Consumer complaint received 2021-03-02
Company: Mr. Cooper Group Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Since XXXX I notified Mr Cooper of a major repair. Letters they send are form letters. Just like Seterus that was shut down in XXXX and a class action suit. I am part of that. I am in my home XXXX years always paid! I battled XXXX XXXX and had modifications. Well the one I am in now is again very wrong. Mr Cooper added XXXX or XXXX  years on rather than the standard mod process. For XXXX  months charging me fees and billing me still for XXXX months when in fact XXXX month was to be added to the end. I thought they paid my XXXX fees and thought that is why they added so many years. So the issue is they did not pay any XXXX fees I received a XXXX past due from the XXXX XXXX XXXX XXXX I was told in my last mod of XXXX that all was included to get me up to date. Then my garage cracked in half and needed to be replaced. I am in a condo and still paid the door in full through XXXX XXXX XXXXXXXX XXXX. I sent the receipt to my attorney XXXX XXXX XXXX XXXX  who stepped in XXXX years ago when Seterus was threatening my home. Seterus too took me out of a mod I was to be in from XXXX to XXXX. Then as I am with Mr Cooper they too increased my payments and added so many years when I am just XXXX month due. I wrote to them and called and they do not even answer my attorney. The worry I have is after XXXX my attorney will no longer be assigned. He worked with me thru the Seterus bad business practices and it took XXXX years almost with XXXX XXXX  XXXX numbers they too and HUD helped me battle these crooked services. The point is XX/XX/XXXX was not paid and there was no resolution only more fees and no response. I need them to stop taking my earned equity and respond to the XXXX month. I am a homeowner and not even responsible for replacing the XXXX car garage door but due to the fact the main fees were not paid in the new mod I had to pay for the door in full. I just need to understand what they have done with my loan. We are in a global pandemic and I took lost thousands in working wages since XXXX I work from home and lost XXXX a month. I am only behind XXXX month and also need to question the XXXX bill I received. I again have XXXX years at my home as my only and primary residence! I just want to be sure Mr Cooper is handling my payments and my loan correctly without doing wrong by me which is what happenned for XXXX years with Seterus. I was charged any extra XXXX net over XXXX  years equalling XXXX when my mod was to be XXXX! If they look up my address they will see a time line with XXXX XXXX  who stood by me as well as HUD as I was in counseling with XXXX to protect me and my finances during my XXXX battle to prevent me from not losing my home and my equity. I now have XXXX grown children I put through college and should I pass on they will have my home as my only asset other than my car. I need to know I can trust Mr Cooper but XXXX months of asking for XXXX month to the end invited XXXX  months of fees double payments on every statement and a lingering XXXX past due which I have no idea how that is possible! It is alarming. Again how they extended my loan out XXXX plus years when I was not past due more than XXXX month. Seterus was brought to court. They scared me when I always paid and they took me out of my guaranteed mod for XXXX years as I said early. Basically bankrupting me as I no longer had savings which I always had. I need to know my loan and my years of equity are there. I also need them to realize in a condo I am responsible for the inside of my home! Not to pay for garage doors or outside water lines. I need to stick to a set affordable mod payment. I remain in medical hardship although I work full time.

Company response to consumer: Closed with explanation