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

Complaint:
My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath. 

Due to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX. 

In XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX and I would receive the funds mid XXXX in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse. 

Just as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX XXXXXXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath. 
2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been. 
XXXX ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX. 
XXXX ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me. 
XXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed? 

I did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections. 

XXXX ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back. 

In addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open. 

I was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her. 

XXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a 6th refund request. 

I was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back. 

I have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest. 

Now, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX! 

Please help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me. 

This is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.

Company response to consumer: Closed with explanation