Consumer complaint received 2024-12-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Mr. Cooper Group Inc.
State: NY

Complaint narrative:
Regarding Loan # XXXX serviced by " The Mr. Cooper Group '' formerly Nationstar Mortgage Company. I have been subjected to unfair practices since XX/XX/XXXX, when they acquired the mortgage from XXXX  XXXX XXXX. I have repeatedly been a victim of unfair practices from this company and its employees, I have fulfilled every request that they asked for, paid for all the trial modifications and submitted all required paperwork except for my ex-wife 's signature I am estranged from my ex-wife, and she has refused to communicate with me since she left the house in the year XXXX about 21 years ago. The Mr. Cooper Group falsely claimed that her signature was necessary for my loan modification. To my surprise it was not required, as evidenced by the guidelines of XXXX XXXX and clarified by the court decision in an order to show cause granted dated XXXX XXXX, by Honorable Judge XXXX XXXX XXXX , Index # XXXX. 
The court stated : " Here, Plaintiff has improperly interpreted XXXX XXXX guidelines, among other things, and erroneously refused to accept and approve the loan modification applications submitted by XXXX XXXX XXXX. Based on the foregoing, Plaintiff has not demonstrated its right to proceed with this case. '' The malicious business practices that " The Mr. Cooper Group '' has perpetrated, has made it exceedingly difficult for me to deal with. They are solely interested in foreclosing on my home. I have attached numerous complaints and lawsuits and class action lawsuits that The Cooper Group, formerly Nationstar Mortgage, has accumulated over the years.

My concern is that The Mr. Cooper Group has consistently claimed to have not received my applications and other correspondences through mail, fax, or website uploads, and has imposed unfair fees as a result. I have attached all supporting documents stating thecontrary. After this, I also requested extra time to gather all the required documents. 
On XX/XX/XXXX, The Mr. Cooper Group scheduled my residence for auction without proper cause or proper jurisdiction ( see attached court order ). They failed to notify me of the sale, which is a violation of my rights. Supporting documents prove that I have sent the applications through various means on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, including faxes, website upload attempts, and The Mr. Cooper XXXX website messages. 

To compound matters, in a letter dated XX/XX/XXXX, The Mr. Cooper Group stated, " We found that our prior reviews for modification assistance do not show that we requested XXXX XXXX ' Signature for a workout assistance. Our records show that XXXX XXXX has not accepted an approved request for modification assistance previously. '' This is totally false. I made every good faith attempting to rectify this situation dating back to year XXXX until the present ( even through XXXX shutdowns ). Look at all the documents attached stating the contrary. 

Besides wrongfully denying my numerous loan modification applications along with what appears to be unnecessary assorted fees, Mr. Cooper now has come up with another underhanded tactic in order to frustrate me concerning my latest application. The Mr. Cooper Group required me to provide a profit and loss statement about my business. I provided The Mr. Cooper Group with the profit and loss statement for the time period requested. It was submitted in printed form. with the exhibits along with the XX/XX/XXXX, The Mr. Cooper Group letter and Mr. Cooper 's XXXX XXXX, letter concerning the profit a loss statement submitted in response to the XX/XX/XXXX letter. I was told by The Mr. Cooper Group that they were not accepting my profit and loss statement as submitted. Instead, if you can believe it, The Mr. Cooper Group told me I have to submit the profit and loss statement in handwritten form. This is just another absurd example of the tactics used by The Mr. Cooper Group to frustrate me at every step in the application process. 
Also there has been multiple changes in single point of contacts from The Mr. Cooper Group since the beginning of the year to my loan in XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX, XX/XX/XXXX XXXX XXXX, these arc other ways, so I get confused and no one to blame for not receiving my applications. Attached are letters of change of representatives, please read the complaints I'm not alone. 
Over the years, the Mr. Cooper Group has added more legal fees, inspection fees, default notices filing fees, and administrative fees my loan. These fees are largely unexplained and I believe they are unreasonable and inflated. For example, in XX/XX/XXXX, my account was charged {$12000.00}. 

