Consumer complaint received 2023-11-30 00:00:00
Product: Mortgage — Conventional home 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: FL

Complaint narrative:
{$2500.00} + for force placed insurance since XXXX that they received proof of monthly. Despite being in forbearance I made payments, as of XX/XX/XXXX, Ive made {$17000.00} + in payments, my mortgage payment is {$850.00} a month, thats over 17 months of payments the forbearance wasnt not 17 months. Upon forbearance endeing, their portal stated I owed {$0.00}, a few hours later it stated I owed {$4900.00}, in a panic I withdraw money from.my IRA to pay it. On XXXX XXXX I was speaking. To XXXX as I still had not received the funds they were taking for the forced place flood insurance which they had proof of, and took and additional {$1200.00} in XXXX and XXXX of XXXX, immediately following a conversation api had with supervisor XXXX XXXX, who in XXXX of XXXX assured me shed stay on top of this matter, ensure that my funds dating back to XXXX and would be returned and that the forced placed flood would not be deducted any longer, sshe confirmed receipt of proof of insurance, yet a months later {$660.00} was deducted, XX/XX/XXXX and then again the following month another {$660.00} was taken from my payments and placed into escrow for flood insurance. As mentioned I called monthly about this forced place insurance and in XXXX of XXXX, I was told two payments were taken in XXXX of XXXX, {$500.00} and $ XXXX when I asked where that money was, the rep said it was paid to my insurance company. I asked who my insurance company was and she relied XXXX. XXXX was recently settled for over XXXX XXXX dollars for kickbacks from XXXX and this company still has the audacity to do it? I guess those kickbacks are much more lucrative than the {$93.00} XXXX. It is clear mr. Cooper is attempting to steal borrowers homes, at the end of the forbearance, their portal asks can you make a lump sum payment of what is owed, its a yes or no question. Although was already paid up, I inquired with customer service and requested the terms of service and options. I was told the loan would be modified by refinancing. Ive had my condo since XXXX, so thats ridiculous. She refused to send me the terms in writing, and when i explained to her they are regulated by XXXX XXXX  and Options of Repayment of all unpaid amounts is required, but a homeowner is not required to repay unpaid amounts all at once, but repayment options included : XXXX ) Reinstatement : Paying the total amount back all at once at the end of the forbearance period. ( mine was already paid back, however Mr. Cooper is so unorganized she didnt see that. XXXX ) Repayment Plan : Paying a portion of the forbearance amount back gradually ( over the course of up to 12 months ) in addition to the contractual monthly payment. And XXXX ) Payment Deferral : Repaying the entire deferred balance all at once at the end of the loan ( or when the home is sold, or the loan is refinanced or otherwise paid off ). She told me those options were not available. Mr. Cooper is most certainly playing games with their borrowers and in the state of this economical climate it is criminal. Luckily, I have an IRA, albeit I will be penalized for early withdrawals, and I also do my research, other people arent as fortunate and XXXX sure many have lost their homes due to Mr. Coopers/ Nationstars deceptive practices. Further more they are required to provide a copy of the forbearance plan to the homeowner, Mr. Cooper Nationstar also added XXXX late fees to my payments mid XXXX, mind you I was also paid about 5 months over what was owed. I wrote numerous letters, and I see in my previous compliant to CFPB XXXX was closed because the company responded. Yes, they did, and said they didnt do anything wrong. I wrote XXXX letters explaining that they were indeed in violation of RESPA XXXX and the fair credit lending act as well as many other acts that protect borrowers to no avail. Finally, a XXXX called me to tell me that in XXXX, she realized I was paying double payments, meant to be early payments, that where put towards principal rather than the monthly payments. This is something I had always done, but Id did it more often as I was caring for my XXXX mother who was financially exploited in which XXXX bank was complicit, and I filed a complaint with your organization since her bank never filed an XXXX, a requirement for bank branches in Florida, but nothing was done. I made early payments often as I was overwhelmingly busy trying to run a business and care for my mother who wa now financially paralyzed due to criminal acts this is incorrect handling of partial payments. According to your organization, Servicers are required to take XXXX of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. As your examiners found, in some cases, as in this case, Mr. put these payments in my escrow account rather than returning the amount or crediting it to my next monthly payment, as it was intended. They wouldnt retune anything not even the funds that they owed me for force placed flood insurance when I told them not to refund it, but to put it towards my mortgage payment, they couldnt even do that. They charged XXXX late fees and default-related fees to me, in the CARES Act forbearance programs.The CARES Act generally prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the XXXX emergency. 
They failed to end preauthorized electronic fund transfers and even did a XXXX drop a bank account I took their portal in XXXX of XXXX closed that account because it was with XXXX, the bank that allowed my mothers entire retirement funds to be embezzled by an unauthorized user. They failed to end automatic electronic payments when an account had been closed, resulting in additional and repeated fees since their was no longer an account. The charged me, a consumer unauthorized amounts. As you report found, Mr. Cooper overcharged me, a borrower for services and added fees outside of my loan terms. They Misrepresented mortgage loan transactions and payment history in their online accounts. And after all that I went through, and your organization closed the complaint because they simply responded, Mr. Cooper provided inaccurate descriptions of payments and transaction on their portal, and they continue to according to my chat with a rep Monday XX/XX/XXXX, I have snapshots of the entire hour plus long conversation. XXXX had no clue what she was doing. They still have {$2600.00} in my escrow, taxes were just paid at {$1500.00} and the reason for my inquiry is that Mr. Cooper requested an extra {$33.00} for escrow! She insisted it was below {$200.00}. They can not even do math. After taxes were paid there is {$1800.00} in escrow, well above my taxes due next XXXX XXXX it is unreal. And as I write this, I think a media outlet would love to do a story o this, it is unconscionable. There portal misleads borrowers, causing great stress and aggravation. As I write this at XXXX XXXX  when I should be sleeping. Oh and they still owe me money..

Company response to consumer: Closed with explanation