Consumer complaint received 2024-04-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Mr. Cooper Group Inc.
State: KY

Complaint narrative:
I first refinanced my mortgage from XXXX XXXX XXXX XXXX to XXXX XXXX XXXX  This occurred in XXXX before I left for XXXX basic combat training. While I was in XXXX, the company I refinanced with sold the mortgage to NationStar/Mr. Cooper Mortgage Co. I have had nothing but a nightmare ever since. I didn't know at the time anything about the XXXX. When I returned from XXXX and ended up leaving my job in 2009, due to XXXX  for enlisting in the service, I was brought onto orders for my unit. I contacted NationStar Mortgage and was sent refinancing papers. Not understanding the papers, I called to get help. The representative at the time told me to either sign the papers or don't, it was my choice. I sent them a copy of my orders and the XXXX request in order for my interest rate to be capped at 6 %. They did cap my interest rate at 6 %, but in doing so, they also charged me a lot of money, approximately XXXX for doing so. This was the reason for the refinance. According to the XXXX, they were not supposed to refinance my mortgage when they apply the 6 % cap to my loan. In doing so they violated my XXXX rights. Over time I have had financial issues. In 2011, I was XXXX XXXX from XXXX. Upon returning home I did not have employment. I contacted NationStar several times for assistance. I was referred to my loan servicer XXXX XXXX or XXXX XXXX. They referred me back to NationStar. After several phone calls, I gave up playing phone tag from each company. On the website there were options for assistance to servicemembers, but neither company bothered to know anything about them. Over the years I have been charged property inspection fees to include times I was not behind on payments and while I was XXXX to which they had my orders. I messaged them several times, but just get an automated reply to contact them if I had any questions. They have been a true nightmare. I am still on XXXX XXXX and they are still charging me property inspection fees even though I am not behind on payments nor have I been for several months, nearly a year. I honestly do not trust NationStar whatsoever. At one point the XXXX XXXX XXXX assisted in my mortgage. They sent the check directly to NationStar to catch up my mortgage payments. It took longer than a week for them to process the check. Once the check processed, NationStar sent the check back saying it didn't clear. Then they charged me for the insufficient funds fee. The check came from a XXXX XXXX  XXXX, XXXX XXXX out of Oklahoma. There is absolutely no way that check did not clear. NationStar simply saw this as a chance to take advantage to collect more money and so they did. Toward the end of 2022, NationStar and I had an agreement that I had to make 3 on time payments in order to be on a program. I made all of my payments on time as agreed. It was a trial workout plan. I made my payments on time and they still showed me as being behind. I never received the paperwork they were supposed to send me and I XXXX in XXXX as the orders show. I sent the mortgage company a copy of my orders along with XXXX request. They knew I was XXXX and while they knew I was XXXX, they took advantage of having the property inspected all while knowing I would not be at the property and while my payments were being made. Now, Nationstar reports to the credit bureaus that they've had my loan since XX/XX/XXXX. That is simply not true. I refinanced with XXXX in XXXX XXXX. NationStar took over sometime a few months later. However, even though they report this, they do not have the payment history to show for any of it.

Company response to consumer: Closed with explanation