Consumer complaint received 2023-11-26 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: NY

Complaint narrative:
My mother, the owner of the property has passed away and now I have the property, but seeing as she's passed away a tenant has decided to stop paying. So I've fallen behind on payments. Now, because the mortgage company takes so incredibly long to remove the funds from my account, sometimes there won't be enough money. Then sometimes they'll take the funds on time then return it... I've called and tried to resolve this but they act very unprofessional and will not give me a real answer. From all this, I've fallen a bit behind. I'll be more financially stable once those tenants are gone, which is well on its way through court, so I make partial payments, by a certified cashier 's check by priority mail. I sent them 2 partial payments a couple months from each other, which should have brought everything current. 

On the second check about a month later, I called to make sure everything was current and the foreclosure had ended and told me they accepted the first partial payment and this brought the account down to 2 months. The next check I sent them, on XX/XX/XXXX, they said they shredded it because I sent it to the wrong place. I had to cancel the cashier 's check. I was able to reissue it on XX/XX/XXXX, and send the cashier 's check, certified, to another address. I checked back in with them, by XX/XX/XXXX and they told me the first check wasn't the full amount they continued with default proceedings. Now, they told me, the foreclosure proceedings have begun and they won't accept anything except the full amount. Despite me telling them that according to the Consumer Financial Protection Bureau, they are meant to hold the partial payments in a suspense account and once it has accrued the full balance, it will be applied to the default amount, they said they shredded the partial payment and said that they'll foreclose within 6 months. 

I've finally got the full balance, plus a month to them, in a certified priority mail check on XX/XX/XXXX. They told me on the XXXX, they won't accept it because it's hand written. I don't know what to say and I don't know what to do. They're making it impossible to pay them and at the end, I have been doing what I need to do to make sure I'm keeping up in this difficult time, and they seem to be making every single excuse possible not take take the money I am sending them. Even in full. 

And I know that bringing the house down to 2 months late would have brought the house out of default but they continued, even though they accepted the certified check. No where on their statements in the " payment options '' section, is there anything about the check having to be a cashier 's check. Are they trying to be difficult for long enough so they can foreclose? They are using every excuse in the book not to accept the payments I am sending them.

Company response to consumer: Closed with explanation