Consumer complaint received 2020-08-18
Company: Mr. Cooper Group Inc.
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Multiple issues in accounting and records keeping the mortgage provider continue to address all issues as one issue. But if pinpointed attention is paid to the documents that the provider has provided to CFPB you will see the inaccuracies. 

XXXX XXXX XXXX is quoted as writing : " Our records also indicate in XX/XX/XXXX and XX/XX/XXXX, you did not make a payment. On XX/XX/XXXX, a payment of {$1400.00} was received that was less than the amount needed to post a post-petition payment. '' A review of his reply document shows Transactions # XXXX, # XXXX ( above quoted {$1400.00} amount ), # XXXX, # XXXX, and # XXXX. All transactions occurred from XX/XX/XXXX thru XX/XX/XXXX totaled {$5800.00} not just the {$1400.00}. Please review the documents you provided to CFPB. this is an example of the errors in accounting I have been attempting to address since XX/XX/XXXX. 

Please provide CFPB the monthly mortgage statements for the period of XX/XX/XXXX and XX/XX/XXXX. If both mortgage statements are reviewed in the attached document provider from Mr. Cooper via my bankruptcy attorney. You will both statements only required payments of {$130.00} for XX/XX/XXXX and {$130.00} for XX/XX/XXXX. Both statements reflected less than a monthly mortgage because each statement reflects additional fees in the suspense that was to be released. 

A review of his replied document shows Transactions # XXXX ( paid {$130.00} ) but indicated XX/XX/XXXX was not paid. Adding this payment with what was in suspense would not have made this mortgage payment complete? 

XXXX XXXX XXXX is quoted additionally in writing : " Our records indicate on XX/XX/XXXX, we received a payment for {$800.00} instead of the normal monthly amount ; however, a payment was applied due to partial payment made on XX/XX/XXXX. '' A review of the attached mortgage statement for XX/XX/XXXX and notes/audio recording with Mr. Cooper of XX/XX/XXXX around XXXX pm ( MT ). Please listen to Representative acknowledge funds in suspense. This suspense funds with the above-quoted {$800.00} would have made the monthly mortgage complete. There was no need to attempt to place this {$800.00} towards payment of XX/XX/XXXX. Recording and attached mortgage statement of XX/XX/XXXX both show the suspense funds. Further, the phone recording confines the suspense funds, so why would Mr. Cooper apply mortgage payment inaccurately? 

Please review the attached document relating to Chapter XXXX  confirmation. Mr. Cooper requested changes to the original repayment just prior to the first confirmation date. This caused a delay and amending to the prior tentative repayment plan. See attached order of XX/XX/XXXX, signed by XXXX  XXXX of the U.S. Bankruptcy Court, District of XXXX  that denied/vacated both confirmations prior to that hearing. So the original repayment plan submission of XX/XX/XXXX, to which the XX/XX/XXXX payment you had received stopped. Further, these payments should have been moved to post-petition mortgage payments after the court approved confirmation in XX/XX/XXXX. 

A huge question about the Proof of Claim ( POC ). Your reply states that the amount was {$13000.00}. But are you aware that the trustee has paid Mr. Cooper {$15000.00} ( as of XX/XX/XXXX )? Are you stating that your attorney filed an inaccuracy with the courts and Trustee?

Company response to consumer: Closed with explanation