Consumer complaint received 2024-04-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
According to my calculations my mortgage was paid in full as of XX/XX/XXXX. All of a sudden someone contacted me asking if I would sell them my home for {$50000.00}. Of course I said no because it is worth about {$300000.00}. I asked why they would contact me to tell me something like that. They said they saw my home on the county foreclosure list. I then tried contacting my servicing company " Right Path Servicing '' and my account could not be located. Again, another sign that my account had been paid off and closed. By chance I saw an article talking about a cyber attack that Mr Cooper had back in XX/XX/XXXX. It mentioned that Right Path and Rushmore were affiliate companies. Mr Cooper was my previous services and I had never heard of Rushmore. I decided to look into those two companies to see if they had any information about my loan. I was able to locate it with Rushmore. When I was able to log into their system all of the numbers they had did not make sense. I immediately put in a support request. I gave it a couple of hours but I never got a response to it so I called in. It happened to be the day before XXXX Friday and I think they closed early because I was not able to get through. Friday, Saturday, and Sunday they were closed. I called again early on Monday. Spent over an hour with the representative and agreed that they would stop the foreclosure so we could have time to figure out what went wrong. I called a couple of hours later and it was like nothing was fixed. Again, spent over an hour with representative and gave it another hour or so and called again. Nothing had gotten fixed. The new representative assured me that we took care of everything but advised me to double check in the morning. On Tuesday morning I called again and the new representative still told me that my home was listed to be sold at XXXX that day. I asked for a manager and none was provided. He said that he would contact the foreclosure department to have them stop the foreclosure so we could figure out what happened. It got to be XXXX and they still could not give me a straight answer about them selling my home so I hung up the phone and rushed to the local bankruptcy office downtown and filed for bankruptcy to force an immediate stay on the foreclosure. I called the services again and told them that the foreclosure must be stopped and to figure out what happened with my payments. Why wasn't my mortgage paid off? They still could not give me a straight answer, but did say that a payment of {$36000.00} made in XX/XX/XXXX by the state mortgage assistance program for people affected by XXXX. I asked why? That did not make sense. I applied to the program, waited for months to be contacted about its, I provided everything they asked me for, got approved, and they sent the funds straight to Right Path. There was no reason for them to have returned that money and not even tell me about it. I don't know what they are going to do, but the same way they returned that money, they need to get it back and apply it to my account as if it was received back in XXXX so they reverse all the interest and fees they added to my account due to those funds being unapplied to my account. That is really unheard of. Sending back money that I legitimately qualified for and needed. They should also be held accountable for all the time I have had to spend on this issue plus the damages caused with the Bankruptcy I had to file. That is going to affect me for the next 10 years. I guess it is better than loosing my home, but still, if they would not have returned that money and had not been so stubborn all the times I talked to them before the foreclosure time I would not have had to file bankruptcy and would not have had to drive crazy, putting myself and other drivers in danger, to the bankruptcy office 30 minutes before the foreclosure sale. Please help. Thank you

Company response to consumer: Closed with explanation