Consumer complaint received 2019-12-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
This complaint is a continuation of the complaints I've submitted this year to Mr Cooper, Seterus, XXXX and Fannie Mae regarding the problem caused by Seterus mortgage servicing from XX/XX/XXXX to current. Seterus is no longer operating, but the problem they caused is carried over by Mr Cooper.

I have made a number of verbal requests with no results so here is the latest update and documented proof, 1 ) The XXXX XXXX, attorneys representing XXXX, Fannie Mae and Seterus are bullying me, the homeowner. In their written communications, they make numerous false statements and threats including, " ... been in default since XXXX ... '' and " you have been non-responsive ''. The communication is so false, it is harassment. They claim in their letter they have tried to reach me. This is not true. See my uploaded extract report of phone calls to me from area code XXXX for the year XXXX ( exhibit A ) ; there are none. See sample extract for calls from XXXX area code showing calls to my main contact phone number XXXX ( exhibit B ) ( I will also try to upload a report on the number of times I phoned the XXXX Firm office, at least 8 times this year ). THIS ALSO IS A VIOLATION OF CALIFORNIA CODE OF CIVIL PROCEDURE 430.41 a requirement to meet and confer prior to motions such as demurrer. And they claim that demurrers were sustained in their entirety ; also not true. I have a leave to amend by XX/XX/XXXX, see my pleadings emailed to Mr Cooper two weeks ago on how I will amend my good complaint.

2 ) Mr Cooper needs to conduct an internal accounting and correct mortgage statements that incorrectly reflected 3 months due. They stopped mailing statements in XXXX and I need a corrected mortgage statement so I know how much to pay. I have no doubt, as someone with education and professional work experience in finance and accounting, these Seterus problems are causing Mr Coopers late payment reports, ( ie. ) the 60 day late in XXXX, to the credit bureaus this year. 
3 ) Lastly, the other documents I am submitting with this complaint should prove to Mr Cooper and Fannie Mae, Seterus caused a problem I would describe as " A CONTRACT TORT ". See my fax written demand, apply surplus to the mortgage. See Seterus response dated XX/XX/XXXX which included an undated explanation how a surplus can be applied when current. Please see credit bureau reports for XX/XX/XXXX, and my mortgage statement for XX/XX/XXXX. I was current when Seterus received my instructions to apply the surplus to the mortgage. See also my tax statement from XXXX county. 
4 ) regarding the 30 day late reported XX/XX/XXXX - XX/XX/XXXX, I have bank statements showing the check in Seterus ' possession, that was never re-presented or returned to me, was good. 
IN CONCLUSION : this is a CONTRACT TORT. Seterus was in receipt of my money, in excess of what they had accurately billed me. had no good cause to retain and refused to apply or refund per my written instructions of XX/XX/XXXX.

Company response to consumer: Closed with explanation