Consumer complaint received 2019-11-20
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dear Sir or Madam - I am reaching out for assistance from the Consumer Financial Protection Bureau because I am having a very difficult time with the two companies who have serviced my mortgage. I have spent at least 5 hours  on the phone with them trying to resolve the error, have sent follow up e-mails and I cant seem to get any one to actually help. The heart of the issues is I have made mortgage payments, the funds have cleared my bank, but they are not being shown as being paid against my mortgage. 

On XX/XX/2019 I refinanced an existing mortgage with XXXX XXXX  ( XXXX ). The total amount of the new mortgage was {$400000.00}. The First payment was due on XX/XX/2019. The company servicing the loan was XXXX  XXXX XXXX. 

I made payments to XXXX  XXXX XXXX on XX/XX/2019 of {$10.00} and XX/XX/2019 of {$3200.00}. The details of these payments are shown in the XXXX billing statement from XXXX  XXXX  XXXX, see attached PDF XXXX   XXXX  XXXX  - XX/XX/2019 Billing Statement. As additional support I have also attached my bank statement from XXXX showing the funds come out of my checking account, please refer to attachment Bank Statement. 

Shortly after making these payments I received notification from XXXX XXXX XXXX that my loan would begin being serviced by Mr. Cooper effective XX/XX/2019. Please refer to the attached PDF XXXX  XXXX  XXXX  - Notice of Mortgage Servicing Transfer. After receiving this notification I did a XXXX search for Mr Cooper and created an online account with them so I could access by information. After gaining online access to Mr. Cooper I noticed they were attempting to service my mortgage effective XX/XX/2019 about 22 days sooner than XXXX XXXX XXXX said it would. Please see attached PDF Mr. Cooper - Welcome Letter. 

I received a statement from Mr. Cooper for XXXX, see pdf Mr. Cooper - XXXX Statement and it did not reflect the payments I made to XXXX  XXXX  XXXX   on XXXX and XX/XX/XXXX. I reached out to Mr. Cooper and told them about the payments to XXXX  XXXX XXXX, and provided my statement as support. I requested that they work with XXXX  XXXX XXXX to have the funds transferred to them and update my account accordingly. The response I got to this request is in the attached PDF entitled Mr. Cooper - Written Response to Complaint XX/XX/2019. It basically states that they have no record of the payments and asked me to provide additional documentation to support my claim. 

I have followed up with additional e-mails and have been on the phone with Mr. Cooper several times to discuss this issue. On two separate phone conversations with a Mr. Cooper representative we called XXXX  XXXX XXXX and spoke with a representative together to confirm what I was saying was accurate. Despite this, they are yet to update my records reflecting all payments made. In addition, is seems that XXXX  XXXX XXXX has failed to provide Mr. Cooper with all the records and funds associated with my mortgage. 

I do not know what else I am suppose to do to get this straighten out. It is not fair the agents serving the mortgage changed hands and they are not properly coordinating with each other. They have my money and are not showing it as applied against my loan. 

Please help me get this sorted out.

Company response to consumer: Closed with explanation