Consumer complaint received 2023-04-04
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (NE)

We filed for XXXX XXXX XXXX on XX/XX/XXXX. Our service was transferred from XXXX to Nationstar ( Mr.Cooper ) effective XX/XX/XXXX. My complaint is that ever since Mr.Cooper has had my loan, I have not been able to clearly see how my payments are being applied and where all my funds have gone. They have restricted my access to view any of my account information online and the ability to make payments online ; I have to make my payments over the phone. The monthly statements I receive each month do not reflect any accurate information. I had even sent in {$1200.00} on XX/XX/XXXX from an escrow refund I had received. So I put it back to my loan. In XXXX of XXXX, I was told I only owed {$160.00} for the month of XXXX. Then received a notice I was 4 months behind. Then on XX/XX/XXXX, a Motion for Relief was filed and a payment plan was set up. I paid an extra {$800.00} at the beginning of the plan. The first payment of {$1300.00} was supposed to go to the arrearage but I can not tell where those funds went. The payment history just shows to the STIP. The total amount I was to pay during the plan was {$3300.00}. I paid a total of {$3700.00} but they said I did not pay enough to complete my plan & was short funds. I've spent countless hours on the phone trying to figure out the payment history that I had requested many, many times. I keep receiving threatening Notice of Default letters from Mr.Cooper 's attorney 's ( XXXX XXXX ) stating that I'm XXXX months behind after I'm clearly not and making payments each month. The Trustee 's office sent payments each month from XX/XX/XXXX to XX/XX/XXXX to clear the pre-petition balance. Mr.Cooper took months to cash the checks they received from the Trustee 's office. The payment history I request never shows those payments or where those have been applied. The arrearage amount due was {$1500.00} and the XXXX paid a total of {$1600.00}. I've never been advised where those extra funds went. I have requested an audit of my account be completed twice, with no resolution. Each time I call the Bankruptcy department, I receive completely different information regarding the balance due on my loan from the representatives. On my XX/XX/XXXX phone call, I was advised that Mr.Cooper bankruptcy department applies the funds I send in to their discretion. I was told my XXXX payment would not be applied until XXXX. I was told there was funds of {$710.00} sitting on my account but only {$180.00} could be used toward a payment. So that constantly makes me show that I'm a month behind, which I am not. The other 'bucket ' of funds, which I was told they are not allowed to tell me what they are being used for, will be used at their discretion. They refuse to tell me where all my funds are being applied each month. This is wrong!! What are these other bucket of funds?? Are they going to someone else 's loan?? Mr.Cooper never sent periodic statements showing the payments received, I had to request my payment history. And also I see an ACH Litigation settlement has been filed because on XX/XX/XXXX it's vendors inadvertently caused incorrect ACH debit and credit entries to be sent to borrowers bank accounts that were serviced by Nationstar. I was one of them, so that's on top of what else we have been going through.