Consumer complaint received 2019-11-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
NB : I have sole, exclusive, power of attorney for XXXX XXXX XXXX, a XXXX veteran, and should be receiving mortgage statements on this account and am Mr. XXXX sister. 

I have submitted numerous complaints against this mortgage company, Mr. Cooper, with the CFPB in past years, yet problems with it continue. I have not gotten a statement from it for a year or more. It also has sent me correspondence in the form of an Annual Escrow Account Disclosure Statement, dated XX/XX/2018, that refers to taxes that it is escrowing, despite that the property taxes on the account have been paid either in advance or on time for the entire length of the loan, which is over a decade. 

Concerning the missing statements, I have repeatedly told the company across many years, that the address on correspondence it sends to me has been improperly addressed, yet the small corrections I have requested have not been made. When I called it ( at XXXX ) today at XXXX XXXX, as recorded on my smart phone, it again appeared that the company would not correct the order of the address which may be one reason why statements it claims to have sent to me are not arriving at the address of record. In addition, however, as the representative with whom I spoke answered some of my questions about the address on the statements, it became obvious that the order of the elements of the address she read to me differed from the order of the elements as they are printed and appear on the aforementioned Escrow Statement. So it seems safe to say that this mortgage company is probably unaware of how addresses appear on correspondence it sends and may use different systems to store addresses. But even the address on what I have received in the past is misordered, as one possible explanation about why I have not received anything from it for a year or more. 

The address, verbatim, as it appears on above referenced Escrow Statement is : XXXX XXXX XXXX XXXX XXXX XXXX C/O XXXX XXXX XXXX XXXX XXXX NJ XXXX Across many years I have repeatedly asked Mr. Cooper and its predecessor to correct the address to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX yet it always refused to make these small corrections and did not make them. I have also been told by the USPS that using the 4-digit extension on the zip code shortens the delivery time because most mail in this area ( suburban to XXXX ) is machine read and sorted. Despite explaining this to many representatives over the years at Mr. Cooper, it also refused to add the zip extension which would have improved the accuracy of the address for a very small correction. 

When Mr. Cooper refused to make my requested corrections to the address of record, I then asked it to at least add my name to the second line of the address and to make the XXXX XXXX line the third line in the address. Again, it refused to make that correction as well, or to put my name as the first line and Mr. XXXX name as the second line. So Mr. Cooper refused, repeatedly and habitually, to make any number of requested corrections to the address that appears on correspondence from it that I received. 

It is clear that the company does not understand what the address it uses means and does not understand what the proper order of the correct address is or should be. Since I receive the statements, my name should at least appear near the top of the address, particularly for machine sorted mail. None of these requested corrections were made by Mr. Cooper, however. 

I have had trouble with mail delivery at the address for other mail in the past and have filed many complaints about it. So I have done everything possible to ensure that I receive the USPS mail I am suppose to receive but know that there have been failures at the USPS to deliver all of my mail in the last 18 years since I have had the current address. I dont know of another instance, however, besides the Mr. Cooper mortgage statements, in which an entire series of statements simply disappeared altogether for an extended period of time. Therefore, I ask the CFPB to commence an investigation of fraud concerning the missing statements that might include mail fraud of some kind, as well as financial fraud. 

In the past, a relative, XXXX XXXX XXXX ( and various aliases from this name ), attempted to sell this property illegally until I caught the real estate agent hed recruited for this purpose and she stopped serving him once she became convinced that his request was fraudulent. I know that the same individual interferred with the insurer on the property in the past as well and was sent confidential information from the insurer that he should not have received. I have no idea whether XXXX XXXX XXXX has again attempted to gain possession of this property, but that is something the CFPB should include in its investigation, whether this individual has contacted the mortgage company in an effort to obtain confidential information he is not entitled to and some how interrupted the delivery of statements to the proper address. 

Concerning the taxes due on this property, over half of the annual taxes were paid earlier than they were due this past XXXX. The remaining will be paid before they are due in a few days. They are paid electronically as they have been for most of the life of the loan. So the CFPB needs to sanction Mr. Cooper for writing to tell me that it is escrowing taxes when it should not be. Since I never received a statement from it stating what the insurance costs it is charging are, it should also be fined and sanctioned for those actions and it should be prohibited from levying any penalties or interest for the escrow it claims is due on this account. 

In addition, it appears that Mr. Cooper may be the source of reporting a false address for Mr. XXXX to credit reporting agencies. Specifically, statements on this account are sent to me at the NJ address of record. Mr. XXXX does not live here and has never lived here aside from visiting his family at the NJ address. I do not want Mr. XXXX name reported on my credit report nor my name or address reported on his credit report. Yet Mr. Cooper, which has proven to be an endless source of incompetence for many years yet still is allowed to operate, appears to be doing both. If so, its false reporting to credit bureaus should also be heavily sanctioned for its recalcitrant violations and for increasing Mr. XXXX 's and my exposure to identity theft. Mr. Cooper should not be allowed to acquire any more mortgages, it should be shut down and its assets sold. Until then, it should be HEAVILY AND CONTINUOUSLY monitored since it has repeatedly failed to attain lawful standards of a mortgage servicing company.

Company response to consumer: Closed with explanation