Consumer complaint received 2021-01-04
Company: Mr. Cooper Group Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my home in XX/XX/XXXX. The loan dispersed on XX/XX/XXXX and the title company sent the payoff to my current lender, Mr Cooper ( Nationstar ) at XXXX on XX/XX/XXXX. 

I noticed on my settlement statement that the interest was calculated and collected through XX/XX/XXXX so I expected I would get a refund of those days of interest ( {$61.00} ) from Mr Cooper, a refund which never came. 

I contacted the title company to verify what payoff amount was sent and asked for a copy of the payoff and wire detail. The payoff showed that the dollar amount sent to Mr Copper was through XX/XX/XXXX. 

I had tried to reach Mr Cooper several times but wait times were long and I had to hang up because I was out of time to hold. 

On XX/XX/XXXX, I finally was able to reach Mr Copper. I spoke to XXXX, who was trying to help but disconnected us and did not call me back. 
I called back in and this time spoke to XXXX who told me that it was not credited until XX/XX/XXXX. When I inquired as to why, she said thats just the day they received it. I told her this was impossible as the title company sent the wire to them on XXXX. She said she could not help me change it. I was directed to the escalation team and asked her to transfer me. I was on hold so long I had to hang up. 

XXXX I called Mr Cooper once again and asked for the escalation team. I was connected with a gentleman whose name I do not have any longer. He told me it was credited on XXXX because that is the day XXXX XXXX posted the wire. I asked how that could be because they received the wire on XXXX. I told him I am looking for a refund of the 4 days of interest from Mr Cooper. He said this is when it was credited and he can not change it. There is no refund. 

I called back on XX/XX/XXXX, thinking I may get someone who knew better and once again asked for the escalation team. I spoke to XXXX, explained my situation, told her I had proof from the title company as to when wire was sent and she gave me an email address to send the wire detail to. She explained that I would hear back from them within 7-10 days as to their findings. 

I sent the email to XXXX at XXXX on XX/XX/XXXX I never heard back concerning the email I sent as to what their findings were. I called in to follow up on this issue on XX/XX/XXXX. 
XXXX informed me there would be no refund, that XXXX XXXX did not credit the wire until XX/XX/XXXX. When I asked how this could be when they clearly had it, he explained that it is what it is. 
I asked to escalate to his superior and he said he filed it and that they would respond back to me within 72 hrs. I have never heard from them. 

Mr Cooper and XXXX XXXX have stolen money from me. I am sure this goes on all the time. They are holding payments and collecting interest for a few days, lining their pockets thinking the public wont notice or not think {$60.00} is worth fighting them for! 

XX/XX/XXXX was a Friday, the wire was sent 1st thing in the morning, it should have been credited that day, but giving them the benefit of the doubt since it was a Friday, it may get credited Monday at the latest. BUT in fact, they did not credit it until Tuesday XXXX.

Company response to consumer: Closed with explanation