Consumer complaint received 2019-11-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: WY

Complaint narrative:
I have attempted to settle mortgage and pay-off issues with my Servicing company. So far, I have had no success. I have filed multiple complaints. Unfortunately, my Servicing company is quick to reply and then prematurely close the case. However, the issues are still unresolved. My Servicing company continues to repeat the following : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. '' This is simply not true. 
My Servicer REFUSES to admit they they or their predecessors have made violations and errors in regard to my mortgage. Among multiple other failures and misconduct, XXXX XXXX failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. As the new owner of my mortgage, Nationstar/Mr. Cooper also failed to send a Welcome letter at any time during the duration of their ownership. In the same way, Nationstar/Mr. Cooper also failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. In addition, XXXX XXXX failed to send a Welcome letter when they became the owner on this date. In the processes of my interactions, I have continued to reach out to my Servicer, to request that the Settlement offer be renewed, which was extended to me in the latter part of XXXX. Until XXXX of XXXX, interactions from Mr. Cooper regarding a Settlement offer had ONLY been by email. In order for the XX/XX/XXXX Settlement offer transaction to be completed, my investor required that Mr. Cooper send a hard copy of this agreement with a POSTMARKED DATE via U.S. postal service. Mr. Cooper did send a hard copy of this agreement. However, it did not arrive until XX/XX/XXXX, and still did not possess a dated postmark. THIS is precisely the reason the Settlement offer could not be completed. Mr. Cooper and other Assignees of my mortgage are responsible for many violations in regard to my mortgage. I possess multiple pages of documents outlining these errors. Failure to send Welcome and Good-bye letters and failure to send a hard copy of the Settlement agreement within the specified time period are only two of the large number of violations regarding my mortgage since its origination. 
In addition, Mr. Cooper employees continue to send conflicting information. On XX/XX/XXXX, a Mr. Cooper associate stated the following : After reviewing your account, we found that the Owner of the Note transferred to Nationstar Mortgage LLC on XX/XX/XXXX, from XXXX XXXX XXXX. Ownership was given back to XXXX XXXX XXXX  on XX/XX/XXXX. However, on XX/XX/XXXX, another Mr. Cooper associate stated the following : With the XX/XX/XXXX, and XX/XX/XXXX, assignments there was no change in the ownership of loan. Therefore, no notice was provided. We are not required to provide notice of the assignments. This conflicting information from Mr. Cooper associates highly contributes to the issues. On XX/XX/XXXX, a Mr. Cooper associate also claimed the following : We acknowledge that the XX/XX/XXXX, letter was sent to you via email. However, the XX/XX/XXXX, and XX/XX/XXXX, letters were sent via mail and not returned by XX/XX/XXXX. I am attaching copies of emails which prove that the XX/XX/XXXX and XX/XX/XXXX settlement offers were in fact EMAILED. There is no proof that they were sent via the US postal service with a dated postmark. It is quite clear and apparent that Mr. Cooper has made multiple errors and has provided faulty and incorrect information in a great deal of correspondence. ( Attached are copies supporting my complaints ) In the most recent resolution letter from Mr. Cooper associate, Mr. XXXX, he states the following : " As previously advised, with the XX/XX/XXXX, and XX/XX/XXXX assignments, there was no change in the ownership of loan. The information we provided regarding the assignments is valid. '' " Please note the assignee listed on the assignments is the trustee that we service the loan under, which has not changed during our servicing of the loan. Therefore, as previously advised, no goodbye or welcome letter was required to be sent in relation to these assignments being completed. '' It is perplexing and quite unclear as to why Mr. Cooper associate, Mr. XXXX, insists to persist that Nationstar Mortgage LLC/Mr. Cooper was not the owner of my mortgage between the dates of XX/XX/XXXX and XX/XX/XXXX. The proof that Nationstar Mortgage LLC/Mr. Cooper was the owner during this time period is very easily proven and verified by the fact that it was recorded by the XXXX County Clerk on XX/XX/XXXX, at the request of Nationstar Mortgage. It is also easily proven and verified by the fact that Nationstar Mortgage LLC/Mr. Cooper transferred ownership back to XXXX XXXX XXXX  on XX/XX/XXXX. This assignment of mortgage is also recorded by the XXXX County Clerk on XX/XX/XXXX, at the request of Nationstar Mortgage DBA Mr. Cooper. I have questioned Mr. XXXX whether Nationstar Mortgage/Mr. Cooper was incorrect in requesting that the XXXX County Clerk record the Assignment of Mortgages. To add more proof and validity, I am attaching a form which was issued by XXXX XXXX XXXX XXXX XXXX, XXXX, WY. This document records an assignment which was recorded on XX/XX/XXXX. The Assignee was Nationstar Mortgage LLC, which PROVES once again that they were the OWNER. I previously provided Mr. XXXX with a detailed definition of an Assignment of Mortgage : An assignment is the document that is the legal record of this transfer from one entity to another. Assignments typically contain the following information : the name of the Assignor ( the current owner of the loan ) and Assignee ( the new owner ) the names of the borrowers. 

