Consumer complaint received 2024-08-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
Mr. Copper took over my mortgage from XXXX  XXXX XXXX in XXXX of XXXX and I submitted a letter dated XX/XX/XXXX, which they said they received on XX/XX/XXXX. The letter requested information on requesting information on who actually owned my note and their address which they gave the name of the company but would not provide me an address. I requested copies of every time my mortgage was reassigned and transferred to a new owner and requested if my note and mortgage was housed together and where? I wanted proof of that. I was told it was proprietary information and I was not allowed to have it. I also requested that my account be reviewed for errors due to payments not being applied as they were sent in their system, I didn't understand so I wanted to know what the written policy was and to have them correct XXXX payments that went toward principal instead to payments. ( Actually, I was told no payment came in for XX/XX/XXXX and needed that corrected because I had proof of the cancelled check. ) I also requested that late fees be waived because all payments were sent in one month in advance and that although the escrow was assessed sooner than when XXXX XXXX XXXX had the loan, we always brought full payment current in XXXX and I wanted to resolve this before my next payment fully due on XX/XX/XXXX. 

I received an email on XX/XX/XXXX, and nothing I requested was handled. I requested that they reread my letter submitted to them to correct the errors on the account and apply the XXXX payments that were applied to principal to payments and that should bring me current. It was not done. XXXX came it still wasn't done and I hadn't followed up as I should had. Then in XXXX I received a letter saying to cure the default amount of {$3700.00} without late charges by XX/XX/XXXX. I plan to make that payment amount on XX/XX/XXXX which is Monday coming up, however XXXX and XXXX are now due as well. If they had corrected the payments and late fees assessed my account would only owe XXXX not both XXXX and XX/XX/XXXX. I want to get the settled and resolved ASAP so that I can go back to paying 1 month ahead. I also request information to remove my Escrow account from my mortgage because it makes no sense for me to pay money due once a year for insurance every month when I can pay it in full once a year myself. Also, I can pay my own taxes quarterly instead of monthly with my payments and want to remove it out of escrow and needed the policy so I can proceed to do that and only make mortgage payment to them, but they have not sent that information. 

I am requesting that the 2 payments be applied towards the payments and not to principal and that the late fees for payments made 1 month in advance be waived or removed because I don't understand why they were assessed. 

I am also seeking that they don't default the loan this month once they received the {$3700.00} on XX/XX/XXXX ( Mon ) and I want the {$310.00} of unapplied funds to be applied towards the payments due as well. I am seeking that {$230.00} of fees be waived due to them not handling this in a timely matter as requested in my letter dated XX/XX/XXXX. Also, I don't know why I was charged an inspection fee of this house when I wasn't made aware anyone was coming here, and I was not informed of this fee prior to the actions taken without my approval or authorizations. I also want a copy of the report because it was not sent to me. 

I will make XXXX 's payment by the XXXX of XXXX, but I need the account to be corrected, and I want to remove my Escrow account by XX/XX/XXXX and need to know what steps I need to take to do so. I need help getting this resolved and I want to make sure that this gets resolved as quickly as possible because the person who email me never followed up with me or applied the funds as directed in my letter to the bank.

Company response to consumer: Closed with explanation