Consumer complaint received 2022-03-29
Company: Mr. Cooper Group Inc.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am filing a complaint against the mortgage lender Mr. Cooper. My former spouse filed for bankruptcy and debt was discharged. Mr. Cooper continues to add additional legal fees to the mortgage on the home that I alone own. When I call, wait times are often in excess of 30 minutes, they have hung up 5 times today. They do not accept messages. Mr. Cooper refuses to answer questions and when I ask for an itemized review of all legal fees they refuse to provide this. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I emailed my requests. They assured me a response within 14 days. Federal bankruptcy judge instructed lenders attorney to have fees waived, Mr. Cooper has ignored this instruction. I can not even communicate with my lender. I pay my mortgage on time. Please help me. Attached is my written request ( my contact information is at the end ) : Dear Mr. Cooper Research Department : My name is XXXX XXXX ; I am borrower two on Loan Number XXXX located in zip code XXXX. 

I am contacting you to request the following information/documents : 1. An itemized listing/accounting of ALL corporate advance fees assessed to my loan beginning at the time that my ex-husband and borrower one, XXXX XXXX XXXX XXXX XXXX, filed for bankruptcy. 
2. Mortgage interest statement for XXXX XXXX. Mortgage interest statement for XXXX 4. Mortgage interest statement for XXXX Regarding item 1., I need the date and detailed information about what each fee was specifically for, when it was billed, when it was due, when it was paid by myself, and/or if it is still outstanding as I have personally made all mortgage payments since Borrower Ones bankruptcy filing. 

I am particularly concerned as I attended the hearing on XXXX Case XXXX held on XX/XX/XXXX. US Bankruptcy XXXX XXXX granted the motion for relief from stay and co-debtor stay AND provided clear direction to Mr. Coopers counsel, XXXX XXXX XXXX, that all related legal fees should be classified as non-recoverable and any fees paid should be credited to my loan. 

I have not seen evidence on the monthly Informational Statements reflecting any credit of corporate advance fees. Hence, I am specifically looking for that information so that I can provide it to the Court per XXXX XXXX request. 

My understanding is that the bankruptcy was discharged on XX/XX/XXXX. I attempted to access my account online assuming that I am now finally entitled to the full array of customer service from Mr. Cooper that my on-time payments should provide for at this time. However, I was advised by two representatives that I am still enduring unjust consequences related to my ex husbands behaviors. Further, I was also informed of an additional fee of an additional Proof-of-Claim fee of {$130.00} assessed to my loan on XX/XX/XXXX. I am most unhappy about Mr. Coopers continued penalization. 

Kindly, forward evidence of all accountings to corporate advance fees as soon as possible. I thank you in advance for your customer service. 

With my advance gratitude, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation