Consumer complaint received 2021-11-03 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: Mr. Cooper Group Inc.
State: NY

Complaint narrative:
Re : XXXX Complaint against Mr. Copper Loan No. : XXXX Mortgagee : XXXX XXXX XXXX XXXX XXXX. 
Property : XXXX XXXX XXXX XXXX NY Dear XXXX XXXX XXXX XXXX XXXX : My complaint relates possible substantial overcharging, lack of cooperation, failure to communicate, and total lack of professionalism on the part of Mr. Cooper. 
I sent a letter dated XX/XX/2021 asking for a response for three questions ( a copy of the letter is attached ). I have not received a substantive response.

BACKGROUND We had the above referenced mortgage with Mr. Cooper for a multi-family apartment building in XXXX. The loan came into default during the pandemic due to Mr. Coopers incompetency.

We requested and were granted a three-month moratorium on the payments because the tenants stopped paying rent. We requested another three months and made repeated calls to the service line to inquire as to the status of the request. Over a three-month period, we were told that the request was being evaluated. Finally, without being given an answer about the extension Mr. Cooper started a foreclosure action against the us.

We worked out an agreement with Mr. Coopers law firm and paid a substantial penalty for late fees, penalty interest and legal fee. Attached is the agreement. 

We refinanced the mortgage and had a closing on XX/XX/XXXX. During the refinance we were charged {$36000.00} Question 1 ) We did not understand what the charge was for. We were told it was for the three payments for which we were granted the moratorium. But according to our calculation, the three month of payments should have been substantially less.

Question 2 ) At the closing we had to pay an interest penalty to the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX of {$1700.00} because Mr. Cooper failed to make tax payments of XX/XX/XXXX and XX/XX/XXXX. We requested reimbursement of the money. Mr. Cooper has not given us a satisfactory response. 

XXXX XXXX XXXX XX/XX/XXXX Question 3 ) Following the closing we thought we were also overcharged two mortgage payments of {$8200.00} totaling {$16000.00} The payoff letter included payments for XXXX and XX/XX/XXXX. We made the monthly payments prior to the closing so that we would be current and expected that the payments would be refunded. When we called Mr. Cooper asking for the refund we were stonewalled. No one knew anything. 
THE COMPLAINT After XXXX XXXX called Mr. Coopers service department on several occasions asking for an explanation of the above questions, she was transferred to various personal all of which said something was wrong but never receiving an answer. 
I wrote the attached letter dated XXXX XXXX to Mr. Cooper asking them to set forth in writing a response to my demand for an explanation of the charges. I specifically wanted a written explanation so that I could study the calculations in the response. 
In accordance with their usual incompetency, Mr. Cooper responded to my letter by sending the attached printout of the loan payment history. The printout memorializes the payment of {$36000.00}. But does not explain or breakdown the payment. There was no response to questions 2 and 3.

Our request remains the same. We want a breakdown of the {$36000.00} payment, because I believe Mr. Cooper charged penalty and interest, related to the foreclosure for which they were already paid. If they charged fees, penalty and interest related to the three month moratorium then the charges are probably illegal based upon the governors orders. 
We want Mr. Cooper to reimburse us the {$1700.00} interest charged to us by the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX because Mr. Cooper did not make the tax payments and we want reimbursement of the XXXX and XXXX payments Dealing with Mr. Cooper is terrible. Some of the continuous issues we had are that they continually charge late fees even though they are timely wired payments, unknown charges often appear, their lack of competency in providing us an answer to our request for an extension of the moratorium cost us substantial money from our savings to pay the interest, penalties and fees to stop the foreclosure. 

Sincerely yours, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation