Consumer complaint received 2023-03-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missing Mortgage Payments as of XX/XX/XXXX. I have unsuccessfully tried to clear up the misunderstanding concerning my alleged missed mortgage payments for the months of XXXX, XXXX, XXXX, and XXXX, or XXXX, XXXX, XXXX, and XXXX payments. According to correspondence dated XX/XX/XXXX, I XXXX XXXX allegedly in default for {$3900.00}. According to the statement that was addressed to the Consumer Financial Protection Bureau on XX/XX/XXXX and XX/XX/XXXX case XXXX. XXXX & XXXX. I believe that Mr. Cooper is intentionally forcing me into foreclosure and due to this I am totally emotionally and financially harmed by their deceptive and intentional practices. Over the past 4 months, I have submitted my monthly payments of {$1800.00}, a total of XXXX whereas my payments are {$1800.00} leaving {$20.00} credit in my account. As of XX/XX/XXXX upon contacting Mr. Cooper, I was informed by the representative that a manager would be contacting me after she returns from her lunch after waiting several hours I called and was given a different story. The representative claims that a manager would contact me within 24-48 hours the same lie I was told a week prior to that whereas I never received any callbacks. I am stating I was wrongfully denied speaking to a Manage. As of XX/XX/XXXX, I was informed that I was in default for {$3200.00} and they never received my XXXX or XXXX payment. The question is how do you calculate XXXX into two missed payments? When the answer would be {$3600.00}. First Mr. Cooper claimed I was current and they were waiting on my XX/XX/XXXX payment which I certified mailed on XX/XX/XXXX. Hoping to get a complete understanding of my unapplied funds. 
Mortgagor payments by money order beyond a reasonable doubt shows as follows : XX/XX/XXXX by PL $ payable through XXXX XXXX XXXX  XXXX Check No. XXXX amounts to {$1800.00}. 

XX/XX/XXXX by PL $ Check No. XXXX amount {$920.00} XX/XX/XXXX by PL $ Check No. XXXX amount {$920.00} XX/XX/XXXX by PL $ Check No. XXXX amount {$1800.00} This gives a total of {$5500.00} This does not include the XX/XX/XXXX payment. ( this breakdown does not include the XXXX payment ) Mr. Cooper which months are you classifying as missed payments as of XX/XX/XXXX, you can not declare XXXX payment as a missed payment lets not be confused this is known as PLAUSIBLE DENIABILITY. 
Mortgagor Payment History dated XX/XX/XXXX ranging from XXXX. 

Beginning when payment was posted on XX/XX/XXXX for XX/XX/XXXX line XXXX which clearly states a partial payment XXXX unapplied Principal Balance {$190000.00}. Escrow {$250.00}. 

Line XXXX : XX/XX/XXXX next due date XX/XX/XXXX suspense adjustment - XXXX unapplied funds- {$1200.00} Line XXXX : XX/XX/XXXX Next due date XX/XX/XXXX XXXX principal XXXX interest XXXX escrow XXXX Principal Balance {$190000.00} escrow balance XXXX. How did the principal balance? Increased by {$370.00}? 

Line XXXX : XX/XX/XXXX next due date XXXX payment XXXX unapplied funds XXXX. 


Does history show that the alleged XX/XX/XXXX payment wasnt applied to the XX/XX/XXXX payment?? Line XXXX shows the payment {$2100.00} was applied to the loan, which increased the Principal Balance by {$370.00}. How was this calculated? What system was used to calculate these figures?

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation