Consumer complaint received 2022-06-06
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We have the initial problem with XXXX XXXX XXXX, They agreed, admitted that they made several errors, in taking large amounts of money from our escrow account, that we did NOT Owe, and committed in writing to XXXX and to me, that they were required to return, and will Refund All Monies that were taken In Error, and return them back to us by a specific date, being XX/XX/2022, We are in XXXX now, and we have NEVER received our money back. 

To compound the issue, on XX/XX/2022, they sold our loan to another company, and provided false and incorrect information and instructions on how to handle the loan. 

In speaking with our attorney, we were informed that by the law and statutes, they can not transfer a loan, while there are legal issues outstanding. 

We are now facing worse issues, and are now forced to file a complaint against the company that they have sold the loan to, because they are now acting on the negative and incorrect / false information provided by the original mortgage company. 

This complaint is Against Both Companies, and now Primarily against the New Mortgage company, as we have tried to work with them to get our money back, and correct the errors, and they are now claiming Forclosure if we don't pay what they have ordered, which is Much Worse, and Much MORE Wrong than was prior.

This problem is getting worse, and looks like we will need to begin a lawsuit.

I do not believe CPFB will do anything, or be able to do anything, however, we want the complaint on record.

The complaint at this time consists of the errors and actions from the New Mortgage Company, Named MrCooper, for actions of collection when we have never received our money back. 

I called XXXX / XXXX - XXXX XXXX from the Executive Resolutions Department, who has been handling and responded to the CPFB stating the admission of the errors in taking money that was not owed, and putting us in this issue, and XXXX XXXX re-reviewed and stated that HE provided instructions to MrCooper that the funds in the amount of {$5300.00}, which was the remaining balance owed for funds taken in error, and was to be refunded Before the transfer of the loan from Cenlar to MrCooper, since the refund did not get processed prior to the loan transfer, in accordance with the law, and the commitment to the CPFB, that these funds would be transferred to MrCooper as an Adj-Forbearance that was directeded to be refunded to me immediately, again, due to the errors that were caused by XXXX/ XXXX for taking money that was taken in error. 

XXXX, has provided no online access to any information on this loan. When attempting to log in, create an account, or look up the loan information, the web site states that the loan could not be located. 

I called in to speak with someone in the XXXX Resolutions Dept at XXXX, who asked that I send everything that I have ( which they should already have ), but asked that I send to her directly, and she will take it to the correct people in escalations, to work on correcting the errors, and getting my refund sent to me. She stated she would get back to me with information- which I have not received any status as of yet ( at this moment ), and while we are receiving collection and foreclosure threat phone calls from MrCooper company.

We are being threatened with Foreclosure, for not making payments - 1 month ( month of XXXX ), where we have NO Information on this loan, other than a statement from MrCooper Containing Many Larger Errors.

The statement from MrCooper, states that our monthly payment, which is supposed to be {$1400.00}, and XXXX for {$240.00}, for a total payment in the amount of {$1600.00}, is {$3100.00} per month. This is IMPOSSIBLE, They OWE US OUR MONEY. 

We have a Fixed amount, as it has always been, and I don't know where the heck they are getting, got, or calculated these amounts. They stated that we are short {$7300.00} on our loan, and that we have a Negative Escrow of {$2700.00}. 

This is Impossible. 

XXXX had our mortgage, we were NOT behind at all They Transferred {$5300.00} that was money they OWE US, and in the first month of MrCooper having this loan ( which we did not agree to, and should never have been tranferred while we have financial and legal issues filed against XXXX XXXX XXXX  ), and MrCooper, XXXX 'd out our {$5300.00} with No information, not on the XXXX statement we received ( while still in transfer ), and No One on the phone at MrCooper understood anything as to how it was computed.

We have tax exemptions provided by the state/county, and they have not complied with the tax exemption, they have kept our money, have not provided any credit to my account for refund, and have not refunded my money, and have more than doubled my payment, for which we don't even owe. 

I am filing the complaint with the Texas Savings and Mortgage Lending, as well as sending everything over for our attorney to review.

We need some resolution to this, and we Will Not Be Forced Out of Our Home, due to the errors of these companies.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation