Consumer complaint received 2022-03-04
Company: Mr. Cooper Group Inc.
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This is a very brief summary of a problem that I have had with Nationstar Bank dba Mr. Cooper starting in XXXX when Mr. Cooper added approximately {$600.00} to my monthly payment of {$910.00} because of escrow that was calculated at the incorrect amount for two reasons : 1. South Carolina property taxes were at a higher rate because I did not have my SC Driver 's License and they did not consider me as living in a " primary residence '', thus charging me at a higher rate which was incorrect. 

2. My husband had passed away XX/XX/XXXX and he knew at the time of his death that he would be XXXX at a rate of XXXX XXXX XXXX. His XXXX rating was in adjudication at the VA at that time. 

I could not afford the increase of {$600.00} a month and I was allowed to go on forbearance for six months because I was " indirectly '' affected by COVID-19. I was affected by the inability to getting the proper paper work done by both the SC Tax Department and the VA Department because of a shortage of workers and a slowdown in paperwork getting done. 

During that six months time of forbearance the paperwork was completed including my deceased husband 's rating of 100 %. In the state of South Carolina there is XXXX property taxes to be paid. My husband new at the time we decided to move from North Carolina to South Carolina since me, being the widow, would be waved of the SC Property taxes. 

In XX/XX/XXXX, I was granted a Loan Modification that was to start by paying the first of three trial payments of {$810.00} and that payment was to be made by XX/XX/XXXX. This payment was made XX/XX/XXXX. I have the bank statement showing that Mr. Cooper had that XX/XX/XXXX. This payment was for XXXX and the next two trial payments would be for XXXX and XXXX and after those three trial months were paid that the loan modification would be " approved. '' When I called to make the second payment I was told that I could not have the loan modification because the VA Mortgage was not assumable by me. Of course, I am the 100 % successor in interest and I have the probate papers from the court showing this. After many months of phone calls, faxed papers for what Mr. Cooper had me fill out and fax, re-fax, re-do, etc. I complained to The State of South Carolina Board of Financial Institutions - Consumer Finance Division and Mr. Cooper told XXXX XXXX XXXX, Mortgage Examiner, that I did not make the first required payment by the due date of XX/XX/XXXX. I proved that what Mr. Cooper had done was they had taken that the first payment of {$810.00} and used an additional amount that is shown on their own bank statement of adj suspense account in the exact amount of {$370.00} to bring a total of {$1100.00} and applied that total payment to a monthly payment and lied to XXXX XXXX telling him that the reason the Loan Modification was denied was because the first trial payment was not paid on time ( XXXX XXXX, XXXX ). After I proved to XXXX that Mr. Cooper was lying by showing them my bank statement and that showed that amount was indeed paid on XX/XX/XXXX, Mr. Cooper changed the reason of why the loan modification was denied because of an " error on their end '' and that the mortgage was not assumable by me because it was a VA mortgage and only signed by my deceased husband and not assumable by me, the widow. 

There are many other lies told and corruption on the part of Mr. Cooper and I have experienced a lot of emotional distress including suicidal ideations that led to hospitalizations twice. 

A letter dated XX/XX/XXXX read : Congratulations, you are eligible for a loan modification which will permanently change the terms of your mortgage. This new loan was a Fannie Mae and the papers were signed and notarized at my home now in XX/XX/XXXX, after an entire year of paperwork, lies, emotional anguish, and then had to be redone 2 weeks later because the papers were not signed properly. Then redone again and the first payment was to be made in the amount of {$810.00} starting XX/XX/XXXX. When I called Mr. Cooper to make that first payment I was told that no, the amount was {$970.00} ( approximate amount, I do not remember exact amount ) for the first three months of a trial period. There was no three-month trial period. Then I was told that that amount had to be paid for missing escrow. Since nothing was in the agreement that stated this I made the amount that was stated that was signed and notarized, which is a legal document stating that was the amount to be paid.

Company response to consumer: Closed with explanation