Consumer complaint received 2024-09-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
PRIOR COMPLAINT : I purchased a home using the XXXX  XXXX XXXX XXXX as my mortgage company in XXXX. My loan was thereafter sold to XXXX XXXX. As soon as XXXX XXXX began servicing my loan, they attempted to raise my mortgage payment. After protracted back and forth, we settled on an acceptable payment amount that I made successfully for XXXX  years. In XXXX of XXXX, I began filing repeated complaints with the CFPB when XXXX XXXX illegally attempted to modify my loan without my consent. None of the complaints were addressed by the CFPB. XXXX XXXX consistently reported that the issues were resolved despite my complaints to the contrary, and the CFPB did nothing. In XX/XX/XXXX, I filed my last complaint against XXXX XXXX. They responded in XX/XX/XXXX, once again, that the situation was resolved and promptly sold my mortgage to Mr. Cooper with ALL of the illegal modifications. Since my mortgage was sold to Mr. Cooper, I opened a number of research requests asking them to address all of the problems previously mishandled by XXXX XXXX. To date, each issue has been resolved in my favor. I had to take these steps to get to the final issue, the basis for my current mortgage payment. It is {$400.00} more than I paid for the prior XXXX  years. It is also not an amount that I would be approved for if I was applying for a mortgage because of the affect it would have on my DTI ratio and on the percentage of my take home pay that the amount would encompass. I was severely behind in my loan payments because the Mr. Cooper system would not allow me to make payments on my mortgage unless I made the payment XXXX XXXX illegally raised it to. I could not make those payments without severely crippling my house hold. We had an agreement from XX/XX/XXXX to XX/XX/XXXX where I would make a modified payment so I could catch up on my payments AND so Mr. Cooper could research my complaints about the erroneous monthly mortgage amount. They promptly began putting negative remarks on my credit report. I had a XXXX credit score until this time. At the end of XX/XX/XXXX, after making all of the payments as agreed, Mr. Cooper AGAIN locked my account so I could not make payments unless I made a {$13000.00} payment, which was an amalgamation of the erroneous monthly mortgage payment amount. I took out a loan and made the payment. I then confirmed the basis for the mortgage payment they were holding me to. I was informed that it was because my escrow account. On XX/XX/XXXX, I sent a research request to Mr. Cooper to have them reassess my escrow account. To date, I have not received a resolution. The online system continues to require the erroneous mortgage payment and they continue to report my mortgage payments as delinquent because I CAN NOT make the payment they require... it is more than half of my take home pay. They repeatedly say that they will respond to my research request in 7-10 days. They have also stopped responding to my follow up e-mails with a meaningful response. Instead, they send form letters acknowledging my e-mails and telling me again that they will respond in 7-10 days and then don't BUT I get another ding on my credit report. This merry go round is only impacting me. 

CURRENT COMPLAINT : I would first like to address the fact that Mr. Cooper took more than 15 days to respond to my initial complaint. They kept sending me boilerplate e-mails that allowed them time to conduct an investigation that did not dispute my allegations but allowed them time to respond and seem like they addressed my initial complaint. In XX/XX/XXXX, shortly after the changeover from XXXX, I contacted Mr. Cooper and explained in great detail the issues that lead up to the the inflated mortgage payment that I am still battling today. It was a combination of a bad faith insurance payment by XXXX and their persistent efforts to raise my monthly mortgage payment. I filed no less than a half dozen complaints against XXXX from XXXX with the CFPB for their repeated attempts to escrow my insurance and drastically increase my mortgage payment. I had to cancel insurance with XXXX insurance companies, at great expense to myself, to hold these efforts at bay. In XX/XX/XXXX, I found out that my prior homeowners insurance policy was cancelled because XXXX had the insurance renewal paperwork routed to their offices and then did not make the payment. In addition, my insurance broker told me that XXXX made the payment based on the documentation forwarded to them. Once I found out the insurance was cancelled, I tried to obtain a new job to cover the cost of the policy and/or obtain a new policy through multiple avenues but was unable to secure a new policy until XX/XX/XXXX with XXXX XXXX XXXX During this period, I was covered under a policy that bordered on usurious. Once I obtained the policy, I made the first payment and informed XXXX that I obtained a new policy and requested adjustment of my payment amount. They refused and informed me that since my insurance was now escrowed, they would make the payment and adjust my monthly payment accordingly. On XX/XX/XXXX, in an to attempt to stave off the potentially egregious increase to my mortgage payment, I used a credit card to pay the {$1500.00} balance of the policy and informed XXXX accordingly. On XX/XX/XXXX, XXXX made a payment to XXXX XXXX for {$1600.00} and increased my mortgage payment accordingly. I filed a complaint with the CFPB about this series of events in an attempt to have XXXX rescind the payment made to XXXX thereby returning my mortgage payment to the level that it had been for the XXXX period prior to my policy being cancelled. XXXX responded to my complaint, promptly closed the case and then expeditiously sold my loan to Mr. Cooper with ALL of the flaws and stacked charges contained therein. THAT is how we got to the current monthly payment Mr. Cooper seems to think is less than my prior monthly payment. For over 10 years, I faithfully paid $ XXXX. I made that payment by paying {$850.00} biweekly. That is the payment term that was feasible and that I keep trying to return to. But the current {$400.00} increase seems to be the only payment that XXXX and Mr. Cooper will accept. I want an assessment of this comedy of errors that is thorough and fair. XXXX has a history of creating environments that causes people to lose their homes and Mr. Cooper has been a very wiling participant thus far. I have over $ XXXX in equity in my home... .if Mr. Cooper has their way, I will continue to pay for the illegal actions of XXXX and potentially lose my home. This is not equitable or fair...

Company response to consumer: Closed with explanation