Consumer complaint received 2023-08-07
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Mr. Cooper continues to conduct illegal and questionable business with our account. 
As of XX/XX/XXXX Mr. Cooper sent our past due balance ( due to their errors ) to a collection agency. This is despite ALSO having sent approval to a recovery program for the same funds, while ALSO still requesting payment from us. Mr. Cooper has not drastically impacted our credit due to several faulty hits and negative reports. 
We called to make a payment and was denied. We were then told that if we make a payment at the same time as our assistance coming through, they did not know where our payment would be credited to. Our assistance program has told us that it could mess up the funding if we make payments at the same time yet Mr. Cooper continues to insist that we make payments even though the approval process is documented and in the works for the assistance program. Mr. Cooper is attempting to illegally collect multiple payments and is now falsely reporting to the credit bureau. 

Issues with communication : We still demand all signed receipts from Mr. Cooper to verify the several certified letters they claim to have mailed to our address. 
We have NEVER received any communication via our online account/consumer portal or via email. This is likely because Mr. Cooper does not want a paper trail of their wrong doings since Mr. Cooper will only release call recordings via a court order. We have requested our call recordings several times and have been denied so now we DEMAND that ALL communication via in writing only via legal certified mail with a tracking number to our home address or via official, not spam, email to our listed emails on file. 
We made this request and continue to receive phone calls from Mr. Cooper representatives from several different phone numbers. None of the callers leave voicemails either. 

Mr. Cooper/Nationstar Mortgage is conducting fraudulent business under : ( 1 ) Sections 1031 and 1036 of the Consumer Financial Protection Act ( CFPA ), 12 U.S.C. 5531, 5536 ; ( 2 ) Sections 6 and 19 of the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, 2617, and the regulations promulgated thereunder at Regulation X, 12 C.F.R. 1024 et seq. ( RESPA Mortgage Servicing Rule ) ; and ( 3 ) Sections 4902 ( a ) and ( b ) of the Homeowners Protection Act of 1998, 12 U.S.C. 4902 ( a ) and 4902 ( b ) ( HPA ). Mr. Cooper is forcing home owners into unjust payment plans and threatening foreclosure without out cause. Mr. Cooper claims to have sent us certified mail on 3 separate occasions but can not provide us with tracking numbers or signed receipts of the letters. We never received any letters because they were never sent. Every time we speak with a representative from Mr. Cooper, we are told different things and each representative says the other one was wrong. We are constantly given faulty information. Mr. Cooper has denied us the ability to make our mortgage payment on several occasions because they want to keep our account behind so they can attempt to foreclose on the property. This company has reported our escrow in the negative despite our insurance company having paid them less than 6 months ago.

Company response to consumer: Closed with explanation