Consumer complaint received 2019-04-17
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
From XXXX XXXX XX/XX/XXXX, I noticed my automatic draft for my mortgage wasn't going through. XXXX XXXX, XXXX, I attempted to log on to may account and received a pop up notification that stated as follow : " Account Unavailable- Because you are involved in an active bankruptcy, we are unable to display your account online. Please call us or have your attorney call us. '' I contacted them because I was not the person that had filed and was not represented. I was sent to the bankruptcy department. 
I personally had NOT filed bankruptcy. However, my husband had filed for bankruptcy for his own personal accounts. I was not included in the filing as I have good credit ( XXXX credit score ). When I called, I was advised I no longer had access to my account because I had filed bankruptcy. I explained I had not filed, my husband had filed. I also pointed out that I was the only person listed on the mortgage loan. When I questioned why I was being impacted, they advised because he was considered a " person of interest '' since he resides at the loan address. I asked if this was a regulatory decision Nationstarr/Mr. Cooper advised me it was their legal departments ' procedure. They indicated my automatic payments could no longer be drafted and I would no longer have online access. 
XX/XX/XXXX I contacted my husbands attorney to ask why they had sent my loan information as part of the bankruptcy. At first the attorney mentioned he had not submitted anything, but later the attorney apologized and indicated he " take care of it ''. What the attorney did was send a " XXXX XXXX '', to which he has stated he probably should not have sent Nationstarr since I was not the one filing bankruptcy.

My complaint against NationStarr/Mr. Cooper is that they have not sent me a XXXX. Their records reveal they sent a XXXX. On XX/XX/XXXX I called and was advised by Nationstarr/Mr copper the XXXX was mailed to my husband 's attorney. I called the attorney and the legal secretary advised they had not received it. I called NationStarr again and the representative stated it was mailed to my home. I advised her it was not and it was not mailed to my husbands attorney. I asked for them to send me a XXXX. I was advised they could not send me one because of the bankruptcy filing, even if I was not the person filing for bankruptcy. When I asked if this was a regulatory compliance or a specific statute. I was advised this was per their legal department. I asked to speak to a manager. She advised she could not risk losing her job and could not send me a XXXX. She advised I could wait until the bankruptcy case is closed. NationStarr confirmed they were in receipt of the Order of Discharge in XXXX. However, they needed the document stating the case was closed before they would reinstate my online access and send me a XXXX. 

There are more documented calls to NationStarr I made as well as my husband 's attorney 's office states they have made, all without success to secure myXXXX for filing my tax return. I had to have my accountant file an extension because of this issue. 

This hold on my account has placed undue hardship on how I conduct business with NationStarr. They are penalizing me as the sole mortgage holder on the account without due cause. 

Please be advised I am also in the process of filing a complaint against the attorney that has handled the bankruptcy for my husband for inappropriate handling of filing a bankruptcy to include my personal mortgage. He has apologized and personally advised the court mediator at the bankruptcy hearing it was his error. He has acted in bad faith by including my mortgage loan on a bankruptcy filing that I have not been a participant. 

All I want is my XXXX and online access.

Company response to consumer: Closed with explanation