Consumer complaint received 2024-05-02
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: Mr. Cooper Group Inc. (NH)

Here is the beginning of the letter I wrote to Mr. Cooper : " XX/XX/XXXX Mr. Cooper Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Subject : Formal Dispute of Lender-Paid Expenses Case No. : XXXX Dear Customer Relations, I am writing to formally dispute the lender-paid expenses totaling {$27000.00}, attributed to my account regarding the property located at XXXX XXXX XXXX XXXX NH XXXX. This dispute is submitted on the grounds of multiple infractions and mismanagement by Pacific Union Financial , LLC, which unjustly led to the accrual of said expenses. '' Here is the backstory : At the beginning of XX/XX/XXXX, I contacted Mr. Cooper at XXXX to inquire about {$27000.00} in " Lender Paid Fees '' I believe were added to my account from the original mortgage company I used in XXXX when I bought my home. There was a court case that Pacific Union carried on hoping to push me into foreclosure by not telling me the amount I needed to pay in order to end the foreclosure. Every day, I called Pacific Union and they promised to tell me the amount I owed by stating it would be sent in a letter, but no letter arrived. The day of the auction was getting closer, and they continued to avoid my calls and requests and so I brought this to the attention of the court where the judge said I properly pleaded " Promissory Estoppel '' and was going to allow me time to reopen a case against Pacific Union, but, by then, they had finally told me how much I owed, so I never pursued it further. However, the delay tactics of the attorney for Pacific Union caused " Lender Paid Expenses '' to incur that otherwise would not have accrued had they told me the past due amount owed within a reasonable time. 

The loan has been sold numerous times now. At the end of the process with Pacific Union, they sold my mortgage to another company and then it was sold again and then again. Because of these constant transitions, I am certain that these fees or expenses were somehow carried over to my current mortgage provider or were incorrectly calculated and are unreasonable and unjust, and since no one can tell me where or why or how they have figured I owe an additional $ XXXX to my mortgage, I am disputing that I owe them. 

Mr. Cooper stated that these expenses came from a XXXX loan modification from XXXX XXXX  and here is a summary of Mr. Cooper 's response : 1. They mention a lender-paid expense balance of {$27000.00} associated with a XX/XX/XXXX loan modification by XXXX XXXX  where payment for the subordinate mortgage is required when the loan matures or is paid in full. 
PLEASE NOTE- I can not refinance my house or use an equity until this amount is paid in full. 
2. They included documents from Freedom Mortgage such as, a signed Loan Modification Agreement and Subordinate Mortgage, but these documents did not include any amount of {$27000.00}. 
3. They stated that any default status, fees, or deferrals by previous services are not adjustable by Mr. Cooper. The next loan payment is due in XX/XX/XXXX, amounting to {$1100.00}. 
4. They offered information on how to access account documents online or through a mobile app. 
PLEASE NOTE- These documents are not accessible in the ways they have stated. The only loan documents I can see are those concerning escrow and my monthly payment due, so referring me back to the website was not helpful. 

They highlighted XXXXXXXX XXXX XXXX Loan Modification which did not state any lender paid fees of {$27000.00}. 

Here is a summary : Loan Modification Agreement Highlights Loan Details : The agreement involves a loan for XXXX XXXX with XXXX XXXX XXXXXXXX and XXXX ( XXXX  XXXX XXXXXXXX XXXX XXXX XXXX XXXX listed as the nominee. The agreement modifies a previous mortgage, detailing new terms and amounts including the principal balance and interest rates. 
Modification Terms : New principal balance is set at {$140000.00}, with a fixed interest rate of 3.125 % starting XX/XX/XXXX. 
The monthly payments are detailed, including escrow amounts and any changes in payments due to escrow adjustments. 
Legal and Risk Information : Additional agreements within the modification note risks related to the subordinate lien and conditions regarding changes to the propertys condition, ownership, or borrower status. It stipulates that all other terms of the original loan documents remain in effect unless modified by this agreement. 
Conditions for Modification : Various conditions are specified under which the modification will become effective, including cooperation from the lender in obtaining necessary endorsements or products related to title insurance. 

I reached back out to Mr. Cooper and requested that they provide me with an itemized list of " Lender Paid Expenses. '' They have not responded.