Consumer complaint received 2020-11-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
NationStar Mortgage aka. Mr Cooper is our mortgage company. They bought out our previous company XXXX XXXX XXXX in XX/XX/XXXX. 

We filed bankruptcy in XXXX to save our home Chapter XXXX. 
We got behind 4 payments afterward and agreed to a stipulation agreement paying an additional {$850.00} over and above our mortgage payment of {$1000.00} over a 6 month period and keep up with our mortgage payments for the entire time of our bankruptcy which was a 5 year repayment plan. 
In XXXX of XXXX we receive word from our bankruptcy attorney that the attorney for Mr Cooper states we were not meeting our stipulation agreement and were given until XX/XX/XXXX to cure what we still owed on the stipulation. 
We cured {$3100.00}. and change to bring the account current. 
We continued to make our mortgage payments. 
XX/XX/XXXX we receive an email from our bankruptcy attorney that the attorney for Mr Cooper had filed a motion for relief from stay on our property. 
The attorney for Mr Cooper provided a ledger which had very little payment info and nothing from XXXX at all. 
Because we were in bankruptcy all of our payments to Mr Cooper had to be certified funds, so we went to our bank, got printouts of every payment we made to them and sent it to them. 
They sent back a second payment ledger and within that document it stated that from XXXX XXXX to XX/XX/XXXX our mortgage payment had increased from {$1000.00} to {$1600.00}. 
I immediately contacted Mr Cooper to discover our payment increased due to XXXX taxes of {$4700.00}. Mr Cooper claims that because of the bankruptcy they could not send us that updated payment info directly but sent it to our bankruptcy attorney ... we never received the payment increase information, so we continued to pay what we thought our payment was, {$1000.00}. Also, these payment increases to our knowledge were ever submitted through the bankruptcy court as they should have been. 
This put us in arrears for an entire year not even being aware of a mis-stated tax error. 
We had to borrow {$12000.00} to save our house through the Public Trustee office. 
We did so XXXX XXXX. 
XX/XX/XXXX we did receive notification of a payment increase of our mortgage to {$1000.00} and we paid accordingly. 
Through the debt curing process of {$12000.00} it triggered another out of cycle escrow analysis again causing our mortgage payment to be increased again to {$1000.00}. 
Mr Cooper stated we would be receiving a refund check for {$6100.00} after the fact. 
Here`s the problem ... our mortgage payment would have never increased at all if it were not for their tax reporting error! We live in a small 1160 square foot house. 
There is no way our taxes would have ever been that much!

Me and my wife are raising XXXX  children and feel addiment that we are due not only the full {$12000.00} back, but all of the insurmountable amount of stress this situation has placed not on only us, but family we had to borrow money from to cure this debt due to an error on their part. Thank you for your time

Company response to consumer: Closed with explanation