXXXX and XXXX  but I am to the point where this XXXX XXXX XXXX XXXXXXXX is ruining peoples lives and I worked XXXX  years for the state of South Carolina and was told that I had to retire by the Governor because he and many of my colleagues in South Carolina saw my health deteriorating and they knew that I would not last another year working like I was. I retired from the state of South Carolina, I am XXXX  my wife of XXXX years because of her XXXX  with another man, I am fed up with people lying and being discriminated against by others because of a disability that they cant control or their heritage. I am not at Liberty to say the Agency that did my XXXX XXXX but irrelevant to that, we are consumed with XXXX XXXX and evil and immoral people in this Country and running this Country. This Mr. Cooper appears to be running a Pyramid scam and needs to be held accountable and responsible for their criminal actions. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. However this Mr. Cooper company is a criminal company and I want to see my mortgage, XXXXredit score fixed, taxes paid and my homeowners insurance coverage paid because consumers like myself are people that are being taken advantage of because of a company like this and I would have never known that Mr. Cooper had my mortgage and was threatening to forfeit on my home had I not looked into refinancing my mortgage in XXXX and then XX/XX/XXXX. Unethically and immorally corrupt at the expense of XXXX I need your help because this company has my mortgage XXXX day and XXXX days later I am told that they dont have my mortgage. I am fighting a XXXXXXXX  XXXX of XXXX XXXX and I cant get any help with this company causing me to lose my home. Can you please help.

Company response to consumer: Closed with explanation