Consumer complaint received 2023-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
Mr. Cooper has been charging bunk charges in the name of " Lender Paid Expenses '', " Repairs '', " Maintenance '', and " Inspections '' over the last several years even though the property is occupied and well maintained. 

No one has ever seen or heard from any representative regarding any of the above activities. After numerous attempts, calls, letters, emails over the last couple of years- we have yet to get any clear response regarding what the charges are or proof that they were ever actually performed. 

We recently sent in {$21000.00} to be distributed as follows : XXXX ) {$3200.00} to escrow ( which is in shortage due to Mr. Cooper double paying insurance ) XXXX ) {$18000.00} to be applied to principle. 

Rather than the above distribution, Mr. Cooper took {$8500.00} and applied it to their bogus charges. 

We want the full amount refunded immediately to principle as it was meant to be, and for these charges to be wiped away once and for all. 

An example of some of these charges, followed by actions we have taken to get a clear answer regarding this : XX/XX/XXXX Maintenance {$200.00} XX/XX/XXXX Maintenance {$560.00} XX/XX/XXXX Repairs {$100.00} XX/XX/XXXX Maintenance {$0.00} XX/XX/XXXX " Maintenance '' XXXX XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$0.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$450.00} XX/XX/XXXX " Maintenance '' {$360.00} XX/XX/XXXX " Property Inspections '' {$48.00} XX/XX/XXXX Maintenance {$12.00} XX/XX/XXXX Property Inspections {$14.00} XX/XX/XXXX Property Inspections {$95.00} XX/XX/XXXX Property Inspections {$61.00} XX/XX/XXXX Property Inspections {$310.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Maintenance - {$1900.00} XX/XX/XXXX Maintenance - {$820.00} XX/XX/XXXX Maintenance - {$610.00} XX/XX/XXXX Maintenance - {$100.00} XX/XX/XXXX Maintenance - {$250.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$30.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$250.00} XX/XX/XXXX Repairs - {$100.00} XX/XX/XXXX Maintenance - {$30.00} XX/XX/XXXX Maintenance - {$60.00} Actions we have taken to get this resolved : Why are these inspection fees being charged? 

Contacts : XXXX. Spoke with XXXX XXXX about this on XX/XX/XXXX [ XXXX ] CONFIRMATION : # RR XXXX XXXX. " Lender Paid Expenses '' inquiry email sent XXXX XX/XX/XXXX [ XXXX ] XXXX. Letter Sent XX/XX/XXXX regarding clarity on source of " Lender Paid Expenses '' Mr. Cooper ATTN : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX XXXX. Lender Expenses email sent XXXX XX/XX/XXXX [ XXXX ] XXXX. XXXX XXXX Phone Conversation, she said she sent email to customer relations team. XX/XX/XXXX [ XXXX ] XXXX. Called XX/XX/XXXX [ XXXX ] XXXX. Call XX/XX/XXXX [ XXXX ] XXXX from Texas. 23 minute call. Then it hung up. She said she couldn't tell me what the charges were for, and said her manager requested that I show proof that the work they are charging for. 

XXXX. Call XX/XX/XXXX [ XXXX ] Email Sent to XXXX. 

XXXX. Call XX/XX/XXXX [ XXXX ] XXXX from Arizona. Asking for a written request. Transferred to another department after about XXXX min. 

XXXX. Transfer XX/XX/XXXX [ XXXX ] She said she didn't handle that kind of account. Transferred again. 

XXXX. Transfer to XXXX XXXX XX/XX/XXXX [ XXXX ] Sent email to XXXX XXXX people requesting detailed explanation on what the charges were. XXXX 1 hour 20 min XXXX. Email Followup with XXXX XXXX & XXXX XX/XX/XXXX [ XXXX ] XXXX. XX/XX/XXXX received email from XXXX XXXX ( XXXX ) claiming over {$5000.00} was yard maintenance. 

