Consumer complaint received 2019-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Mortgage servicing Company : Mr. Cooper ( " Cooper '' ). 

A foreclosure action was scheduled for XX/XX/XXXX at XXXX XXXX In an effort to save the home, contact was made with Cooper to determine if payment to reinstate the loan could be arranged or a full payoff of the loan was possible. The indication was that these options were available. A request for both a payoff quote and reinstatement amount was made on XX/XX/XXXX. A payoff quote in the amount of {$19000.00} was provided on XX/XX/XXXX, over the phone. Although I had been promised a fax within a day of the request, no fax with the payoff quote was ever sent. Nevertheless, I was assured on XX/XX/XXXX that the payoff amount was correct and payment, via wire transfer would have to be made prior to the sale taking place. 

A payment in the amount of {$19000.00} was made to Cooper, via wire transfer, on XX/XX/XXXX, prior to the auction. Cooper and the Trustee, XXXX XXXX, were notified immediately, and the sale was halted. I made it clear that I still wanted the written quote and assurance that the loan was paid in full, in writing. On XX/XX/XXXX, Cooper, through XXXX   notified me that the loan was not paid off and they needed to speak with me. When they were contacted, I was told that I still owed over {$3000.00} to payoff the loan. I re-requested the payoff quote previously requested on XX/XX/XXXX, and also made the request via internet ( Cooper Website ) on XX/XX/XXXX. I have received no response to my request. I did receive an email after contacting Cooper on XX/XX/XXXX, which contained the Cooper response to my " payoff '' request and i is attached as " payoff amount ''. It states no amount is due to payoff the loan. 
The statements provided by Cooper do not coincide with what is shown on the Miscalculation of interest and unknown other " charges '', as indicated on website payment information. 

Refusal to provide a written loan payoff statement upon request - The request was made on XX/XX/XXXX for a payoff quote misapplication of payments resulting in late fees : Excessive and incorrect " reversal '' of payments resulting in extra fees. Some payments applied to principal and interest were reversed and applied in an unknown manner ; I have attached a statement dated XX/XX/XXXX for your review. It indicates that credits to principal were included in my statement. I did not receive that portion of the statement. The credits were to go to the payments in the following months as discussed with Cooper. 

Charges to my account indicated as " other '', which are impossible to determine where the amounts were applied. Excessive charges to account designated as other ; Escrow documentation is not understandable and shows large deposits and Withdrawals from escrow. Of course, the result is that the payment increases to an unreasonable amount. The 2 items in escrow are as follows ( pretty simple ) :  Property taxes ( XXXX ) and homeowners insurance ( {$700.00}. I have been required to pay to Cooper the amounts that I have paid directly.

Company response to consumer: Closed with explanation