Consumer complaint received 2019-04-10
Company: Mr. Cooper Group Inc.
State: PR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am a XXXX veteran whom served in the XXXX XXXX rated at 100 % for XXXX do to mental illness and suffering XXXX XXXX XXXX.My mortgage loan was handled by a mortgage loan servicing company known as SETERUS INC., and it's employees known at the time as Seterus team member, a loan servicing company whom was an affiliate or subsidiary of Nationstar Mortgage Company DBA Mr.Cooper. This company handled my monthly payments installments and applied the escrows for hazard insurance. I was paying a modification plan which was signed and agreed to. On XX/XX/XXXX XXXX XXXX was hit by hurricane Irma a storm that caused many damages to properties on my Island. Not even starting to recover on XX/XX/XXXX another major storm made landfall to XXXX XXXX, hurricane Maria, what hurricane Irma did not finished hurricane Maria did. This storm caused such damages to my property as others as well that it totally destroyed it, not only that, the total infrastructure of the Island was wiped out. My home 's concrete ceiling was completely cracked in such a way that now huge chunks have started to fall, all aluminum awnings bent and the electrical wiring completely short circuited. My home was so dangerous to live in that I had to live in a mini van parked on the garage and make a bit of accomodations to it.I was able to contact SETERUS Inc., on XX/XX/XXXX and explained them my situation. SETERUS Inc., it's employees told me that I should not worry that everything was going to be taken care of because I had an hazard insurance and that I can file a claim with the insurance company they also provided me with a forbearance plan to cover for six [ 6 ] month, so I filed a claim and waited. I noticed that my claim was taking to long so I started calling the loan servicing company. I demanded them to provide me with the insurance company that was covering my property so they started to search for the information and could not find it. I believe there was a time that they asked me to give them some time to make some research on what I asked for and that they were going to communicate with me once they had it. SETERUS Inc., never called me back I was the one insisting all the time and mostly because I wanted to have my home repaired before my family arrived on XXXX XXXX from the XXXX XXXX. On XX/XX/XXXX I was provided an insurance company by the name of XXXX XXXX XXXX XXXX based in XXXX XXXX XXXX and theire phone number. I proceeded to call the company find the status of my claim and it was nowhere to be found. SETERUS Inc., about nine times [ 9 ] had me going back and fourth with this insurance company and even suggested me to be more agressive and tell them why after paying XXXX XXXX dollars [ {$500.00} ] they were denying that I had an hazard insurance with the company, but I did not disrespected them at all, I felt embarrased and was going through shame because I was already bothering the insurance company with my insistments. I asked XXXX XXXX XXXX to provide me with a letter stating I did not have or had any hazard insurance with them so that I can prove my loan servicer that I did not have an hazard insurance with them. XXXX XXXX XXXX e-mailed me a letter with the statement. I provided the information to my loan servicer then they told me that they had made a mistake that my home hazard insurance was covered by XXXX, so they provided me with the phone number. Once again I started to call and the reply was from a company based in XXXX. I explained my situation to the customer service department of the company and they provided me with the XXXX XXXX XXXX based in XXXX XXXX. For my surprise the same situation I went through nothing changed not even my embarrasments and shame I had to go thru. XXXX also e-mailed me a letter were they also state I did not have or had any hazrd insurance with them, not even a forced placed insurance existed on none of the companies provided by SETERUS Inc., I immediately informed the matter to the loan servicing company but they still insisted that my property was insured. Days became weeks and weeks became months since I filed the claim for the hazard insurance and I did not get any results done. I was so fed up with the company that on XX/XX/XXXX I started to pay the forbearance plan ahead of time because I had lost all my trust to this company. SETERUS Inc., offered me {$10000.00} for repairs and any other amount needed that I had to cover it from my own piocket and that I did not have to repay this money to them which I declined to accept because my loan balance was about less than {$41000.00} and the damages were a total of {$85000.00} and that they should of had pay the remaining balance debt in total and give the title of my property back to me. SETERUS Inc., sarcasticly suggested