Consumer complaint received 2019-01-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Mr. Cooper Group Inc.
State: WY

Complaint narrative:
My complaint is regarding a pay-off settlement of my mortgage with Mr. Cooper.

My loan originated with XXXX XXXX XXXX in XX/XX/XXXX. It was initially set up incorrectly, as a residential loan, while it should have been set up as an agricultural loan. During the time that my mortgagee was XXXX XXXX XXXX, I attempted several loan modifications. I also attempted to refinance for a lower interest rate. None of this was allowable because the loan had been improperly set up. In addition, I had a securitization audit completed, which showed that XXXX XXXX XXXX did not follow the proper chain of title when my mortgage was securitized. In addition, Robo signers were used to complete the bundling and selling of my mortgage. My mortgage/note title deed was very likely lost and not retrievable.

The servicing of my mortgage transferred many times. With XXXX XXXX, XXXX XXXX XXXX, Nationstar, and finally Mr. Cooper.

Because of the way this mortgage originated, and a refinancing or loan modification was an impossibility, I made many pay-off offers over the past 10 years to each of these servicers, with the hope of settling my debt. None of these offers were accepted until XX/XX/XXXX. Mr. XXXX, with Mr. Cooper began working with me and sent notification that a settlement pay-off offer had been accepted. Although Mr. XXXX was very helpful, my wife and I were in a bit of disbelief that this was a true and legitimate offer, since we had been told by many Mr. Cooper associates that Mr. Cooper did not participate in pay-off settlements.

My wife and I spent several weeks researching and confirming that this was indeed a valid offer. We called the XXXX XXXX XXXX in California to confirm that is was a legitimate bank which accepts pay-off settlements for Mr. Cooper. We also made several requests to Mr. Cooper to confirm the location of the title deed, and that Mr. Cooper had the authority to release it after the pay-off was complete. We also did title research with our local title company. In addition, we were concerned that the discharged debt which would be placed on a XXXX, would be a great financial burden to our family. We had made settlement offers to each servicer over the past 10 years, for amounts all larger than the one Mr. Cooper currently agreed to accept, so we felt it would be unjust that we should be saddled with this large portion of discharged debt. If any of these servicing companies had agreed on a settlement pay-off offer many years ago, none of the excess interest and fees would have accumulated.

Because Mr. XXXX  had been very helpful, and he was the only Mr. Cooper associate who would return our emails and phone calls, I began inquiring of him if Mr. Cooper had a tax department in which I could discuss the details of the discharged debt. Though Mr. XXXX was the best contact I had with Mr. Cooper, it would at times take up to 2 weeks before I would receive a reply from him. For 2 months, I called and sent emails regarding the discharged debt situation. I finally received an answer on XX/XX/XXXX from Mr. Cooper 's Research Outgoing Department, informing me that everything above the principle amount would be considered discharged debt. I was then able to speak with the IRS regarding any options which would be available, because I then knew the approximate amount which would likely be on the XXXX.

I had been working with a private investor to fund the pay-off settlement. As we neared the final stages of the pay-off date, my private investor inquired whether Mr. Cooper had ever provided me with a hard copy of the settlement agreement, with a dated postmark. Because my only proof that Mr. Cooper had agreed to this settlement was through emails, I could not provide this hard copy to my investor. OnXX/XX/XXXX, I sent a request to Mr. Cooper that a hard copy of this settlement agreement be mailed to me. I did receive this in the mail, however, it did not arrive until XX/XX/XXXX, which was 5 days past my deadline. Because of this, I asked for an extension so this pay-off could be completed. I sent these requests to 3 different departments with Mr. Cooper. I did not receive a reply, so I left a message with Mr. XXXX on XX/XX/XXXX, but have still not received a reply. I then made a call to Mr. Cooper on XX/XX/XXXX, to inquire. I spoke with XXXX   # XXXX, who informed me that Mr. Cooper was still working on my pay-off settlement.

To my wife 's and my horror, on XX/XX/XXXX, we received a notice in the mail that Mr. Cooper is attempting to foreclose on our home. This is so heartbreaking, since we are so close to the finish line.

Yesterday, XX/XX/XXXX, I spent 2 hours on the phone with Mr. Cooper associates to inquire about an extension. I requested that a hard copy be sent to me, with a non-expired date, so I can finally complete this settlement pay-off. I spoke with XXXX # XXXX. She was helpful, but could not confirm that an extension could be granted. She transferred me to XXXX XXXX, who said he did not have an I.D . number. In all of the interactions I have had with Nationstar/Mr. Cooper associates over the past 4 years, I have never spoken with anyone who is so rude and heartless. After nearly one hour of being berated and talked down to by Mr. XXXX, I was transferred to XXXX  # XXXX. She was much more helpful, pleasant, and polite, and transferred me to the V.P., XXXX XXXX 's voice mail, and provided me with his email. I both left a message with Mr. XXXX  and sent a detailed email to him, but have not received a response.

The primary reason that we have not been able to complete this pay-off settlement being, that Mr. Cooper associates and departments have not provided information and answered emails/phone calls in a timely manner. Over the course of my relationship with Mr. Cooper, I have had upwards of 10 different dedicated loan specialists who were assigned to me. I have only had the opportunity to speak with possibly 2 of my assigned dedicated loan specialists. Until I spoke with Mr. XXXX, I never had the opportunity to speak with the same associate more than one time. It has always been " the next available agent. '' Though my wife and I are very disappointed that Mr. Cooper has not cooperated with our settlement pay-off, we are also concerned that they may not indeed have access to the mortgage note/title deed. After reading hundreds of complaints submitted to the XXXX XXXX XXXX, we have learned that many people paid off their mortgages with Nationstar/Mr. Cooper, and never had the lien released on their property. It is my understanding that before changing their name to Mr. Cooper, Nationstar had a XXXX rating of an 'F '.  When they changed their name to Mr. Cooper inXX/XX/XXXX, they began with an A+ with the XXXX. Because of their dealings and complaints, they are already down to a C+. This makes us very cautious and concerned that in the bundling and securitization of our mortgage which took place shortly after its origination, the title/note may actually be lost and non-retrievable. If the pay-off settlement is in fact completed, can Mr. Cooper provide proof that they will indeed provide the documents necessary for the release of our mortgage?

Thank you very much for your help.

Company response to consumer: Closed with explanation