Consumer complaint received 2023-02-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
Tired of feeling like a hostage to this company : We had to do a loan modification during the pandemic and my mortgage has been in default ever since the new loan papers were signed. And despite the many phone calls me and my XXXX XXXX Loan Advocate have made Mr. Cooper absolutely refuses to work with me to bring my account current. 

1. I am a disabled XXXX  and due to my disability status I am not required to pay property taxes. After signing the new agreement in XX/XX/2021 Mr. Cooper took it upon themselves to pay property taxes to the city of XXXX when I was exempt. The supporting paperwork for the tax exemption was submitted and approved by the city of XXXX, however, the city of XXXX did not update their database in a timely manner. Despite the supporting documents submitted to Mr. Cooper, XXXX paid property taxes on my behalf pursuant to out of date website/database information and put me in default and threatened foreclosure proceedings. While this was eventually corrected and funds eventually returned by the City to Mr. Cooper, Cooper then fabricated issue # 2. 

2. After many months of being caught in the middle of the city of XXXX and Mr. Cooper while trying to resolve a property tax issue created by Mr. Cooper, XXXX finally excepted fault and paid back the city of XXXX and money taken out of my escrow account was returned. About 3 months later I received another foreclosure warning stating I am a full month behind in mortgage. At the onset Mr. Cooper said, with no real explanation, that this particular past due amount for the month in question was not covered under the COVID loan modification program. I then brought my XXXX  Home Loan Specialist in to assist. After further back and forth Mr. Cooper then stated that I missed a payment after the modification was agreed to. I have never agreed to this assessment, but due to a lack of resources decided to try to get current. 
a. Ive been paying mortgage + about {$100.00} every month to pay down outstanding balance. 
b. Mr. Cooper will not accept partial payments towards outstanding balances and has placed over payments into an unapplied funds holding. 
c. I get charged $ XXXX/month for the alleged unpaid month of mortgage. 
d. Its been about nine months and despite the {$70.00} a month charge the amount in the unapplied funds and the amount in my escrow now equal the amount that is past due. 

3. Now, Mr. Cooper still wont help to close this outstanding balance, stating that funds in escrow can not be released and will remain frozen until past due amount are brought current a. To reiterate, Im a disabled XXXX  and that means Im on a fixed income and Im already over extending myself to accommodate. 
b. At the current rate of {$100.00} payments towards outstanding balance minus {$70.00} in fees Im on the hook for XXXX knows how long. 
c. I keep receiving monthly foreclosure warnings. 

The money is there in the separate accounts Mr. Cooper decides to allocate funds to and unable to consolidate and redistribute due to the rules and procedures that Cooper makes up. Meanwhile, they gladly take my late fees and send threatening letters every month. 

Whats the solution?

Company response to consumer: Closed with explanation