Consumer complaint received 2018-06-11 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
XXXX XXXX Fails to Honor XXXX XXXX XXXX XXXX Reverse Mortgage w/Repayment Plan : Failure to Honor Repayment Plan places XXXX XXXX in Default : foreclosure pending 1. XXXX has defaulted in servicing my Reverse Mortgage plus FHA/HUD repayment plan established XX/XX/XXXX..XXXX XXXX has defaulted by not servicing my loan properly and denying the Repayment Plan. XXXX says I have defaulted by not having flood insurance ( lie, XXXX charged {$1700.00} when I already have Flood Insurance with Hurricane Irma insurance estimated being processed in the XXXX   Lost Draft Dept. See PDF of letter with XXXX XXXX, XXXX specialist erroneous allegations. 
2. XX/XX/XXXX XXXX XXXX aka Nationstar aka Mr. Cooper purchased my Reverse Mortgage from XXXX XXXX. On XX/XX/XXXX I set up FHA/HUD Repayment Plan 3. Note : Repayment Plan Required because XXXX XXXX got " kickbacks '' from forced insurance placed at {$10000.00} year in XX/XX/XXXX, XX/XX/XXXX. See XXXX Class action Lawsuit. Only got {$2000.00} leaving balance of {$18.00} 4. Remaining balance required a Repayment Plan for {$18000.00} which was set up on XX/XX/XXXX. and which I was paying regularly until XXXX XXXX took over my Reverse Mortgage Loan and refused to honor the Repayment Loan. 

5. I called them In XX/XX/XXXX and asked them why the $ amount was not being taken from the auto-debit. XXXX employee did not seem to know anything about it. In another Call the XXXX employee deceived me and told me I had to fill a new Repayment Loan. I did so completing all data, providing XXXX with auto-debit account and a void check. 

6. I call each month and asked about it and was dealing with the XXXX XXXX Lost Draft Department submitting my flood and homeowners estimates due to damages to property from Hurricane Irma on XX/XX/XXXX. 

7. Note : XXXX has chaotic communication culture. Employees do not identify themselves nor provide their numerical ID. There is no transparency or accountability. There are conflicting instructions. XXXX  insists on using only " regular mail. '' Insurance checks are lost in mail. One for {$11000.00} still missing. Then I get a letter from someone who has a name : XXXX XXXX, and " wow '' it sent " certified mail. '' " Oh, no, '' it is a " Mortgage Due and Payable Notification. 

7. I call XXXX XXXX, speak to him about the Repayment Plan which XXXX has never honored. While on the phone he locates the new application, XXXX  required, and he says he will investigate it. What I get from XXXX XXXX is a letter saying that " I am in default because XXXX had to place insurance on my property. I write XXXX XXXX explaining they are in error. 

8.Instead of responding to my letter, a XXXX XXXX answers his letter and states, XXXX   intended to honor the Repayment Plan, but since I defaulted by not providing Insurance on the property, they will not honor the agreement. I am in default and going into " foreclosure mode. '' I write XXXX XXXX XXXX Specialist, but he does not reply. 

9. Instead, XXXX XXXX XXXX. XXXX specialist responds, stating XXXX XXXX is in error, ( since I have told XXXX XXXX I do have insurance ; told XXXX XXXX the same but still they make this big mistake. 

XXXX XXXX writes telling me " XXXX will not honor the Repayment Agreement because ( and this is nine months since they took over my account ) I did not provide a " void check '' therefore I am in default and continue in foreclosure mode. 

10. I have responded to XXXX XXXX, XXXX specialist and am including a copy of the letter I have sent him. 

11. Along with XXXX XXXX response to my letter to XXXX XXXX XXXX was a three-pound package XXXX, with " the mortgage agreement between XXXX & XXXX, A statement from XXXX   stating XXXX would honor all existing Repayment Loans, the Plan signed by me on XX/XX/XXXX. This stuff should have been provided within 30 days after they took over my loan. Not nine months later. I was very happy to get them since the flood caused damage to my office area and I did not have these forms. 

11. Please, let me know what I can do. XXXX  has a chaotic communication culture ; no transparency or accountability ( employees call and do not leave reason for call nor their name, and only the general XXXX XXXX phone number. When I try to call back I can not get any help. Either with the pending damage to the house or with this " pass the buck, and have a different person respond to my letters. '' I believe this culture is by design to attempt to confuse and discourage customers. XXXX  should have honored the Repayment Plan, now down to {$14000.00} plus. Instead, they makeup excuses for not honoring the plan so they can say I am in default and they can foreclose on me. I believe XXXX XXXX is a predator lender, and its intent and action is to foreclose. XXXX is not " servicing my loan according to basic financial business practice. 
XXXX XXXX always signed their correspondence, and as a customer I had one person that called me each month as I would pay the plan via auto debit 3-4 months scheduled at a time. 