XXXX. XX/XX/XXXX Responded in email asking for evidence. 

XXXX. XXXX emailed to inquire about " XXXX XXXX XXXX '' charges. 

XXXX. XX/XX/XXXX [ XXXX ] Two more mysterious charges on XXXX statement Maintenance {$12.00} and XXXX Inspections {$14.00} charged again send email to XXXX, XXXX XXXX XXXX. XX/XX/XXXX Called in to discuss the continuous " maintenance '' and " repair '' charges and Mr. Cooper says that somehow or another the Power of Attorney that has been on file since XXXX have somehow gone missing. They asked me to send in the POA again, which I did. XXXX XXXX. XX/XX/XXXX [ XXXX ] Called in because the XXXX XXXX XXXX with XXXX was charged twice ( XXXX, XXXX ) in the same amount {$3200.00} ( XXXX ). Played the same wait and hold. Them saying, yet again that they never received the POA documents. Created a Draft in XXXX email with Power of Attorney again to the above emails ( XXXX ) in case it comes up again. 

XXXX. XX/XX/XXXX [ XXXX ] Spoke with XXXX, and after an hour on the phone she FINALLY confirmed that yes indeed we have Power of Attorney. Next time instruct them to check the upload from XX/XX/XXXX. 

XXXX. XX/XX/XXXX [ XXXX ] Transferred to XXXX in XXXX to check on the double insurance charges... she says it was a mistake on their part and it should be refunded to the XXXX account. 

XXXX. XX/XX/XXXX [ XXXX ] XXXX minutes on the phone navigating system and was hung up on. 

XXXX. XX/XX/XXXX [ XXXX ] XXXX in XXXX insurance. She tried to tell me twice that the XXXX exact insurance charges for {$3200.00} were for different pay periods, one from the previous year, and one for the upcoming, which is of course incorrect. Another insurance payment on XX/XX/XXXX was made in the amount of {$3000.00}. So, she called XXXX and they agree, it was an incorrect double charge. They apparently sent an additional check to XXXX, but it was never cashed. ( XXXX minutes ). When she got back on the line, she apparently could not hear so she hung up. She said she would call back. 

XXXX. XX/XX/XXXX [ XXXX ] XXXX called back says XXXX 's XXXX wants me to call. Apparently they sent XXXX checks Policy XXXX ( Policy number XXXX ) Called Farmers and left a message. 
XXXX Department XXXX XXXX. XX/XX/XXXX The amount of {$18000.00} was sent from XXXX XXXX in to be applied to principle, and {$3200.00} which should have been applied to escrow. Only {$12000.00} were directed to principle. The remainder was applied to : {$2000.00} {$210.00} {$5400.00} {$100.00} {$560.00} {$200.00} _________ {$8.00} XXXX were all charged to " Lender Paid Expenses ''. 

XXXX. XX/XX/XXXX [ XXXX ] Called Mr. Cooper, spoke with XXXX about the {>= $1,000,000} She says : - " Property Inspection '' {$640.00} XX/XX/XXXX - {$4600.00} " Corporate Advance " - XX/XX/XXXX " Land Initial '' ( XXXX ) {$360.00} Still no clear answer on why or how " property inspections '' are being conducted, or what " repairs '' and " maintenance '' are being made. 

[ XXXX minutes ], transferred to XXXX Department. 

XXXX. Transferred to XXXX Department. XXXX with XXXX. She started the conversation by attempting to tell me that the POA was not valid since XXXX XXXX 's passing. Informed her that the Executor of the XXXX appointment me XXXX. She eventually understood. 

XXXX. XX/XX/XXXX [ XXXX ] Because of Mr. Cooper 's double send of insurance, the escrow account has a negative balance and they just raised the monthly payments. Spoke with XXXX, she is attempting to move some of the charges from " Lender Paid Expenses '' in amount of {$3100.00} to escrow. She says it should take about 24 hours to take effect.

Company response to consumer: Closed with explanation