me to apply for FEMA now because they had the capability to give me enough money to rebuild my property. Since SETERUS Inc., maintained that I had an hazard Insurance I had them investigated by XXXX XXXX XXXX on XX/XX/XXXX receiving the conclusion of the investigation that Seterus Inc., failed besides receiving the monthly escrows payment to provide me with an hazard insurance for my property. On XX/XX/XXXX knowingly that my property is a totaled loss I purchased an hazard insurance from XXXX XXXX XXXX XXXX XXXX XXXX XXXX but I was honest and notified them about the completely damaged property and that it was not being done for fraud. I notified the loan servicing company and they wanted to place me a forced place insurance on my property which I declined, they also wanted to have the insurance I paid for placed in escrow which I also declined to it. SETERUS Inc., at the very last moment purchased an hazard insurance for my property from the same insurance company I had purchased mine. When I found out about it I notified the company about it and I was told that SETERUS INC., purchased the insurance informing them that my property was not insured, meaning that they attempted to commit an insurance fraud and I have proof and the evidence. I believe that SETERUS Inc., and theyre employees did this intentionally for enrichment purposes, in the mean time I still was sleeping on my mini van. I got angry, upset and stopped paying the escrow to the loan servicer. From {$220.00} I started to pay them {$210.00} all the way to XX/XX/XXXX, why? because my home was a totaled loss property and it was theire responsability to pay the debt. Because of my actions, SETERUS Inc., started threatening me and harrrassing me with theyre home inspectors. I got very ill, I could not stay much on my property because mentally I was destroyed, my self esteem was not worth a dime my body ached, I started having problems with my legs and suffered XXXX. Once I wandered the street for seven days [ 7 ] in a row without sleep. My family was finally arriving from the XXXX XXXX, I did not have a home for them anymore, I did not know what to do, I started to get confused and in pain. As a temporary home I rented an apartment for my family, once they arrived I placed them in it to ocupy. On XX/XX/XXXX a home property inspector contracted by SETERUS Inc., went to my property three times to inspect. I could not take it any longer, I felt abused, disrespected, deprived from my rights, very ill, mentally and emotionally, suffered financial loses because now to have my family in a safe place I am paying XXXX XXXX and XXXX [ {$750.00} ] in rent since XX/XX/XXXX, and alone. I stopped my payments on XX/XX/XXXX till now and went to ocupy the apartment by XX/XX/XXXX so that I can sleep better and calm the pain of my body and legs. The sixteen months that I endured sleeping in my mini van, caused damage to my legs blood circulation. On XX/XX/XXXX, I went to the local court to file a complaint aganst SETERUS Inc., asking for Injunctions, I mistakenly sent to SETERUS Inc., a copy of my intentions before filing it. Once SETERUS Inc.,  received it that very same month they sent me a letter notifying me not to send them any money that my loan account was going to be transfered to Nationstar Mortgage LLC now called Mr. Cooper. On XX/XX/XXXX I immediately called this new company or let me say theyre mayor share holder, the company who controlled them, and notified them of the situation that had arised and warned them of possible fraud in the portfolio by having false statements of the account and insurance information. I was told that they have not receivved any loan account yet that I should contact them by the XXXX and that once received they were going to investigare the matter, On XX/XX/XXXX I called Nationstar Mortgage Company llc DBA Mr.Cooper and again explained the whole story and my concern towards the matter. This employee in my surprise told me and offered me to that would it satisfy me to have my debt paid off in total so as to leave my efforts to place the complaint in court. Supposely SETERUS Inc., does not exist anymore but if that's so the former employees of SETERUS Inc., that were known as the seterus team member now refered to by the name of the seterus team and working for Nationstar Mortgage Company LLC/DBA Mr.Cooper and Nationstar Mortgage Company LLC/DBA Mr.Cooper are directly responsible for all the violations commited, wrong doings and my mishaps with SETERUS Inc., because SETERUS Inc., was an affiliate or subsidiary of Nationstar Mortgage Company LLC now called Mr. Cooper, I also have documents that proves to be truth. I can furnish all necesary documents as needed or when needed. This I can not do now because the scanner of the library is not fully functionable but you can let me know,

Company response to consumer: Closed with explanation