Because Nationstar Mortgage LLC was the recorded Assignee, they were the OWNER of my mortgage from XX/XX/XXXX, XXXX XXXX, XXXX. Among these violations, previous owners and servicers of my mortgage have made multiple violations, including the following : 1 ) Nationstar Mortgage DBA Mr. Cooper has provided fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. When XXXX XXXX once again became the Owner/Assignee on XX/XX/XXXX, the recorded Assignment of Mortgage lists an incorrect address for XXXX XXXX. The address is recorded with the XXXX County Clerk as XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. This is NOT the address of XXXX XXXX or Nationstar/Mr. Cooper. XXXX XXXX XXXX XXXX, XXXX, Texas XXXX is the address belonging to XXXX XXXX XXXX, as confirmed by Mr. XXXX, who is the Facilities Coordinator of XXXX XXXX XXXX. I am attaching a letter from Mr. XXXX, in which he states that XXXX XXXX XXXX  is the sole tenant of the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. 2 ) Nationstar Mortgage DBA Mr. Cooper/XXXX XXXX can not prove ownership of either the Note or the Mortgage. There was failure to follow the proper chain of title while securitzing the Note and the Mortgage. 3 ) When the Note and Mortgage were pledged as collateral to a securitized trust, there was no physical transfer and delivery of the asset, which was in direct contravention of the trust 's governing document, which was the Polling & Servicing Agreement. 4 ) When initially transferring my mortgage into the assigned trust, the cut-off date was missed. 5 ) XXXX XXXX XXXX XXXX  XXXX XXXX XXXX can not prove that they first purchased assets from XXXX  XXXX XXXX, XXXX. before the securitization of my mortgage. 6 ) As outlined above, Nationstar Mortgage DBA Mr. Cooper has been deceptive about who actually owns my mortgage. 7 ) As outlined above, Mr. Cooper failed to comply with settlement agreement and refuses to renew this settlement agreement. 8 ) Not only is XXXX XXXX unable to produce the original Note, the copies of the Note have been signed and stamped by alleged Robo Signers. 9 ) My mortgage loan was initially set up improperly in XXXX, adding the impossibility of refinancing or loan modifications, and making a pay-off extremely difficult. 10 ) There is apparent alteration of the Note, when it was stamped after its origination. At some point after the origination of the loan, the Note was stamped with the name of alleged Robo Signer, XXXX XXXX XXXX. This stamp is not accompanied with a Notary Stamp to confirm a date or its validity, and appears ABOVE the signature of the Borrower. As specified by Uniform Comercial Code 3-407. ALTERATION. 
( a ) " Alteration '' means ( i ) an unauthorized change in an instrument that purports to modify in any respect the obligation of a party, or ( ii ) an unauthorized addition of words or numbers or other change to an incomplete instrument relating to the obligation of a party. 11 ) In XXXX, I was advised by XXXX  XXXX XXXX ( who was at that time the owner/servicer of my mortgage ) to default on my mortgage in order to complete a loan modification. I soon learned this was the worst advise I have ever received. This is the precise reason my wife and I have have gone through this XXXX  experience for the previous 10 years.

Company response to consumer: Closed with explanation