Consumer complaint received 2018-07-25
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Struggling to pay mortgage

Complaint:
I took a reverse mortgage on my only home, which I have resided in for over 40 years. I paid taxes and insurance as instructed, however at age XXXX   years I was granted a property tax deferment, therefore I was no longer required to pay property tax. XXXX XXXX refused to honor the deferment continuing to pay the property taxes despite me sending them the document proving I had been granted a deferment. I was never aware or informed by getting the reverse mortgage I would not be allowed to utilize the property deferment if granted to me. Then XXXX XXXX began adding home owners insurance on the property claiming they were not receiving the proof of insurance being sent to them. I repeatedly requested a payment plan to pay the over {$12000.00} they stated I owed them. However I was continuously harassed to apply for a loan to start repaying the reverse mortgage ; I explained I could not afford any type of loan because I survive on Social Security only, which is less than {$1200.00} per month once XXXX is deducted. I am XXXX years old and incurred medical bills from XXXX and XXXX XXXX. I was finally given a payment plan of {$230.00} per month to repay the property tax and home insurance fees they claim I owed. I began making the payments in approximately XX/XX/XXXX. Then I was told XXXX XXXX was taking over my reverse mortgage loan, therefore I would be required to send the XXXX to XXXX XXXX, which is what I continued to do until I missed a payment in XX/XX/XXXX due do a serious medical condition with my XXXX. My income is barely enough for me to survive on because I receive no other financial assistance. My daughter assist me when she can, however she is XXXX herself and in no way responsible for my debt. I began receiving harassing and threatening for calls from representatives at XXXX XXXX on almost a daily basis, constantly telling me to apply for a loan or they would have to foreclose on my property. I explained I would get the {$230.00} payment taken care of, because I could barely afford that. XXXX XXXX has accepted the {$230.00} payment since XX/XX/XXXX if not longer, therefore when the payment was returned to me stating I had no payment plan on file I was confused, because what happen to the payments I had been making for over 9 months. The harassing phone calls continued until I sent a certified letter requesting an update on the current amount I owed for the property tax and home insurance debt I had been paying on, because I would need a payment arrangement to continue paying the balance which should have decreased due to the monthly payments I was making. I received no update on the remaining amount owed, and no documentation to start a payment. However, I am still receiving phone calls concerning me starting to repay the actual reverse mortgage loan. Then my neighbor advised me someone was outside taking picture of my home on XX/XX/XXXX. I have repeatedly requested the documents for a payment plan be mailed out to me with no success. It should be against the law for these companies to utilize their attorneys to file documents and create unnecessary fees, when I have explained my situation and the bank has more than likely already researched my income. Their main agender is to force me to start repaying on the actual reverse mortgage loan, foreclose on my property or harass me until I just leave my home, which should be a violation of Texas law.

Company response to consumer: Closed with explanation