Consumer complaint received 2022-03-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (CA)

XXXX XXXX : XXXX I have been with Mr Cooper ( Formerly Nationstar ) as a mortgage holder for approximately 18 years. I have taken serious steps to keep my home after my husband died in XXXX. Financially I was left in a very challenging financial state. I have worked very hard to keep up with my mortgage since his passing. I went through a very trying and negative experience with my loan modification with Mr Cooper ( NationstaXXXX ) in XXXX. I had to resend and resend documents. Over and over. It was an awful experience. I also feel that my interest rate is too high. 

NOW, I am AGAIN, extremely outraged with Mr. Cooper. 

I have overpaid my escrow account by {$11000.00}. 

I deliberately did this because I was not sure how my taxes and insurance on my home would be paid while my mortgage was in forbearance ( for 12 months during COVID ). I took these excess funds from money from a savings account and applied it to my escrow account. My intention was to be responsible. 

I recently found out that my taxes and insurance were being included with my " paused '' mortgage payments ( that were in forbearance ). To be included on the back end of my loan. When I sell my home. 

My savings is now very depleted. I called Mr. Cooper and asked if I can get the overpayment of {$11000.00} back. I need these funds to pay for high electric bills, water bills, gas bills, groceries, credit cards. ETC .... I was told YES. You can get this money back. But, only in the form of a check. ( NOT WIRED. ) It can take 10 business days. OKAY. 

The first check I received was in the name of my Deceased Husband. To his ESTATE? I deposited it. 

My bank reversed the deposit. I don't have a checking account in the name of any ESTATE. Why is Mr Cooper issuing a check payable to an Estate account that does not exist? I don't get this. AT ALL. THERE IS NO ESTATE. NO TRUST ACCOUNT. NO TAX ID FOR THIS. 

I called Mr Cooper and complained asking for a new check to be issued in my name only. They told me " no problem ''. They apologized. " We are going to issue you a new check to you. In your name only. '' I was asked to wait on the line while they " fixed '' this issue. Guess what? I received a second check, weeks later, in the name of the " XXXX of XXXX XXXX '' ... AGAIN... 

So, I called again. Last week. Waited on hold for two hours! I actually fell asleep while waiting on hold. Outrageous. When I finally got another rep on the line and told her my entire story, she apologized profusely, had me wait on the line while she " did stuff ''. She assured when she came back on the line, she had taken care of this issue. 

Guess what I received today? ( XX/XX/XXXX ) A third check payable to The XXXX of XXXX XXXX. I totally understand mistakes. We all have erasers on our pencils. But, this " customer service '' is malpractice. Horrific. 

I was promised that the last two checks I received would be payable to XXXX XXXX. 
There is no ESTATE. I am not required to have and ESTATE ACCOUNT. STOP SENDING ME CHECKS I CAN NOT NEGOTIATE. 

FIGURE THIS OUT!!!!! I need these funds. XXXX XXXX XXXX. Looking for work. I need these funds immediately. Payable to XXXX XXXX. 

XXXX XXXX XXXX