Consumer complaint received 2019-04-02
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had a mortgage with Seterus, Inc. We had a house fire that was a total loss on the date of XX/XX/XXXX. Two days later we requested a 10 day payoff, and when we got that number to work with, we had our insurance company send out a check which arrived on XX/XX/2018. I did not hear from Seterus for two months, but then they started sending us payment demand letters. After talking to them, they said they did not get the check, then they said they did receive the check, but sent it back to the sender, then they tried to say that I sent it to the wrong location and was responsible for additional fees and interest. I called them several times between XXXX and XXXX of 2018. They finally told me that I would need yet another 10 day payoff to resolve this issue. This one was for an additional {$7000.00}. I sent them the additional {$7000.00} even though I did not owe them anything, but they sent the wired money back the very next day, claiming that I was {$160000.00} short. They then proceeded to file for foreclosure on my property, then paid my property taxes two weeks later so that there was something to hold over my head. I got help from an attorney and my insurance agent to stop the foreclosure in XXXX, but they are apparently after me again. The mortgage sold to a company called Mr Cooper, and they are asking an additional {$19000.00}. 

Additional call logs from my history with Seterus : XXXX This is the date of the total loss of the house XXXX Request for 10 day payoff from Seterus XXXX Payoff request amount of {$160000.00} received by XXXX XXXX XXXX Check for payoff sent overnight, received by Seterus on XXXX, but not processed until at or around XXXX XXXX had been waiting for release of lean paperwork but it never showed. Called Seterus and was informed that they had received the payoff check, but claimed they did not know what to do with the check. They said that they did not know if we wanted to keep the mortgage open in case we wanted to rebuild and keep working with Seterus for our mortgage needs. Advised me that I would need a new 10 day payoff amount XXXX Called and spoke to customer service and property loss, no one haas answers, spoke to XXXX XXXX, she sent me to property loss, Spoke to XXXX empoyee id XXXX with Property loss, she says the she is submitting the request for payment internally and that we should call back in 1-4 business days or at least by XXXX. They claimed that we did not send in a written request with the check requesting to pay off the mortgage, we sent this item in, but they rejected it claiming it was not our signatures, resubmitted the request, was to call back in 1-4 business days XXXX XXXX XXXXwould not give me his last name or employee number, claims he is the only XXXX that works for the company. Claims that that they are reviewing the request, if they are satisfied, they will take our check and pay off our loan along with dismissing the charges and interest that have accrued since the receipt of the check XXXX Spoke to XXXX, she says that the signatures were wrong on the request for payoff, requested us to resign and resend the request, and wait for reprocessing XXXX XXXX- nothing resolved, was informed of a shortfall in escrow, requested an explanation, but there was none XXXX loan number-30344659 XXXX  XXXX at XXXX restated same thing as XXXX XXXX XXXX claimed that seteris was going to pay property taxes for the year 2018, but the tax but has not been sent yet, advised me to wait until the tax assesment is done. She informed me that my property was placed in forced place insurance I informed them that there was nothing out there to insure, they asked me if the foundation was still there, I told them no, but they still forced the insurance taxes tel number : XXXX insurance tel number : XXXX acct # : XXXX csr with insurance- force place insurance : XXXX XXXX XXXX sent me to late stage insurance XXXX-informed me that the check had been sent back to the insurance company ... claimed that the initial payoff was not enough money due to additional shorfall in escrow ... some of was caused by forced insurance XXXX XXXX with Seteris called me, she said that they are still reviewing my request, there has been no progress since the XXXX of XXXX. When asked what my next course of action is, she said to hold back and wait for review and response. She said that if I have not heard back in a few days, I should call in at XXXX XXXX XXXX XXXX XXXX They refused any other payment than Electronic funds transfer XXXX XXXX XXXX XXXX XXXX rout XXXX acct XXXX loan number XXXX mention payoff Was told that the reason why we were still not paid off was because we still owed money in escrow because of tax. Wired them XXXX, but the money was sent back to the bank. Seterus did not inform me that the money was sent back. I found out that the money had been returned by a call from my bank. 
They refused any other payment than Electronic funds transfer XXXX XXXX ( Seterus attorneys office ) - foreclosures-XXXX-told me to send a request for a new 10 day payoff. that request was sent on XXXX. 

XXXX address, last 4 of  social, loan number email -XXXX XXXX XXXX I called because they refused my payments again. 
XXXX XXXX they claim they dont have enough money yet, and that they need to submit for another 10 day payoff, this payoff was over {$160000.00} In addition, we had an insurance claim in the spring of 2018. We paid our deductible, Seterus paid the first draw to my roofing company, but they never paid out the final draw. My wife and I had to pay the final draw out of our pocket. The sum of that Seterus never paid is being held in suspense for a total of {$1600.00}. 
We really need your help to get out from these predatory lendersplease help us

Company response to consumer: Closed with explanation