I dispute all these legal fees from The Mr. Cooper Group as well the huge amount of legal fees from foreclosure and bankruptcy attorneys, fees and interest, which I have incurred while defending my XXXX daughters and my wife from the many evictions. I was forced to file for bankruptcy to stop the foreclosure proceedings in order for my family to have a roof over their head. It has been a painful experience not knowing what to expect, and l have spent thousands of dollars defending myself. All of this has contributed to my high mortgage ( balance due to accrued fees ). Attached are some of the fees that I could gather, although they do not encompass I requested a complete " escrow analysis and corporate advances, '' legal fees, property inspection fees, extra legal fees, default notices, forbearance fees and suspend etc. On XX/XX/XXXX, XXXX was informed by XXXX XXXX, my single point of contact for " The Mr. Cooper Group '' that it should only take 3 days to obtain, if not 5 days tops to date I have not received this requested documentation. Please look at the statements attached and detail below for reference : from years XXXX XXXX, Nationstar Mortgage charged me for legal fees with property inspections and other fees each month as follows : I have no idea what " disbursement suspend '' on XX/XX/XXXX statement means, totaling {$14000.00}? so I need the expertise of the attorney general to decipher the charges on my loan mortgage since The Mr. Cooper XXXX refuses to provide me with the statements. 
These are the only legal fees I could identify until I get my full records, Mr. Cooper group has not sent any account statements to me, and he has only disclosed XXXX ( but not every detail on those years and months ) in The Mr. Cooper 's Group Website, I'm missing many of statements, and I can only XXXX what other fees were applied over the years and what they have charged my account, attached are all the loan modifications I have been wrongfully denied since XXXX, except for the XXXX modification which The Mr .

Cooper Group wrongly claimed that I refused on XX/XX/XXXX. This is not accurate due to the CARES ACT related to XXXX. My loan modification was unexecuted because of this forbearance. I spoke to The Mr. Cooper XXXX at that time, and I have attached a letter stating that The Mr. Cooper Group that allowed XXXX forbearance. However, they now claim that I made no payments during that period, despite the letters of forbearance, since our family of XXXX was significantly affected by XXXX. 
My request is to be able to get back all fees and charges from all those years that they have wrongfully denied, including attorney 's fees, and the interest that has accrued over the years, and the created fees that were wrongfully applied to my loan so that I can qualify for the Homeowner 's Assistance Fund at XXXX, which I desperately need. 
I patiently waited XXXX years for HAF to call me, and when they finally did, I submitted my application. They subsequently denied my application due to high balanced caused by the excessive fees charged to my mortgage account. In conclusion, Mr. Cooper has placed outrageous fees and interest on my loan balance, making it impossible for loan modification. There delay in reviewing me for a modification has also put my HAF application in jeopardy. Pursuant to HAF, if The Mr. Cooper Group would allow me a modification the {$95000.00} from HAF could be used as a good faith down payment. These delays and issues need to be addressed. My pain and suffering from this are greater than I can recover, but with your help and fairness, I hope to see that The Mr. Cooper Group is held accountable for their repeated malicious mistakes that continue to damage my family! 
Ultimately, my goal is to have a loan modification approved after all the improper fees and interests are credited to my loan balanced. On XX/XX/XXXX I submitted documents that The Mr. Cooper Group requested, and they rejected them. In the past, all my loan modifications were approved without any documentation.

Please help me to deal with this disturbing process, I thank you in advance for your efforts of your department. this unfair behavior must cease. The practice of adding extra fees over the years has been unjustly applied to my loan, not to mention the fear of losing my home by the malicious practices from The Mr. Cooper Group. now Rushmore servicing Please feel free to reach out if you need any further assistance or clarification and extra supporting documents. 

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX : XXXX ( cell ) Email : XXXX Rushmore serviving XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX Attached documents include : An order to show cause dated XX/XX/XXXX, XXXX Mr. Cooper. 

