Consumer complaint received 2024-09-12 00:00:00
Product: Mortgage — Conventional home 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: CT

Complaint narrative:
I purchased a home using the XXXX XXXX XXXXXXXX XXXX as my mortgage company in XXXX. My loan was thereafter sold to XXXX XXXX. As soon as XXXX XXXX began servicing my loan, they attempted to raise my mortgage payment. After protracted back and forth, we settled on an acceptable payment amount that I made successfully for 10 years. In XXXX of XXXX, I began filing repeated complaints with the CFPB when XXXX XXXX illegally attempted to modify my loan without my consent. None of the complaints were addressed by the CFPB. XXXX XXXX consistently reported that the issues were resolved despite my complaints to the contrary, and the CFPB did nothing. In XX/XX/XXXX, I filed my last complaint against XXXX XXXX. They responded in XX/XX/XXXX, once again, that the situation was resolved and promptly sold my mortgage to Mr. Cooper with ALL of the illegal modifications. 

Since my mortgage was sold to Mr. Cooper, I opened a number of research requests asking them to address all of the problems previously mishandled by XXXX XXXX. To date, each issue has been resolved in my favor. I had to take these steps to get to the final issue, the basis for my current mortgage payment. It is {$400.00} more than I paid for the prior 10 years. It is also not an amount that I would be approved for if I was applying for a mortgage because of the affect it would have on my XXXX ratio and on the percentage of my take home pay that the amount would encompass. 

I was severely behind in my loan payments because the Mr. Cooper system would not allow me to make payments on my mortgage unless I made the payment XXXX XXXX illegally raised it to. I could not make those payments without severely crippling my house hold. We had an agreement from XX/XX/XXXX to XX/XX/XXXX where I would make a modified payment so I could catch up on my payments AND so Mr. Cooper could research my complaints about the erroneous monthly mortgage amount. They promptly began putting negative remarks on my credit report. I had a XXXX credit score until this time. 

At the end of XX/XX/XXXX, after making all of the payments as agreed, Mr. Cooper AGAIN locked my account so I could not make payments unless I made a {$13000.00} payment, which was an amalgamation of the erroneous monthly mortgage payment amount. I took out a loan and made the payment. I then confirmed the basis for the mortgage payment they were holding me to. I was informed that it was because my escrow account. On XX/XX/XXXX, I sent a research request to Mr. Cooper to have them reassess my escrow account. To date, I have not received a resolution. 

The online system continues to require the erroneous mortgage payment and they continue to report my mortgage payments as delinquent because I CAN NOT make the payment they require... it is more than half of my take home pay. They repeatedly say that they will respond to my research request in XXXX days. They have also stopped responding to my follow up e-mails with a meaningful response. Instead, they send form letters acknowledging my e-mails and telling me again that they will respond in XXXX days and then don't BUT I get another ding on my credit report. This merry go round is only impacting me.

Company response to consumer: Closed with explanation