Consumer complaint received 2024-11-04 00:00:00
Product: Mortgage — FHA 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: CA

Complaint narrative:
They try to make sure you go into foreclosure & do not follow the laws pertaining to servicing mortgage loans. Initially, one payment was returned from my bank or denied, mr cooper said w worry we fixed the issue. The following month to pay the normal amount. Then my payment was denied because they said i was missing a payment and mate fees i called again, they said they corrected it and make the normal payment next month, again they rejected my payment. I kept trying to fix it, but i work so much i can not sit on hold for 4 hours to try to get a representative at work. Eventually, i got through & the representative said dont worry we can do a forbearance so you wont be penalized for the mess. They said do not do anything, do not make any payments or you wont be approved & the missing payments will just be attached to the end of the loan. So, i called every week waiting for an update. This took months, which i believe is illegal & past the amount for time they are supposed to process a forbearance application. 
Finally, on XX/XX/XXXX, I received a letter dated XX/XX/XXXX, stating i was denied a forbearance due to not meeting the delinquency requirements with no explanation. I called & mr cooper & they said dont worry we can do a loan modification since now your hours at work have increased, can you send proof of that, so i did & they said they never got them. I did again & you said dont pay just wait. I called everyday for a status to be told to wait. The wait period for a decision was well beyond the legal limits. By law during a loan modification i am entitled to speak to a representative from the same team each time at the least, if not the same person, yet i got a different representative each time who told me different things. All of them said just wait dont worry. I was finally was told verbally on the phone that the modification was ALSO denied a couple Days ago still With no explanation. I have not received anything yet in the mail stating that. I had to call everyday to ask the status & wait hours, get hung up on, call back, etc. 
So, right away after they said the modification was denied, i tried to get a reinstatement quote ( that is valid for 30 days ) so i can pay what is owed in full & avoid foreclosure process starting. The representative said mr cooper transferred the loan so i cant pay and do not call us and hung up. I went to pay online and it says you are paid in full thank you, and will not give me an option to lay. I try to make a payment on the automated system & it says hold for a representative who again just says we are not your loan provider anymore i dont know why youre still calling us. I explained i did not any notice of servicing transfer? It is required by law that i receive a notice of service transfer 15 days prior to the transfer. It is clear Mr cooper broke the law because i was just told the modification was denied verbally on the phone by a representative a few days ago, so clearly they just transferred the loan but if they were processing the modification application and sold the loan they should have notified me that they transferred the loan. After my third time calling, they gave me a number of a Company i never heard of & I called the new company & they stated they wont have any information for 30 days for me to be able to pay. That the loan takes about 30 days to show up in their system so they can not provide me with an account number or any information on where to send my payment because it is still in hold. 

This seems like a tactic to try to make my house go into Foreclosure. I have researched and under federal law, I can still send my mortgage payment to the old servicer ( mr cooper ), rather than the new servicer, for 60 days starting on the servicing transfer date & mr cooper would be required to transfer the funds to the new company so i wont acquire more late fees or delinquency charges. 
I need the reinstatement quote ( valid for 30 days ) as well as the address of where to send the payment and the new account number for the new servicer. As of my last billing statement, its states the amount due is {$8900.00} but if payment is received after XX/XX/XXXX, then a {$42.00} late fee would be charged. So, is my current reinstatement amount for the next 30 days {$8900.00}? or another amount? I need the reinstatement quote asap & where to send payment and the new loan number. 
It is ILLEGAL to deny me a reinstatement quote & the time to appeal the forbearance denial has not even expired according to your own letter, which I have proof of it is fated XXXX. XXXX it says i have 30 days to appeal it but how can i when mr cooper already transferred the loan? Also, i received a letter stating foreclosure Is soon to start from mr cooper on Saturday ( XX/XX/XXXX which was back dated because it does not take 2 weeks for a letter to arrive in mail ) how is that possible if the loan was transferred? I believe Mr cooper can not start a foreclosure if they sold the loan and it w paid in full? & I still havent received any notice of denial of the modification nor had time to even appeal the forbearance? I also received a letter with writing in another language, as a tactic i believe to make it impossible for me to understand & pay ( i have attached proof ). 
I want a reinstatement quote that is valid for 30 days with the correct charges i believe it should be {$8900.00} because that is what my current bill states from mr cooper it says XXXX due by XX/XX/XXXX. I want to make sure this is correct to reinstate and be current? I also need payment information of what to put on the check ( paid to? ) and the address as well as the new account number for the new servicer i need to mail it to NOW so i can pay & become current. Please MAIL me the reinstatement quote or email it to XXXX. I need a reinstatement quote that is valid for 30 days so i can Pay in full & Be current. 
It is illegal to deny. I would not like to seek legal counsel & pursue a lawsuit in this matter, but if i have to i will. I have been looking into foreclosure attorneys because i see many laws have been broken in this matter. I also have read many bad reviews about Mr cooper doing this on purpose to make people lose their houses so they can gain profit. I am simply asking to be told the correct reinstatement quote so i can pay & get caught up please. I have also made a complaint with the better business bureau, which i will remove when this matter is resolved. I have many, many documents supporting all of my statements. 
Thank you, XXXX XXXX XXXX ( XXXX XXXX, XXXX )

Company response to consumer: Closed with explanation