Consumer complaint received 2019-09-11 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
Nationstar /dba `` Mr Cooper '' in XXXX , TX , is the servicer on our mortgage, passed to him by XXXX a couple of years ago when XXXX got out of the mortgage business. When the mortgage changed servicers, we received letters from XXXX and Mr Cooper, both stating that nothing else will change other than who collects our mortgage loan payments. This statement held true until a couple weeks ago -- Mr Cooper has unexpectantly raised our monthly payment from {$1000.00} to {$3800.00} effective XX/XX/2019! Our HARP loan ( investor XXXX XXXX ) was based on our social security income which is less than the new monthly payment and Mr Cooper has been informed of this and that we can not pay the new amount. We have a Tax Deferral - Over XXXX - Homestead Exemption officially issued by our county on our homestead. It allows a homeowner age XXXX or over or XXXX, to defer ( postpone ) paying delinquent property taxes on a homestead for as long as you own it and live in it. After you leave the house or die, the delinquent taxes plus interest ( currently 5 % ) become due within 180 days. The deferral applies to delinquent property taxes for all of the taxing units that tax the home, ( three for us - county, school, and water ). Since we had sold our old house and applied a large down payment in this house, we were allowed to handle our own property taxes. Our equity is estimated by Mr Cooper to be {$230000.00} which is {$59000.00} more than the {$170000.00} payoff of our loan ; therefore, the risk is extremely low for the investor. XXXX and Mr Cooper set precedence on our account since both previously accepted the tax deferral and we would furnish them annual updated tax statements from the three agencies ( total {$22000.00} for XXXX ), however, this year we are faced with Mr. Cooper 's shenanigans. He took it upon himself to set up an escrow on our account ( Mr Cooper employees pointed to the outsourcing company in California named " XXXX '' ) to pay the {$22000.00} plus added another {$11000.00}???? and prorated it over 12 months into our house payments. I have kept a record of dates, phone calls, emails, etc. with names and responses from Mr Cooper 's reps. if needed. We have been given such a runaround transferring us from one person to another, putting us on hold for long periods of time, saying they will get back to us but don't. When this happens with such a serious issue that we have, it's hard to keep from thinking that Mr Cooper is out to steal our house from us. The communication within this company is just terrible! We just got their response letter on XX/XX/2019 to our research request emails we sent asking for expedited research regarding this issue. The letter came from Mr Cooper at the XXXX, CA ( " XXXX '' location ) address. This is an example of what we have been dealing with : ( This is their research reply from the last email I sent after we got the big escrow statement with our payment raised to almost {$3900.00} a month ) - " We have received your response to our request for valid proof of property tax payment and we have confirmed and verified that the property taxes and/or assessments are now current. '' " Thank you for your assistance in resolving this matter. '' We are so exhausted from dealing with them since ABSOLUTELY NOTHING HAS BEEN RESOLVED! We have complied with what Mr Cooper Customer " Reps '' who " represent '' Mr Cooper have advised us to do ( e.g., ask the taxing authorities to send the money back, make sure each authority have us as " Tax Deferred '' on their system, send emails, etc ). We have gone from the Appraisal Office to each taxing authority and back again -- They are very agreeable and want to help. But when we called Mr Cooper to tell them they will give their money back, they had yet another excuse. We are just tired and don't know what else to do other than go outside Mr Cooper for help since they sure haven't eased our fear in any way. 

We may be over XXXX but we still have our thinking ability. I have over 40 years industry experience -- I am a retired XXXX and XXXX XXXX XXXX. With very little time spent researching Mr Cooper on the internet, I am exhausted from reading thousands of complaints about this company! By the way, Mr Cooper is not a person - According to the internet, he is just a bowtie-wearing avatar.

Company response to consumer: Closed with explanation