Consumer complaint received 2019-06-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
Attached letter which is self-explanatory. 

XX/XX/XXXX Mr. Cooper XXXX XXXX XXXX XXXX. 
XXXX, TX XXXX Loan # XXXX Dear Sirs, I am in receipt of your letter dated XX/XX/XXXX requesting a payment of {$6600.00} in order to bring the account to date. 

I am requesting you to refer to previous communications where we agreed that the amount due corresponds to three months of mortgage payments ( {$1500.00} X 3 = {$4500.00} not {$6600.00} ), that  became due after Hurricane Irma. They became due because at the time of this disaster YOU MR. COOPER offered a forbearance plan that would add up to six monthly payments to the principal. As a matter of fact, on your letter dated XX/XX/XXXX YOU stated that YOU MR. COOPER have temporarily suspended my monthly mortgage payment effective XX/XX/XXXX. 

On XX/XX/XXXX and after several phone calls from me to get details on this program, you admitted that the offer actually was for a loan modification which means changing terms and interest rate on my loan. And tried to force me to continue taking advantage of the program not making payments until XX/XX/XXXX. This is when I reinstated my monthly payments in order to avoid using your fake program and your false offers to help owners under disaster. Let me add that my account has been current since I bought the house in XXXX and became delinquent under your misguiding me with offers that you were never willing to honor. 

To make things worse, the account shows three different amounts due as follows : 1 ) Your letter dated XX/XX/XXXX shows {$6600.00} 2 ) The web site shows {$5100.00} 3 ) The XXXX statement shows {$8800.00} and a monthly payment of {$2100.00} including escrow. 

In reference to item 3 ), on your letter to XXXX XXXX, Financial Examiner Analyst II of the Division of Consumer Finance, Bureau of Enforcement dated XX/XX/XXXX you admitted that the account was converted into escrow by YOUR mistake and as such, it was being corrected. This in another false declaration since the June statement still shows the account under escrow with a monthly mortgage of {$2100.00} instead of {$1500.00}. 

Since XX/XX/XXXX I have continued making payments to the account, having 90 days or three months delay {$4500.00}, amount that does not match with any of the amounts shown in your letters, statements of web site. Again, this problem was created by you and you need to solve it by honoring your offer to add this amount to the principal. Hence, I strongly request you to clarify the amount due as follows : 1 ) Amount to bring the account up to date as of XXXX XXXX, XXXX 2 ) Payoff Amount as of XX/XX/XXXX Needless to say that I am a law abiding citizen. I own other properties, have financial stability, excellent credit score and no offense or criminal records. Your actions are of moral turpitude because they gravely violate the sentiment and accepted standard of the community such as honesty, justice and good moral values. Your intention from the beginning of this problem is to modify the loan to make it more profitable and beneficial to you. Anyone that has owned any property under a XXXX  XXXX  loan knows that XXXX primary goal is to make affordable mortgages to middle class citizens and this is what you are trying to change. And you continue with your efforts to defraud me of my residence based on false statements and misrepresentation. 

I have found that you have the tendency to play this type of tricks to homeowners, especially the ones in distress ; all that one has to do is go to the web world and see thousands of claims and complaints about your malicious and fraudulent actions but your tendency has gone beyond the law. As a matter of fact, last year and in less than six months you have had three multimillion-dollar settlements with a state banking regulator over mortgage related issues such as overcharging borrowers, fail to properly investigate consumers complaints, numerous deficiencies and violations including failure to file multiple 90-day pre-foreclosure notices with XXXX. You leave me no option but to appeal to the Consumer Financial Protection Bureau in Washington DC. 

Once again, I strongly request you -not only for me but on behalf of thousands of consumers who have been abused by Mr. Cooper , to retract from harassing me with your threats. 

Attached you will find a check in the amount of {$1500.00} to be applied as mortgage payment for the month of XXXX, XXXX. 



XXXX XXXX

Company response to consumer: Closed with explanation