Consumer complaint received 2020-08-11
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I have a VA loan with Mr. Cooper mortgage. I paid off my loan on XX/XX/XXXX and have never missed a payment on any mortgage in 14 years. Because I refinanced my VA loan through Mr. Cooper in XX/XX/XXXX, I had to agree to escrow my taxes and insurance. On XX/XX/XXXX Mr. Cooper sent my insurance company, XXXX, a payment for {$4000.00} from my escrow account to pay an insurance bill that was due on XX/XX/XXXX. This was done via a bulk check payment to XXXX for approximately XXXX other homeowners bills being serviced by Mr. Cooper with payments due to XXXX. On XX/XX/XXXX I paid off my mortgage due to the sale of my home. I have spent the past 3 weeks attempting to track down the " missing '' {$4000.00}. After several phone calls to XXXX, it was confirmed that they had no record of the payment or check. I called Mr. Cooper twice the week of XXXX the first representative was unable to help me. The second representative confirmed that the bulk check was sent and it was not cashed. She suggested I call on XX/XX/XXXX, which would be 30 days past the check issue date, at which point it could be cancelled. 
Today, XX/XX/XXXX, I spent 2 hours, on 2 separate phone calls, with Mr. Cooper. The first representative could not help me and finally suggested that she should call XXXX direct to see what happened and asked me to hold. I gave her my phone # incase we got disconnected and proceeded to wait on hold for XXXX0 minutes ... At the one hour mark, the Mr. Cooper hold music stopped and the call hung up. I waited 2 hours for the representative to call me back and she did not. I called again and spent 58 minutes on  the phone with another representative who told me the last representative hung up with XXXX because the wait was too long ( never got a call back XXXX. I asked repeatedly to be escalated to a manager and she asked repeatedly in her " group chat '' for a manager to get on the phone with me and no one responded. She was finally able to figure out that the check was stopped but could not answer when I may see the missing escrow $ back or what department would be responsible for issuing a check to me. I actually felt very bad for her - she was doing her best with absolutely no support internally. 
Mr. Cooper is one of the largest US lenders and servicers of US government backed loans. They are PAID to service loans for customers and my issue should have been fixed on the first phone call. Employees are not empowered to own customer problems and instead hope the customer hangs up and the next representative has to deal with the issue. 
My husband is a 23 year XXXX XXXX veteran and I work with mortgage product so I am fortunate to understand how lending and servicing works and to have a job that allows me to spend this amount of time on the phone with Mr. Cooper to resolve this issue. I can not even imagine what this would have been like for a person without financial expertise, perhaps with a spouse on a XXXX and multiple children at home ( I have been there, I know ), to understand this issue and continue to follow up on it. Frankly, they may not have even realized they were missing escrow money. 
I would have expected much faster resolution from Mr. Cooper and to never be in a position to be begging for resolution on something they are paid to be responsible for. I am filing this complaint so they can address their customer service department.

Company response to consumer: Closed with explanation