Consumer complaint received 2024-05-20
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc. (NC)

I am contacting you regarding my mortgage company Mr. Cooper. I feel they have not properly credited my payments and are now refusing to accept mortgage payments from me and have put me into foreclosure. I have owned and lived in my home in XXXX, XXXX XXXX XXXX years. The mortgage was refinanced through Nationstar in XXXX. The mortgage payments have been made on time for close to XXXX years. I am very frustrated with Mr. Cooper because when I had a problem due to separation from my husband in XXXX I fell behind but then was able to resume making payments about XXXX month later. Mr. Cooper accepted these mortgage payments from me without any problem for over XXXX year. Then without warning I was told they would no longer accept single mortgage payments and that I needed to reinstate the past due amount. I have serious problems with the way that Mr. Cooper has handled my mortgage loan. I am getting notices that I am {$8500.00} behind on the loan but I check my records and that does not even seem close to the actual delinquency. What has Mr. Cooper been doing with my payments? It looks like they are not being applied to my loan. I am also concerned because I tried to apply to get borrower assistance. I was told that there were not any options for assistance. Their agents said that because I was behind on the loan I did not qualify for help?? That does not make sense. I believe that mistakes were made in the review of my information and calculation of the past due amount and that I was not reviewed for all applicable programs. I also have had a change in financial circumstances as my adult daughter is now working and contributing to help with the bills. I do not want to lose my home, I live near my father and this is the house where I raised my kids. I think Mr. Cooper needs to do a better job and research my case and work with me on a plan to resolve this situation. 

I have worked as a packing XXXX at a produce warehouse for the last XXXX years. There were no financial problems until I separated from my husband in XX/XX/XXXX. We did not enter any formal agreement and I did not have enough money to hire a lawyer. I did not receive alimony or any child support or help, was just left to figure it out on my own. I was not able to make my payment in XX/XX/XXXX because of this loss of income, but was able to resume the following month and make my regular payment. According to my records, I continued to make the mortgage payment every month from XX/XX/XXXX through XX/XX/XXXX. In XXXX when I tried to pay online the website was down and I could not log in to pay. I tried to log in and pay again later in the month but now the system would not accept a single payment and it said I had to pay the full past due amount ( which should have been XXXX mortgage payment and possible late fees ) but the figure I was quoted was much higher. 

My regular mortgage payment with escrow was about {$500.00} per month so according to Mr. Cooper I have not paid the mortgage for at least XXXX year. This can not be correct. I need Mr. Cooper to provide a full accounting of all mortgage payments made, and the application of the funds. I need a full break down of the legal fees, late fees, junk fees etc that have been added to my mortgage delinquency. I need to know if there are funds that have been put into suspense and not applied to the mortgage.