Attached is PDF for XXXX XXXX letter, the XX/XX/XXXX plan with correct number ; and other data. Please contact me at XXXX and email : XXXX. All Loan numbers, etc. 

XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX XXXX XXXX Fails to XXXX XXXX XXXX XXXX XXXX Reverse Mortgage w/Repayment Plan : Alleges XXXX XXXX in Default : foreclosure pending 1. Unable to use your website complaint format. system did not work XX/XX/XXXX4sp 2. XX/XX/XXXX XXXX XXXX aka Nationstar aka Mr. Cooper purchased my Reverse Mortgage from XXXX XXXX. On XX/XX/XXXX I set up FHA/HUD Repayment Plan 3. Note : Repayment Plan Required because XXXX XXXX got " kickbacks '' from forced insurance placed at {$10000.00} year in XX/XX/XXXX, XX/XX/XXXX. See XXXX Class action Lawsuit. Only got {$2000.00} leaving balance of {$18.00} 4. Remaining balance required a Repayment Plan for {$18000.00} which was set up on XX/XX/XXXX. and which I was paying regularly until XXXX XXXX took over my Reverse Mortgage Loan and refused to honor the Repayment Loan. 

5. I called them In XX/XX/XXXX and asked them why the $ amount was not being taken from the auto-debit. XXXX employee did not seem to know anything about it. In another Call the XXXX employee deceived me and told me I had to fill a new Repayment Loan. I did so  completing all data, providing XXXX  with auto-debit account and a void check. 

6. I call each month and asked about it and was dealing with the XXXX XXXX Lost Draft Department submitting my flood and homeowners estimates due to damages to property from Hurricane Irma on XX/XX/XXXX. 

7. Note : XXXX has chaotic communication culture. Employees do not identify themselves nor provide their numerical ID. There is no transparency or accountability. There are conflicting instructions. XXXX  insists on using only " regular mail. '' Insurance checks are lost in mail. One for {$11000.00} still missing. Then I get a letter from someone who has a name : XXXX XXXX, and " wow '' it sent " certified mail. '' " Oh, no, '' it is a " Mortgage Due and Payable Notification. 

8.. I call XXXX XXXX, speak to him about the Repayment Plan which XXXX has never honored. While on the phone he locates the new application, XXXX required, and he says he will investigate it. What I get from XXXX XXXX is a letter saying that " I am in default because XXXX  had to place insurance on my property. I write XXXX XXXX explaining they are in error. 

9..Instead of responding to my letter, a XXXX XXXX answers his letter and states, XXXX   intended to honor the Repayment Plan, but since I defaulted by not providing Insurance on the property, they will not honor the agreement. I am in default and going into " foreclosure mode. '' I write XXXX XXXX XXXX Specialist, but he does not reply. 

10. Instead, XXXX XXXX XXXX. XXXX  specialist responds, stating XXXX XXXX is in error, ( since I have told XXXX XXXX I do have insurance ; told XXXX XXXX the same but still they make this big mistake. 

XXXX XXXX writes telling me " XXXX will not honor the Repayment Agreement because ( and this is nine months since they took over my account ) I did not provide a " void check '' therefore I am in default and continue in foreclosure mode. 

11. I have responded to XXXX XXXX, XXXX specialist and am including a copy of the letter I have sent him. 

12. Along with XXXX XXXX response to my letter to XXXX XXXX XXXX was a three-pound package XXXX, with " the mortgage agreement between XXXX & XXXX, A statement from XXXX   stating XXXX would honor all existing Repayment Loans, the Plan signed by me on XX/XX/XXXX. This stuff should have been provided within 30 days after they took over my loan. Not nine months later. I was very happy to get them since the flood caused damage to my office area and I did not have these forms. 

13. Please, let me know what I can do. XXXX  has a chaotic communication culture ; no transparency or accountability ( employees call and do not leave reason for call nor their name, and only the general XXXX XXXX phone number. When I try to call back I can not get any help. Either with the pending damage to the house or with this " pass the buck, and have a different person respond to my letters. '' I believe this culture is by design to attempt to confuse and discourage customers. XXXX should have honored the Repayment Plan, now down to {$14000.00} plus. Instead, they makeup excuses for not honoring the plan so they can say I am in default and they can foreclose on me. I believe XXXX XXXX is a predator lender, and its intent and action is to foreclose. XXXX is not " servicing my loan according to basic financial business practice. 
XXXX XXXX always signed their correspondence, and as a customer I had one person that called me each month as I would pay the plan via auto debit 3-4 months scheduled at a time.

14. Attached is PDF for XXXX XXXX letter, the XX/XX/XXXX plan with correct number ; and other data. Please contact me at XXXX and email : XXXX. All Loan numbers, etc.

Company response to consumer: Closed with explanation