Consumer complaint received 2020-03-23
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a 10 page letter of complaint with at least 58 enclosures against Nationstar Mortgage dba Mr. Cooper of all the things they have done to me since they took over servicing of my loan in XX/XX/XXXX. I sent my complaint to every government agency I can think of, including CFPB, a several years ago, to no avail. They all referred me to another government agency that I had already sent my complaint to. Nationstar just lied about everything, even though I had documentation to back up all my complaints. The level of incompetence of this company continues to get worse. 

My most recent complaint is that they're claiming they didn't receive my XX/XX/XXXX mortgage payment, which I sent on XX/XX/XXXX with three money orders, amounting to {$2800.00}, like I have done since they modified my loan in XX/XX/XXXX. When I received my XXXX mortgage statement, it showed a payment due of {$5700.00}, which was for the XXXX and XXXX payment, plus a late fee. 

I filed a request to XXXX XXXX to investigate what happened to the money orders to see if they had been cashed, and found out, so far, that the {$800.00} money order was cashed on XX/XX/XXXX, but the other two {$1000.00} money orders had not been cashed yet, and nothing has been applied to my mortgage. I know Mr. Cooper received the payment and somehow it didn't get applied to my account, but I have to wait for XXXX XXXX to complete their investigation to confirm that they cashed the money order, and to prove that they are in possession of the other two money orders. 

I then had to send another payment for XXXX along with my XXXX payment, until I have proof of what happened to my payment. I sent both payments with two cashiers checks on XX/XX/XXXX, certified mail, return receipt. I received conformation of receipt of my payments on XX/XX/XXXX, showing that it was received and signed for on XX/XX/XXXX by XXXX XXXX XXXX, I.D . # XXXX. 

I received two letters from Mr. Cooper offering to help me by having me contact a dedicated loan specialist, because I was behind on my mortgage payments, but when I call I never get to talk to anyone. Only one time did anyone call me back, and I was on the road so I asked the woman to call me back in an hour, and she said it was my responsibility to call her, which I had already done. Then on XX/XX/XXXX, I received a call from Mr. Cooper, saying they did not receive my XXXX payment and that I was now two months behind, and to avoid foreclosure, I must call and make the payments immediately. I called the Mr. Cooper escalation dept. and spoke to XXXX, and I faxed her the proof of receipt of my payment. I asked XXXX to call me and confirm that she received the fax, but she never called back, even though I called the next two days, and left messages, asking for a call back. I also called my bank to check the status of the cashiers checks, and they have not been cashed yet. 

Because they failed to apply one of the {$1000.00} money orders to my account for a mortgage payment in XXXX, ( of which I have proof ), until I threatened to sue them, and then they found it, I suspect that they have all three of the payments sitting somewhere on someone's desk, but no one cares enough to do their job. It had to have been them that cashed the one money order, because, first of all it was made out to Mr. Cooper and if someone could actually get away with fraudulently cashing the one for {$800.00}, why wouldn't they cash the other {$1000.00} money orders. None of it makes sense, except that I have had to deal with so much of these kinds of issues with this company that I can deduce that they have possession of all of the payments. 

When they took over servicing of my loan XX/XX/XXXX, they took out a homeowners insurance policy with Foremost Insurance, without notifying me, even after I provided proof that I had a policy with XXXX. Nationstar claimed my policy didn't cover their interest in the property. I had to have XXXX write them a letter, explaining that the coverage is not based on their interest in the property, but on the the cost of replacement for any damages to the home or property. I had to cancel the policy because they didn't. Three violations of the RESPA Servicing Rule. 

4. Force-placed insurance ( 2013 RESPA Servicing Final Rule ). Servicers are prohibited from charging a borrower for force-placed insurance coverage unless the servicer has a reasonable basis to believe the borrower has failed to maintain hazard insurance, as required by the loan agreement, and has provided required notices. An initial notice must be sent to the borrower at least 45 days before charging the borrower for force-placed insurance coverage, and a second reminder notice must be sent no earlier than 30 days after the first notice. The rule contains model forms that servicers may use. If a borrower provides proof of hazard insurance coverage, they must cancel any force-placed insurance policy and refund any premiums paid for overlapping periods in which the borrowers coverage was in place. 

I also read the complaints that the XXXX  filed with the government against Nationstar Mortgage dba Mr. Cooper, and among other complaints they were held accountable for charging property inspection fees, and had to make restitution to the mortgagors. They have been been trying to charge me {$760.00} property inspection fee, since they took over servicing of my loan in XXXX. I have refused to pay the fee because I know they can not access that on my account. 

I haven't attached any documentation with my complaint, but I can provide anything needed to prove everything I have stated in my complaint.

Company response to consumer: Closed with explanation