Consumer complaint received 2019-09-17 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I am a XXXX year old elderly woman who has been abused by subprime lending practices. My home is in a redlined area in the southern XXXX XXXX XXXX area. In XXXX, I received a loan through XXXX XXXX XXXX   XXXX XXXX, loan # XXXX, servicing number XXXX on my home at XXXX XXXX XXXX, XXXX, Texas XXXX, after my business burned. The {$52000.00} loan was to cover the cost of damages and repair due to the fire. My business is also in the same redlined area where insurance was never made affordable for minority businesses. This same area is now being gentrified. XXXX XXXX XXXX was bought by Nation Star currently Mr. Cooper.  As of today, I have made on time payments towards this bad note. I have spoken with the XXXX. I have notifed the Texas Adult Protecive Services indentification # XXXX filed by XXXX # XXXX. I have also contacted XXXX Responds concerning this matter. After my husband passed away in XX/XX/XXXX, I learned that I could only have one homestead exemption. Which meant that additional property taxes were added to the property in question dating back to XXXX. My oldest daugher lives in the house who qualifies for the XXXX exemption per the XXXX County Appraisal District requirements. In XXXX of this year we made attempts to add her name to the title for that purpose. In XXXX we contacted the XXXX County Tax Office to make adjustments and pay the taxes. We were told that the taxes had been paid and a {$100.00} refund was issued. We spoke with XXXX at the law offices of XXXX XXXX XXXX XXXX XXXX who confimed that someone had indeed paid the taxes. My mortgage statement for XX/XX/XXXX remained the same. My mortgage statement dated XX/XX/XXXX had an escrow balance of - {$11000.00}. Mr. Cooper  had paid the taxes. My mortgage statement dated XX/XX/XXXX showed that my payment went from {$490.00} to {$2400.00} to be paid by XX/XX/XXXX. I then receieved an Escrow Review Statement the same month DATED for XX/XX/XXXX showing a shortage of {$47000.00}. After seeing this statement I gave my youngest daughter permisson to talk to the mortgage company. On Friday XX/XX/XXXX, we called and my daughter asked the respresentative for copy of the deed to be mailed to me. On Monday XX/XX/XXXX, we called again with more questions. My daughter asked the representative Ms. XXXX how did Mr. Cooper  get these numbers? The representative stated that XXXX XXXX had sent it to them. My daughter then asked for a Payoff amount for this loan. The representaive then placed us on hold for about 8-10mins. During the hold my daughter looked up XXXX XXXX and called. The call failed to go through twice. Ms. XXXX returned to the phone and said she found a discrepancy of {$34000.00} and that she would send out a new statement. I received the new Escrow Review statement dated for XX/XX/XXXX showing a balance of {$13000.00} bringing the monthly payment to {$890.00}. This amount is still {$1700.00} over the amount of taxes owed on this property. The monthly amount has almost doubled. My daughter and I have done more research on Mr. Cooper and mortgage companies like them. They prey on senior citizens and minorities in redlined neighborhoods and exploit them financially. During XXXX this type of predatory lending was very popular in minority communities. Contributing to the housing crash in XXXX. Banks were then required to modify such loans. Not true in this case. Not only does this Elder Abuse and Financial Exploitation continue, but it is unconstitutional under the Texas Constitution to have this type of loan on a home that is no longer a homestead exemption. The taxes on this home increased by 40 % from XXXX to XXXX. In 18 years, I have paid over {$100000.00} on a {$52000.00} loan with a {$40000.00} balance, plus taxes. This manipulation of numbers and dates on the statements from Mr. Cooper  appears to be an attempt to cover up illegal practices. With property in this area being prime real estate for investors, it is very clear that this type of Adjustable rate/Arm loan was intentional and never intended for me to own my home again free and clear. On XX/XX/XXXX, XXXX Magazine featured an article on " New Maps Show Consequences of Redlining in XXXX. '' In this article, former XXXX XXXX XXXX XXXX talked about the " XXXX injustices of the past, '' as well as the institutional racism that persists to this day. Last year alone Texas lost almost {$1.00} XXXX to Elder fraud. 97.67 % of Elderly people fell victim to XXXX incidents in all. My family and I have fought, bleed and died for equality and the right to live in these United States of America, Texas in particular. I submit this complaint to dissolve any past, present or future contracts with Mr. Cooper and his affiliates. That this loan and additional taxes in this matter be considered paid in full and additional compensation be granted for the pain and suffering I have endured as a result of this My daughter spoke with representative XXXX. She placed us on hold for about 15 minutes. She returned to the call and said that a modification had been made by another servicer. We informed her that she was being recorded and that the only other servicer 's were NationStar who is now Mr. Cooper who bought out XXXX  XXXX XXXX  who ordinated this loan. She placed us on another old hold to do more research with a specialist to find out when this modification was done. The final outcome was that no loan modification had been done. Only the recent {$34000.00} Escrow Analysis discrepancy that was discovered with our initial call to Mr. Cooper. I have included those numbers in this complaint. We asked if any changes would be made to correct this bad note? She said that they would not be able to assist me with changing the status of this loan. I informed her that I would continue with my complaint to the Office of the Attorney General and we ended the call.

Company response to consumer: Closed with explanation