Consumer complaint received 2023-01-20
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Im reaching out in need of assistance in seeking immediate resolution to an error by XXXXMr. Cooper Mortgage. My previous mortgage company, XXXX XXXX, which I purchased my home back in XXXX of XXXX, had transferred my mortgage to XXXXMr. Cooper approximately in XXXX of XXXX. Since then, I have made mortgage payments on time ( if not early ), only for them to receive my payments, acknowledge receipt of my payments, then reverse my payments and send me notices threatening default and possible foreclosure. Ive made several attempts to resolve their error, including early payment, successful autopay setup, a written letter explaining the error, several phone calls to customer service, and re-paying my monthly mortgage amount after they failed to apply payment to my payment. It has resulted in two Notice of Pre-foreclosure Option Letters I received, one on XX/XX/XXXX and another on XX/XX/XXXX. 


Ive tried twice to pay my mortgage since XXXX. I submitted a payment on time for XX/XX/XXXX, only to have it credited back and told that I havent paid. I was never alerted about this. At the beginning of XXXX, I noticed that my mortgage auto payment had not been taken out of my account. I logged into my XXXXMr. Cooper online account to check the status. At that time, my payment for XXXX and XXXX was showing as past due. I went back and paid for XXXX and XXXX in the amount of {$5600.00} and called XXXXMr. Cooper to verify that I was not going to be penalized. At that time, I was told that it was indeed received and that I would not be penalized for it. I re-set up auto payment as a preventative measure in the future, and the setup was acknowledged by their automated system as successful. 


Around the same time when I made my payment, I received a Notice of Pre-foreclosure Letter in the mail with a threatening message stating that I needed to consult with a counselor or attorney to avoid default/foreclosure. Although I knew that this was written before I made my recent payment, I called again to verify that my payment was received and was told that as long as my payment had shown as received on my XXXX  account, I was fine and that they just needed time to process the payment. My online account had indeed shown that the payment was received back on XX/XX/XXXX for the full amount of {$5600.00} ; however, I continued to monitor my bank account every day to ensure that the money would be deducted from my account. 
When I noticed that it wasnt taken out, I called customer service again. I was told that it was fine and that they were still working through the transition as Mr. Cooper and XXXX XXXX had taken over XXXX XXXX  ( my former carrier ). 


I continued to check my account daily, only to find that they still failed to take the payment from my bank account. I tried calling numerous times to ask why, but I could not get past the automated machine to speak to a representative. I decided to message XXXXMr. Cooper on the XXXX of XXXX directly from my online account as well as mail a letter about my concerns that they continued to fail taking money from my checking account. 


I woke up on the XXXX of the XXXX and checked my online account only to see that my mortgage payment status changed from showing as paid and up to date, to showing as past due for both XXXX and XXXX mortgage payments. I noticed that the full amount I had paid had, once again, showed on Mr. Coopers records as credited back. I continued to receive numerous emails notifying me of delinquent payments on XX/XX/XXXX. As like previous notifications, there was no reason explaining this. 


I then began receiving debt collector messages on my phone only to receive an automated message warning me of my delinquent payment with an immediate hang-up. I called the number back, making several attempts to use keywords to get the automated system to transfer me to a representative, instead of continually getting looped back to the automated machine. I waited several minutes to get through. I was even offered to receive a call-back when a representative would become available. I did not want to get dropped from the call, so I waited. Finally, a live representative answered the call, asked who she was speaking to, what the property address was, and what my social security number was. Once I provided that, the call disconnected. 


I received another Notice of Pre-foreclosure Options Letter again on XX/XX/XXXX. Now I fear that you will penalize me for your mistake and that my credit will be severely impacted. I have screenshots and downloaded copies that I made my payment and that it was accepted. For me to see that they failed to correctly process payments after several attempts to make them has put me in a state of panic. 


I just purchased my home after having spent 8 years of my life rebuilding my credit after my divorce. For this to happen makes me upset, fearful, and untrusting of how future payments will be handled as well as how it will affect my credit. Im desperately in need of assistance from a third party to correct this mistake I appear to have no control over. Ive even made all possible efforts to pay them, notify them, and provide them with all my bank account information to automatically prevent it from happening again. 


I am hoping to find support requesting prompt correction and written documentation that this has been handled from XXXXMr. Cooper. I made another payment today ( XXXX XXXX ) for the entire amount of {$5600.00} and received confirmation through email that it was received ; however, I can not continue to have the same pattern happen and risk losing my home. You assistance would be greatly appreciated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation