Consumer complaint received 2023-08-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
I am sending you this email on the suggestion of a realtor that I have spoken to about what I am currently dealing with my mortgage company, Mr. Cooper ; in hopes that it does not fall of deaf ears. 

I am filing this complaint against my mortgage company, Mr. Cooper. XXXX of XXXX, I was laid off and entered a XXXX XXXX XXXX with Mr. Cooper, which expired XX/XX/XXXX. Prior to the expiration date, I was contacted by Mr. Cooper in XX/XX/XXXX to discuss the remedies available to me to get my mortgage up to date, to prevent me from losing my home. The options I was given were to pay the due balance up front, refinance or have the balance accumulated during the forbearance period to be put to the end of my loan. Because I am not able to pay the balance due up front, I chose to have the balance due applied to the end of the loan. I was told that I would be receiving paperwork that needed to be signed, notarized and sent back to Mr. Cooper for the agreement. ( I have a copy of the paperwork ). I was also informed that I may qualify for mortgage relief through the Virginia Mortgage relief program, so I decided to apply. I was informed that there was no guarantee of being approved for the relief and in order to not go into default on my mortgage, so in the case that I was not approved I would have to already have Pandemic Relief Plan in place, meaning I would have to get the paperwork that was sent to me completed and back to Mr. Cooper by XX/XX/XXXX. I completed the paperwork/notarized in XXXX ; However, I did not mail it back to Mr. Cooper until XX/XX/XXXX ( I have the shipping and tracking information to prove date mailed and date Mr. Cooper received XXXX paperwork ). I purposely waited until the last minute to give time for me to receive an approval or denial for the XXXX XXXX XXXX. XX/XX/XXXX, I was approved for the mortgage relief funding from XXXX XXXX XXXX XXXXXXXX. I called Mr. Cooper to inform them of the information and to see if there was anything else that they needed from me on my end. The representative informed me that she did see that I was approved but the money had not been received yet and until the money had been received, I was responsible for paying the due balance. She informed me that she did not see that I had sent the Pandemic Relief Plan paperwork back yet, and I informed her that I still had it and was not aware that I needed to send it now that I had been approved for the mortgage relief. Again, she insisted that I was required to send the forms back or I could be put in default on my loan if the payments from XXXX XXXX XXXX  were not received. I specifically asked her what happens if the payments are made and you receive the paperwork later. I was told that the payments would be accepted and the Pandemic Relief Plan would not be needed because I would be up to date on my payments from the payments made from XXXX XXXX XXXX. I asked her this question several times, and got the same answer. 


Again, I purposely will not mail it back to Mr. Cooper until Friday, XX/XX/XXXX and it was received/signed for by Mr. Cooper on Monday, XXXX XXXX ( I have the shipping and tracking information to prove date mailed and date Mr. Cooper received the paperwork ). 


XXXX XXXX XXXX XXXX and they made the payments on my behalf directly to Mr. Cooper. in the amount of {$21000.00}, bring my mortgage up to date. Those payments were made on XX/XX/XXXX. The payments were applied to my mortgage and I called to confirm with Mr. Cooper that the payments were received and I was even informed that my next mortgage payment was not due until XX/XX/XXXX. I also received my mortgage statement in the mail dated XX/XX/XXXX that states that my next payment was not due until XX/XX/XXXX. 

Without any email or phone call inquiry, Mr. Cooper reversed the payments that were made on my behalf by XXXX XXXX XXXX XXXX and enforced their Pandemic Relief Plan, without notice to me until out of the blue I received a notice in XXXX from Mr. Cooper that my XXXX payment had not been received ; this prompted me to log into my online account to check what was going on and that is when I saw that they has reversed all the payments that they had definitely received prior to the the forms that they insisted that I send back ; disregarding the assistance that I received on my behalf by the state so that I would not be in default. I feel that this was maliciously done, putting me a position to lose my home. Monday, XX/XX/XXXX I spoke with someone named XXXX who claimed to be a XXXX. In the beginning of our call she insisted that it was my fault because I signed the agreement and once informed her that I could see that the payments were posted prior to them receiving the paperwork that I felt coerced into signing and asked her to listen to the phone call that took place on XX/XX/XXXX, she stated that during the phone call that she saw what happened and that it was not right and should have never happened. She stated that she would talk with her XXXX to see how it could be corrected and would contact me on Monday, XX/XX/XXXX. After not hearing from her on Monday, I contacted her today, Tuesday, XX/XX/XXXX and she claims that she spoke with management and there was nothing that could be done. I asked XXXX  if the calls are actually recorded as they claim prior to speaking with clients and she states that they are. I asked how I would be able to get copies of the correspondence between herself and me and the call that was made on XX/XX/XXXX, and she told me I would need a court order. 

I feel like I have been purposely wronged by Mr ,. Cooper in order for Mr. Cooper to somehow profit from what they have done to me. I do not understand how they took it upon themselves to make that decision for me. If I did not need the help to bring my mortgage current so that I do not lose my home I would not have applied for XXXX XXXX XXXX XXXX I should have definitely been informed of their intentions/actions. 

I am seeking to have the money that Mr. Cooper decided I was not entitled to from XXXX XXXX XXXX XXXX replied to my account their Pandemic Relief Plan be null and void. They are still in possession of the {$21000.00} and it is sitting in an " unapplied funds '' account. 

I have the following available if needed : Tracking receipt for Partial Claim documents Mr. Cooper insisted that I send back. 
Copy of the transactions that were posted on my behalf by XXXX XXXX XXXX and the reversal transactions done by Mr. Cooper

Company response to consumer: Closed with explanation