A letter dated XX/XX/XXXX, from Mr. Cooper, denying that The Mr. Cooper Group never asked for my ex-wife 's signature in any loan modification ever existed. 
XXXX XXXX guidelines demonstrating oversight mistake All the loan modifications I have been wrongfully denied since XXXX to the present. Statements of legal fees from XXXX to XXXX ( the only ones available so far ). A loan modification imaging cover sheet indicating a missing signature requirement dated XXXX XXXX court foreclosure e-file documents detailing the foreclosure dates. All mail, fax, and website-delivered applications claiming they never received supporting documents Supporting documents include previous letters from the House of XXXX XXXX XXXX XXXX , again putting me into foreclosure without notifying me of the sale auction of my house and claiming they did not receive my mail and application back in XX/XX/XXXX. Just before the order to show cause granted dated XX/XX/XXXX, Screenshot of Legal fees and inspection fees, default notices filing fees, and administrative fees from the foreclosure auction sale of XX/XX/XXXX. 
Mr. Coopers Escrow payment history of my fulfilled trial modifications ( excluding legal fees, inspection fees, default notices filing fees, and administrative fees ). 
Numerous letters reaching out to Mr. Cooper from XX/XX/XXXX, by my attorney and me. 
XXXX written to NYLGA foreclosure prevention Project ( XXXX ) dated XX/XX/XXXX. Attention to : XXXX XXXX XXXX ( phone XXXX XXXX XXXX ) has been assisting me on the signature dilemma and overcharge fees, she is a truly knowledgeable Attorney to advise me to write to XXXX XXXX XXXX XXXX XXXX, and expose the unfairness of this m Letter XX/XX/XXXX regarding XXXX forbearance extension.atter. 

An email letter from the Homeowner 's Assistance Fund, NYHAF rejecting my application. XXXX XXXX XXXX from XXXX states we need to request a review due to the nature of my situation. 
On XX/XX/XXXX, I decided to make extra mortgage payments and was told I was not able to keep making them. Mr. Cooper put my funds in an unapplied fund account totaling {$1100.00} + {$140.00}, attached letters. 
Supporting documents include previous letters from the House of Representatives, XXXX XXXX, again putting me into foreclosure without notifying me of the sale auction of my house and claiming they did not receive my mail and application back in XX/XX/XXXX. Just before the order to show cause granted dated XX/XX/XXXX, by Honorable Judge XXXX XXXX XXXX, Index # XXXX. 

Letter from the Office of the State Attorney General, reaching out to you on XX/XX/XXXX just before the order to show cause granted dated XX/XX/XXXX, by Honorable Judge XXXX XXXX XXXX, Index # XXXX. 

Letter to the Office of state attorney address to XXXX XXXX explaining my modification was only sign by me XXXX XXXX and not my Ex-wife just before the order to show cause granted dated XX/XX/XXXX, by Honorable Judge XXXX XXXX XXXX, Index # XXXX. 



A letter dated XX/XX/XXXX, from Mr. Cooper, denying that The Mr. Cooper Group never asked for my ex-wife 's signature in any loan modification ever existed. 

XXXX XXXX guidelines demonstrating a huge oversight mistake! All the loan modifications I have been wrongfully denied since XXXX to the present. Statements of legal Letter to The Mr. Cooper Group asking to keep accepting my Mortgage payments after my trial loan modification XX/XX/XXXX, I made XXXX payments to fulfill my modification, and then I made XXXX extra mortgage payments in good faith, and they denied accepting more payments. Where are those payments applied to my loan? 
Emails requesting full disclosure complete escrow analysis and corporate advances of my legal fees + property inspections/extra legal fees, default notices, forbearance suspend fees, to XXXX XXXX XXXX XXXX Mr. Cooper XXXX XXXX point of contact at the time of request. 

Attached are a list of Mortgage services Violations that has been applied to my loan by The Mr. Cooper Group.

Company response to consumer: Closed with explanation