Consumer complaint received 2022-06-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
Loan was transferred from XXXXXXXX XXXX XXXX  to XXXX XXXX XXXX some time in early XXXX ( XXXX ) and I had no knowledge until I suffered a fire on XXXX XXXX. Upon me calling to find out the process to send insurance check for repairs. I clld XXXX  and explained why I was calling and the guy was so busy dunning me for payment and I advised i am under a Covid Forbearance until XX/XX/XXXX but I need to discuss the next step to get them the check for repairs. He told me that it is no need to have the insurance co make out a new check because the previous servicer is their sister company and they still cash the check and gave me the number for the Insurance dept. but advised me not to call them until i get check and ready to send in. Once I received check I called that dept and was emailed special instructions and I was unfortunately advised that CHECK MUST BE MADE OUT TO XXXX and the information the prev rep gave me was wrong. This delayed me another XXXX weeks because check had to be reissued and mailed to me and then i overnighted check and had to wait 2 more weeks for check to clear. 2nd complaint I was getting calls dunning me during my forbearance and after XXXX call I was advsd they see i am under forbearance but yet I get a another call from a female telling me she is the rep assigned to my account and that there is NO forbearance on my acct and that I must make payment immediately even stated that her supervisor told her to call me. I terminated call and later spoke with another rep who assured me I am showing until a forbearance, I requested for that rep never to call me again. 3rd Complaint I reached out to XXXX XXXX XXXXt as advised to see options for my loan before forbearance expires and was advised a packet would be XXXXd XXXX to my residence for me to review, sign, and send back. after 2 weeks no luck i called and was advised they will send another after 5 days no luck I called again only to be told that I was declined because my title was not clear. I asked for a supervisor was placed on a 48 minute hold then disconnected. I called local courthouse and was assured, my title is clear. I then called back and escalated to a supervisor to whom I asked what did the title say and she advised me that it shows that in XX/XX/XXXX I sold or transferred home to a XXXX XXXX. I immediately advised her that's NOT what that verbiage says and clearly someone does not know how to read Titles ..I am the purchaser and XXXX XXXX XXXXs the seller and advised her that my Title is clear. She then stated that she will reinstate me for loan modification and will XXXX XXXXx me a packet out that day. 4th Complaint I clld insurance dept to follow up on 3rd disbursement request because I have to be in house by XX/XX/XXXX and contractor needed more money plus I sent an additional check from my insurance company for contractor fees and wanted to make sure the inspector had been out and how much was being sent, She advised me that it was rated at 75 % complete, they had also received the additional check I sent and that if it was at least 95 % they would release all the money but they will release only a portion but cant release anything because my loan is being transferred on XX/XX/XXXX!! she gave me a number for Mr Cooper Mortgage in which as of today they still don't have loan, I have exhausted all insurance funds for somewhere to stay as of XX/XX/XXXX and my contractor can't do anymore work without money!!! why would they transfer my loan in the middle of repairs at 75 % completion, why would you deny me for loan modification before I even applied due to negligence on your part, why would LIE and tell me you were told to call and demand payment knowing I am under a covid forbearance, why would tell me to send a large insurance check to your office made out to another office that you claim is your sister company knowing not correct!

Company response to consumer: Closed with explanation