Consumer complaint received 2019-05-14
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc. (MA)

COMPLAINT INFORMATION : WHAT HAPPENED To explain what happened in this most recent instance is fairly short and straight forward. On XX/XX/XXXX I received from XXXX XXXX XXXX , XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper , my mortgage company, a communication dated XX/XX/XXXX which read in part, This is an important notice concerning your right to live in your home. This same scenario also happened just a few years ago. What happened then, and what has been happening over the past 11 years, is a bit more complex and lengthier. 

The following points are the most major Id like to address, but are not limited to all our family has been subjected to by XXXX XXXX XXXX , XXXX, Nationstar Mortgage LLC d/b/a Mr. Cooper. 

Receiving notices that I perceive as threatening which state they are questioning our right to live in our own home. 

The most recent incident started on XX/XX/XXXX and was quickly followed with 7 additional mailings. A much lengthier communication followed within a few days, and read in part, RIGHT TO REQUEST A MODIFIED MORTGAGE LOAN. If this had been the first time I had received such a communication I would be as astonished, distressed, concerned and confused as I was the last time it occurred. After months of much time, money and phone calls back and forth to the Mortgage company, calls to our Town Hall, faxes, mailings, etc. it was proven that this was an error on their part and that I had not missed any payments. It took a huge toll on both me and my familys health ( both mentally and physically ). I have a handicapped son who was sick with worry that we were going to lose our home and have no where to live and he definitely was worried about what was happening to me. As a coincidence I was wearing a XXXX XXXX at the time which I believe did show that my XXXX was in distress. 

Please excuse the old adage that Fool me once, shame on you. Fool me twice, shame on me. which seems to fit this particular instance. I can prove by not only my own bank statements, but by the Mortgage Companys own records that I have not missed any mortgage payments. I feel sure that the same harassment, unprofessionalism and extreme time and money commitment would occur this time. Therefore, I feel that following the same path as before would be a mistake on my part. Since that time, I have learned more about the computer and how to be more effective in my research. I was able to go back to XXXX when Nationstar took over my mortgage. Several facts came to light that helped to trigger memories about, not only what I now consider somewhat questionable business practices, but actual events that have occurred since XXXX that I had forgotten. 

I also suspect that I might not be alone in this companys treatment of their mortgage clients. While I was at the post office ( for many of the mailings are sent via registered mail that you have to sign for ) a lady right behind me was picking up an identical mailing from Mr. Cooper. 

Of course I have documentation of what I am sharing with you. I have approximately 50 to 75 pages of communications from Mr. Cooper ( Nationstar Mortgage, etc. ), copies of my bank statements and copies of my payment history with Mr. Cooper. I believe I could also get a statement from my Town Hall and the town clerk, and also documentation of my Goldstar status as well as my real estate abatement. 

2 ) Every year there have been increases in my monthly mortgage payments ( some realistic and consistent as to what one might expect ) but some totally unrealistic. 

In the years prior to Nationstar taking over my mortgage, my monthly payments did increase from what I can remember, about {$25.00}. In XXXX when Nationstar took over my mortgage I was paying approximately {$1600.00}, and I am now paying almost {$2100.00}. I do not believe either my hazard insurance or my real estate taxes ( abatement ) have gone up over {$6600.00} per year. 

In XXXX Nationstar increased my monthly payment over {$700.00} per month from {$1700.00} to {$2400.00} per month. No one could explain what this huge increase was for but that I had to continue to pay the increased amount until they could figure out how they came up with this figure and what it was for. If I did not or could not pay I could be foreclosed on. I had to pay this outrageous increase for months and still no one actually told me how or why they had come up with this figure. Very similar in XXXX my payment went from {$1700.00} to {$2100.00} and again I was forced to go through the same process. This time I could only get it down to approximately {$1900.00} and again was not told why ; and neither my home owners insurance nor taxes had increased anywhere near that amount. 

3 ) As you will see from my Payment History there are a multitude of charges that I have no idea what they are for and are listed as either Unapplied Funds or Fees. As you will see starting in XXXX a new category has been added Escrow Deposit.  Since Nationstar took over there have been approximately 100 such instances of these charges. Some of the fees are relatively small such as {$2.00} plus to over {$40.00} and I have no idea what they are for. I also seem to remember that during our first Foreclosure notice, that I was getting charged for a House Reassessment and was told that it was for someone to see if the house was lived in. No one ever came to the house nor there was never any type of inspection/evaluation done. 

4 ) Never has anyone disclosed what happened to all of the thousands of dollars I have had to put out for the increased monthly payments or the Unapplied Funds or the Fees. Several people said they would check and get back with me which, of course, no one ever has. Every year they always show I am in the negative for my Escrow fund and that somehow I am always a month behind in my payments. I have followed up several times on the ( supposed ) monthly payment and I have had representatives acknowledge that they can not find any shortage but this has never been corrected and has gone on for years. 

5 ) Even though I have had a real estate abatement since my husband passed in XXXX Nationstar/Mr. Cooper somehow has never been able to confirm ( or even believe ) that such a law exists even though both I and my Town Hall has provided them with copies of the bill. I have been told flat out that I am a liar and dont know what I am talking about. Just this year a man said he would call my Town Hall ( again ) to verify what I was talking about and he did actually call me back. He told me that he did speak with a lady who did not know who I was and she did not know of any real estate abatement. When I asked the representative who he had spoken to, he gave me a name I did not recognize. When asked what town he spoke to this lady in, he gave me a town I did not know and a state not near Massachusetts and said he would call me back after he made the call to the correct Town Hall. He never has. 

In the past I have been told that someone would contact my town hall and asked to whom should they speak with. I did give them the name of our Town Clerk. This has happened several times over the past years when I have tried to verify my real estate abatement. This happened during the past Foreclosure notice and they were so unprofessional, rude and nasty that our Town Clerk became very upset and called me to let me know what had happened. 

6 ) Over the years we have been subjected to continual phone calls, letters and company representatives who have been discourteous, rude and extremely unprofessional. Not to say that I have not spoken with people who were polite and friendly, and who appeared to try to be helpful. Those people seemed to be newly hired and not very knowledgeable. Usually they either were able to confirm what I was saying but nothing was ever done to correct any errors and usually no one ever has gotten back to me. 

7 ) All of the above has left us exhausted and stressed and affected our health. To say we have endured much pain and suffering is an understatement. 

This time I have not contacted Mr. Cooper, other than paying my mortgage payment, but am contacting you who I hope will be able to assist me with my continuing experience with this mortgage group ( XXXX XXXX XXXX , XXXX, Nationstar Mortgage LLC, and d/b/a Mr. Cooper ). This time I can not do nothing but think that they will correct their mistake and allow this latest issue to adversely affect me and my familys health which it certainly has been doing over the past number of years. 

I am asking for your help and assistance with my issues with Mr. Cooper. Please see my comments under the Fair Resolution section.