Consumer complaint received 2024-04-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
Good evening. I am reaching out because I am unsatisfied with Mr. Cooper as my mortgage provider. On several occasions, Mr. Cooper 's employees have been dishonest and provided misinformation. I am also questioning the legality of the new mortgage payment interest-to-principle ratio. First, I would like to dispute the {$840.00} I paid but did not owe. This amount is referenced in my statement dated XX/XX/XXXX. I spoke with an agent on XX/XX/XXXX, to agree to and discuss the payment arrangement ; during the conversation, I agreed to a Mortgage repayment arrangement for {$2500.00} per month for XXXX  months. During this conversation, the agent asked me if I could make a partial payment of {$700.00}, and I completed the payment. 
I called to submit payment for the remaining balance and was informed that Mr. Cooper could not accept a partial payment and that I needed to submit full payment. Mr. Cooper refunded the {$700.00} so I could submit the full payment. The full payment was submitted on XX/XX/XXXX. I made the second payment of the repayment plan on XX/XX/XXXX and paid the third on XX/XX/XXXX and the final fourth payment on XX/XX/XXXX. The XXXX payments for the repayment plan were made in full before the final repayment due date. The repayment plan agreement was that I would be up to date and have a {$0.00} balance for the month until the next month 's mortgage statement. That was not the case. There was a balance on my account for {$840.00}. I reached out via chat and included those transcripts in the attachments. The agent explained that we were only supposed to make XXXX payment per month, and when we paid for XXXX months, it created an issue in the system, which caused an error, and that I would need to call the escalation department. I called and spoke to the escalation department, where I was told someone would need to investigate the error and that it would be pushed up. I was then called back and told they could do nothing and that I still owed the balance. Still, no one has explained this charge ; as per my payment arrangement, it is stated that all fees, monthly payments, etc., were included in the payment arrangement, and I should not have had a remaining balance after. An agent told me it was because of the {$700.00} reversal and a late fee. This should not be the case because the money refunded to me was paid back when I made the total mortgage payment ; I was also told late fees were included with the repayment plan.

I would also like to discuss the hardship refinance and how displeased I am with the increased mortgage payment directly after the hardship refinance. I do not understand how my mortgage is the same as it initially was when HUD paid {$76000.00}. I'm also curious why, out of my {$1600.00} monthly payment, only {$66.00} is being applied to my principal, and {$1100.00} is being applied to interest. At a 7 % interest rate, only {$110.00} per month should be applied to my interest.

I'm also confused about how my escrow shortage of {$690.00}, which amounts to {$58.00} per month, caused my payment to increase by {$98.00} per month.

I just applied for a hardship refinance, and you increased my mortgage practically the same month. I am fed up with how I've been treated by this company, and I would like these concerns to be addressed.

Company response to consumer: Closed with explanation