Consumer complaint received 2024-02-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Mr. Cooper, through XXXX XXXX, continues to lie in their responses, and I will continue to report this company until CFPB sues on my behalf or until my lawsuit is filed in XXXX XXXX XXXX. 

In her most recent response dated XX/XX/XXXX under complaint # XXXX she continues to lie and make up responses so here is my new complaint. All existing issues still continue, and no resolution has been provided. 

XXXX ) XXXX XXXX states the {$500.00} appraisal fee was charged XX/XX/XXXX ( ironically the same day my bankruptcy was filed they tacked on this fee ), however based on the complete transaction history supplied by Mr. Cooper this fee is nowhere to be found until the loan was transferred to Mr. Cooper. I was never advised nor the courts of this fee. Please point out on the attached Mr. Cooper ledger where this fee is listed? The transaction history goes back to the start of my loan, but ironically there are no {$500.00} fees shown as XXXX XXXX claims. 

XXXX ) XXXX XXXX states a {$170.00} title examination fee was also charged and was incurred prior to me filing for bankruptcy. Please point out on the transaction history provided by Mr. Cooper where this fee is listed? If it is a charge that was incurred prior to bankruptcy or even during the start of the bankruptcy proceedings these fees would be shown between XX/XX/XXXX and XX/XX/XXXX when bankruptcy was filed, yet again I see no fee listed on the transaction history supplied by Mr. Cooper. 

XXXX ) Please address the issues servicing of my escrow account. I pointed out it was not done correctly causing me to be overcharged for months and the {$2000.00} refund received from the new servicer, yet XXXX XXXX did not address those issues. 

XXXX ) XXXX XXXX admits in her response that I was incorrectly charged a {$1200.00} filing fee but goes on to state a refund of only {$350.00} will be issued. If I was incorrectly charged {$1200.00}, paid the {$1200.00}, how is it the refund is only {$350.00}? Did you discover a new charge and tack it on? And why after reviewing the email from my bankruptcy attorney who clearly stated the entire motion to include the {$850.00} in attorney fees is being ignored? Are you stating my bankruptcy attorney was not being honest in the attached email where he clearly states this {$850.00} fee should have been removed? 

XXXX ) Why did Mr. Cooper not communicate these fees to the XXXX program as required? 

XXXX ) I asked for a breakdown of all the fees transferred over to XXXX. I attached the XXXX ledger. While I received a response on where the {$500.00} appraisal fee came from ( disputed above ) no response was provided on where the {$600.00} bankruptcy fee, {$140.00} attorney fee, {$110.00} bankruptcy fee, or any of the other fees Mr. Cooper sent to XXXX ( displayed on XXXX transaction history ). 

XXXX ) Please provide me with a copy of the appraisal I was charged {$500.00} for. It can be mailed to me or emailed. As per the notes on my Mr. Cooper account you will see where I have requested this appraisal before and never received it. Does it even exist of is this just another fake charge you added on? 

BOTTOM LINE : NONE OF THESE FEES SHOW ON THE MR. COOPER TRANSCATION HISTORY " THEY '' SUPPLIED. WHY? NO {$500.00} FEE ON XX/XX/XXXX. NO TITLE EXAM FEE OF {$170.00} TO XX/XX/XXXX. 

PLEASE OPEN A LAWSUIT AGAINST THIS COMPANY. THEY ARE CONTINUING TO ILLEGALLY CHARGE CUSTOMERS AND HAVE NOT FIXED THE PROBLEMS SINCE THE CFPB LAST SUED THEM. 

PLEASE HELP THIS XXXXXXXX XXXX GET ANSWERS. AFTER A YEAR MY NEXT POINT WILL BE TO MAKE SOCIAL MEDIA POSTS CALLING OUT XXXX XXXX AND MR. COOPER BY XXXX XXXX NEEDS TO KNOW HOW THIS COMPANY AND ITS EMPLOYEES TREAT VETERANS. ENOUGH IS ENOUGH!!

Company response to consumer: Closed with explanation