Consumer complaint received 2025-09-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: WA

Complaint narrative:
My loan was sold from XXXX XXXX mortgage to Mr Cooper in XXXX of XXXX by XX/XX/XXXX they had raised my house payment to double from {$750.00} to {$1400.00} per month!! I have never missed a payment in the 28 years that I've had this loan. My husband 's XXXX check only comes in on the XXXX of each month so when Mr.Cooper raised my house payment so high, I had to split my payments in half so I paid {$750.00} two times a month by the XXXX day, which is BEFORE ANY LATE CHARGE on the XXXX of each month, and receiveda phone call about the XXXX of every month. When I inquired they said that I had owed some taxes that were paid in XXXX which my previous loan would have had escrow funds included, but could not provide me information or anything about it. Then said they had to increase my monthly payment because my taxes that are PROJECTED to be {$3300.00} per year and homeowners insurance XXXX per year, and would all be due in XXXX. My husband 's XXXX and my age has had property tax exemption since XXXX is a XXXX percent reduction, and they're claiming it did not transfer with the loan. But even at full tax payments AND insurance, divided by 12 months, should have put my new house payment at just over {$1000.00}. So I have paid EVERYTHING REQUIRED for a total of {$10000.00} since XX/XX/XXXX per my bank statements. In XXXX I STOPPED ALL AUTOMATIC PAYMENTS because they took an UNAUTHORIZED amount of {$2100.00} after I had already made two separate payments of {$750.00} each, they took a total of {$2800.00} which included an additional {$1400.00} leaving me with absolutely nothing in my bank account. I called my bank and they reversed it and I got the {$2100.00} back into my account. In my Mr.Cooper account I found a " miscellaneous file '' and found a letter of pre-foreclosure dated XXXX. I called and was assured that everything was fine and no worries of foreclosure. On Monday XXXX I received a collection call we AGAIN went over everything, I said payment was scheduled for XXXX and I was told things were fine. Now on XXXX I received 2 pieces of mail, 1 was sent certified mail, the other usps they are letters of pre-foreclosure dated XX/XX/XXXX, with 30 days to respond to the letter. On Tuesday XXXX I called the phone number on the letter, and recorded the entire call. I asked for a review on my account, and inquired about the pre-foreclosure, the doubled house payment increase, where are the late fees, etc... long pauses at each question, and agent stumbling with what to say, but said my account would need some adjustments. I was transferred to another agent regarding the taxes, and even she was pausing a while at each question and stumbling on replies. I was assured that pre-foreclosure letters are standard communication, and that my loan is NOT in threat of foreclosure. My response was ... then how can they send out pre-foreclosure when I have not missed one payment since I have had my house I am not LATE on anything NOT 30 days 60 days 90 days 120 days on ANYTHING. They have damaged my credit score as well. My house is my ONLY debt for the remaining 44 months??!! That things need to be resolved, and adjustments as to where this money has been going.

Company response to consumer: Closed with explanation