Consumer complaint received 2021-11-03
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Re : XXXX Complaint against Mr. Copper Loan No. : XXXX Mortgagee : XXXX XXXXXXXX XXXX. 
Property : XXXX XXXX XXXX XXXX  NY Dear NYS Dept . of Financial Services : My complaint relates possible substantial overcharging, lack of cooperation, failure to communicate, and total lack of professionalism on the part of Mr. Cooper. 
I sent a letter dated XX/XX/XXXX asking for a response for three questions ( a copy of the letter is attached ). I have not received a substantive response. 
BACKGROUND We had the above referenced mortgage with Mr. Cooper for a multi-family apartment building in XXXX. The loan came into default during the pandemic due to Mr. Coopers incompetency.

We requested and were granted a three-month moratorium on the payments because the tenants stopped paying rent. We requested another three months and made repeated calls to the service line to inquire as to the status of the request. Over a three-month period, we were told that the request was being evaluated. Finally, without being given an answer about the extension Mr. Cooper started a foreclosure action against the us.

We worked out an agreement with Mr. Coopers law firm and paid a substantial penalty for late fees, penalty interest and legal fee. Attached is the agreement. But, Mr. Cooper states that we continue to owe {$31000.00} non-interest principal amount.

Question 1 ) We did not understand how we can owe {$31000.00} as a non-interest principal when the monthly mortgage payments were {$60000.00}. We were told it was for the three payments for which we were granted the moratorium. But according to our calculation, the three months of payments should have been substantially less.

Question 2 ) We questioned a late fee of {$720.00} that was on our XXXX statement and submitted proof that the payment was timely wired to Mr. Cooper. Mr. Cooper never responded to the legitimate question. 

XXXX XXXX XXXX XX/XX/XXXX Question XXXX ) We questioned a late fee of {$480.00} on the XXXX statement and submitted proof that the payment was timely wired to Mr. Cooper XXXX Mr. Cooper never responded to the legitimate question. 

THE COMPLAINT After XXXX XXXX called Mr. Coopers service department on several occasions asking for an explanation of the above questions, she was transferred to various personal all of which said something was wrong but never receiving an answer. 
I wrote the attached letter dated XXXX XXXX to Mr. Cooper asking them to set forth in writing a response to my demand for an explanation of the charges. I specifically wanted a written explanation so that I could study the calculations in the response. 
Our request remains the same. We want a breakdown of the {$31000.00} non-interest-bearing principal. I believe Mr. Cooper is charging penalty and interest, related to the foreclosure for which they were already paid. If they charged fees, penalty and interest related to the three-month moratorium then the charges are probably illegal based upon the governors orders. 
Dealing with Mr. Cooper is terrible. Some of the continuous issues we had are that they continually charge late fees even though they are timely wired payments, unknown charges often appear, their lack of competency in providing us an answer to our request for an extension of the moratorium cost us substantial money from our savings to pay the interest, penalties and fees to stop the foreclosure. 

Sincerely yours, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX. 

cc : Attn : Service Department Mr. Cooper XXXX XXXX XXXX XXXX, Texas XXXX

Company response to consumer: Closed with explanation