Consumer complaint received 2019-02-22
Company: Mr. Cooper Group Inc.
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my home loan with NationStar XX/XX/XXXX. Upon closing, without notifying me or bringing it to my attention they removed my Flood insurance from my escrow account ** ( per CFPB they have to disclose this information at closing. They never did ). In XX/XX/XXXX my flood insurance was due and did not get paid. I received notice of cancellation and immediately called Nationstar. They told me it was not a part of my escrow and if i wanted them to pay it I needed to talk to the escrow dept. So they transferred me to Escrow. I asked for them to pay my flood insurance and they said they would. * ( this didn't go smoothly there was a lot of back and forth ). Two months later my flood policy was cancelled due to non payment. Then I received a letter from Nationstar telling me they purchased lender placed Flood Insurance for me, which was 3 times the amount of my policy thru XXXX. According to my research with CFPB Subject to the requirements of 1024.37 ( c ) ( 1 ) ( i ) through ( iii ), if not prohibited by State or other applicable law, a servicer may charge a borrower for force-placed insurance the servicer purchased, retroactive to the first day of any period of time in which the borrower did not have hazard insurance in place. I had my insurance they spoke to XXXX. I could not believe it I lost my Grandfathered rate which was {$1400.00} annually and now my insurance is over {$3700.00}. This mess has made my escrow account so low that it has raised my monthly payments over {$500.00} a month.so high. I am a single mom with XXXX growing children. This was not in my budget. I fell behind when my payments went up and by XXXX XXXX  my home was in Foreclosure.

With the help of 1 agent who actually listened to me and started to dig into my account I was finally able to breath. She escalated it to her supervisor and who eventually my account was with Customer Relations VP and I thought I was finally going to get this resolved. By XX/XX/XXXX XXXX emailed me a deal where Nationstar dba MrCooper was going to offer me a modification where I still have to take the hit. and my payment was still over {$1500.00}. WHAT how is that helping me. Then I turned to CFPB and an attorney and that is when they offered to pay me the difference on my flood insurance policy for 5 years which is over {$11000.00} and they would modify my loan doing a partial claim. ( still don't know why I am having to take the hit ) and my payment was down to {$1200.00}. But that does not include Flood insurance. I wanted to think about it this was a big deal to me and I was so confused ( still am ). I reached out and called MrCooper to talk about the offer and the agent I spoke to had no clue what I was talking about he just kept telling me I had to either pay the Trial payment or I needed to pay over {$19000.00} and bring my account current. I sent a request to have my credit fixed and that was denied. No help at all in fact it made me so angry because I felt lied to i felt like I had been taken advantage of and scammed. Every time i spoke to someone it was something different but no one knew about the deal XXXX had offered me. I was so angry how could this still be going on.

With fear that I was not going to have a home I decided I would take the offer. I called and they said no sorry you did not accept the offer it has been denied. So I tried for a modification and i was denied since I did not take the last offer.

How is this okay. How can anyone expect me to trust this offer without getting answers to my questions and after I have been to XXXX  and back 5 times over. I have lost all good standing on my credit. My credit card limits gone. Credit cards cancelled. Phone calls, flyers about bankruptcy and foreclosure. I have not been able to eat, sleep, I have even started to see a counselor for my anxiety. All I am asking is for anyone reading this is to take a minute and think about what you would be feeling if this happened to you I never imagined this could ever happen. I thought with a phone call I could get this fixed its been 2 years I have lived this nightmare. I need someone to realize this is not easy for me to write this, I don't like conflict and I certainly don't know what else to do. I don't have money to keep paying a lawyer. Which it seems you have to do in order for big companies to actually listen. PLEASE HELP ME!!!!!!!!

Company response to consumer: Closed with explanation