Consumer complaint received 2023-04-23
Company: Mr. Cooper Group Inc.
State: OK
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
As a least sophisticated consumer, it has been brought to my attention the bad faith dealing and unfair and deceptive ways I have been deceived about the way my loan was processed for 16 months before the sale of my home, and for 7 years afterward. 
XXXX XXXX  XXXX transferred my loan to your company in XXXX of XXXX knowing that I had 23 late payment fees transferred, which should have stated I owed deferred late fees of {$1200.00} but your company allocated {$990.00}. Your company failed to onboard the loan until XX/XX/XXXX, and I had no one to take my XX/XX/XXXX payment due XX/XX/XXXX. 
Your company then proceeded to act in a predatory fashion and serviced my loan as a planned default, not allowing any assistance or modification at all, nor allowing me to sell my home without filings to avoid damaging the value of the home. 
XX/XX/XXXX, your company generated a welcome letter that contained the XX/XX/XXXX bill, not mailing it until the last few days of XXXX which was received by mail by myself on XX/XX/XXXX, causing a late fee of {$56.00}, service fees for delinquent payment of {$100.00} and causing me to pay another {$9.00} to be able to pay the bill immediately that day to which I was forced to pay on the phone, to no fault of my own that I was forced into predatory charges of {$170.00}, and that your company charged me sometimes twice for phone pay charges. 
This happened every month until XX/XX/XXXX, when I paid for my XXXX payment billed on XX/XX/XXXX. 
My XXXX billing was dated XX/XX/XXXX, and was delinquent XX/XX/XXXX, not XX/XX/XXXX, when your company claimed I was 60 days past due and in default on my mortgage. 
Then you charged me another {$110.00} for service fees claiming I was delinquent over 30 days for XX/XX/XXXX upon the payoff of the loan on XX/XX/XXXX, when that payment was made 26 days after the XX/XX/XXXX billing date on XX/XX/XXXX, accepted by your company XX/XX/XXXX. 
You charged me {$960.00} for unearned late, service, and phone pay fees on top of overcharging me for unearned lender fees for reversed advances never made to XXXX XXXX XXXX. 
All of this happened while knowingly overcharging me for interest based on an overstated principal debt amount. 
You failed to apply for my final payment as per the required payment allocation of principal, interest, and escrow before any adjustments, or other charges, first depleting the amount of interest collected by {$200.00} and only refunding that amount with a check for {$180.00} and not claiming this interest refund on the XXXX IRS Mortgage Interest document in box 3. This act left {$15.00} of interest not credited promptly nor allocated to interest collection at all while it has sat in suspense for 7 years and 9 months, leaving the loans payment only partially paid/credited, causing me almost a decade of negative and false reporting to my credit files but in a XXXX XXXX. 
More than that, you failed to credit my entire final payment before making any adjustments. 
Your firm, specifically XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, and outside Counsel XXXX XXXX all knew this while I did not in XXXX. 
Due to my lack of understanding your companys outside counsel made a false claim I was just changing my claims, no error corrections were made much less disclosure that the internal payment history claimed your company made a late fee payment allocation that was damaging claiming I paid for XXXX late fees in lines XXXX. 
XXXX XXXX sent your outside XXXX a XX/XX/XXXX payment history that fraudulently concealed the actual {$11000.00} allocated by Nationstar to late fee payments and she unlawfully altered the payment history by deleting every single charge for late, service and phone pay fees internally starting at line 12. 
The XXXX CFPB Consent order supersedes RESPA 1024 which claims your company does not have to service the loan. It does not place a time constraint on correcting the inaccurate payment allocation and lack of full final payment crediting, and the closing out of the suspense account. 
That is until the requirement expires on XX/XX/XXXX, which is what I understand your assistant general counsel and outside counsel are stalling to reach. 
Your original detail report used output code Q which shows everything and the XX/XX/XXXX report used code B which fraudulently conceals service fees, and both conceal advance disbursement payment reversals. 
Your XXXX payment history completely concealed the actual entries in the internal payment history and conceals all service fees charged to me outside of the unearned late and lender fees and conceal that {$15.00} of interest remains held with my payment toward XXXX reversed advance payments in suspense. 
I am asking one last time for Mr. Cooper to honor the XXXX orders required mandated corrections defined on pages XXXX of the consent order and please correct inaccurate crediting and payment allocation in my mortgage account in lines XXXX of my final payment of {$170000.00}.

Company response to consumer: Closed with explanation