Consumer complaint received 2018-11-27
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
My complaint against XXXX XXXX is threefold : 1. Unfairly started the foreclosure process and refused to rescind it when I tried to explain the mistake. 

Details : My father, who passed away in XX/XX/XXXX, had a reverse mortgage on his home. At his passing, XXXX XXXX gave me three deadlines for sending them information to allow my family 1 year from my dad 's death to sell the home. The first deadline was XX/XX/XXXX. By that date they needed a letter of intent to sell, a copy of the trust, death certificate, and realtor 's agreement. All information requested was faxed by the first of XX/XX/XXXX with the exception of the realtor agreement because we were unclear as to what to send as we wanted to sell the home by owner. XXXX said that the online ad would work, so that was sent to XXXX. Then we received a letter saying that we were still not compliant. I called XXXX. The customer service person told me the ad had been rejected because the picture did not include a " for sale by owner '' sign with the house. The sales rep had instructed me to add the picture, then email her the ad link and she would mark the deadline as having been met. My brother added the required photo of the house and for sale sign and I sent the Customer service rep the link on XX/XX/XXXX as directed. I have that email in my sent folder. In XXXX, I received letters from an Attorney 's office in XXXX notifying me that the house was in foreclosure because we hadnt met the deadline. XXXX apparently has no notes or recollection of the XXXX conversation about the XXXX ad for our home, nor do they have any recollection of receiving an email with the ad proving the house is really on the market. They assured me that, though sorry, there was nothing they could do at this point to help me. Again, I have the email and address of the representative that I talked to in XXXX well before the XXXX deadline. 

2. XXXX sent a company, named XXXX XXXX to our home. They leave yellow notes on the door threatening to change locks and winterize our home. This makes it difficult to sell the home. 

Details : Even though I called XXXX XXXX, they still leave signs on the door. This makes it difficult to sell the house. When people stop by to look, they can tell from these signs that there is trouble brewing and they dont want to pay a fair price for the home. 

3. XXXX called our property insurance company and cancelled our insurance. 

Details : In XXXX, I received a letter from XXXX stating that our property insurance would be cancelled on XX/XX/XXXX at the request of the owner. I am the owner via the trust and I did not cancel our insurance. I paid the full years insurance out of the trust account and expected the insurance to be good through XX/XX/XXXX. On calling XXXX, they resolved the problem, but it still bothers me that XXXX would call them and cancel it behind my back. 


This experience leaves me wondering about the honesty of XXXX XXXX and all of their side companies. My guess is that when they saw the ad for the house, they noticed the {$300000.00} difference between what was owed on the reverse mortgage and for what we thought we could sell the house. This flagged our property as one on  which they could make a profit. Conveniently, not accepting the for sale by owner ad and pretending it never was sent to them, either not recording notes of telephone conversations or removing them, marking up our house as abandoned to make it difficult for us to sell, and cancelling our insurance to give them another justification for taking the house is a rotten, unethical deal.

Company response to consumer: Closed with explanation