Consumer complaint received 2019-11-13
Company: Mr. Cooper Group Inc.
State: WY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have attempted to settle mortgage issues with my Servicing company. So far, I have had no success. I have filed multiple complaints. Unfortunately, my Servicing company is quick to reply and then prematurely close the case. However, the issues are still unresolved. My Servicing company continues to repeat the following : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. '' This is simply not true. 
My Servicer REFUSES to admit they they or their predecessors have made errors in regard to my mortgage. Among multiple other failures and misconduct, XXXX XXXX failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. As the new owner of my mortgage, Nationstar/Mr. Cooper also failed to send a Welcome letter at any time during the duration of their ownership. In the same way, Nationstar/Mr. Cooper also failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. In addition, XXXX XXXX failed to send a Welcome letter when they became the owner on this date. In the processes of my interactions, I have continued to reach out to my Servicer, to request that the Settlement offer be renewed, which was extended to me in the latter part of XXXX. Until XXXX of XXXX, interactions from Mr. Cooper regarding a Settlement offer had ONLY been by email. In order for the XX/XX/XXXX Settlement offer transaction to be completed, my investor required that Mr. Cooper send a hard copy of this agreement with a POSTMARKED DATE via U.S. postal service. Mr. Cooper did send a hard copy of this agreement. However, it did not arrive until XX/XX/XXXX, and still did not possess a dated postmark. THIS is precisely the reason the Settlement offer could not be completed. Mr. Cooper and other Assignees of my mortgage are responsible for many violations in regard to my mortgage. I possess multiple pages of documents outlining these errors. Failure to send Welcome and Good-bye letters and failure to send a hard copy of the Settlement agreement are only two of the large number of violations regarding my mortgage since its origination. 
In addition, Mr. Cooper employees continue to send conflicting information. On XX/XX/XXXX, a Mr. Cooper associate stated the following : After reviewing your account, we found that the Owner of the Note transferred to Nationstar Mortgage LLC on XX/XX/XXXX, from XXXX XXXX XXXX. Ownership was given back to XXXX XXXX XXXX  on XX/XX/XXXX. However, on XX/XX/XXXX, another Mr. Cooper associate stated the following : With the XX/XX/XXXX, and XX/XX/XXXX, assignments there was no change in the ownership of loan. Therefore, no notice was provided. We are not required to provide notice of the assignments. This conflicting information from Mr. Cooper associates highly contributes to the issues. On XX/XX/XXXX, a Mr. Cooper associate also claimed the following : We acknowledge that the XX/XX/XXXX, letter was sent to you via email. However, the XX/XX/XXXX, and XX/XX/XXXX, letters were sent via mail and not returned by XX/XX/XXXX. I am attaching copies of emails which prove that the XX/XX/XXXX and XX/XX/XXXX settlement offers were in fact emailed. There is no proof that they were sent via the US postal service with a dated postmark. It is quite clear and apparent that Mr. Cooper has made multiple errors and has provided faulty and incorrect information in a great deal of correspondence. ( Attached are copies supporting my complaints )

Company response to consumer: Closed with explanation