Consumer complaint received 2023-01-06
Company: Mr. Cooper Group Inc.
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We made a payment on XX/XX/XXXX and received an email confirming the payment. This was for the mortgage payment due XX/XX/XXXX. 

On XX/XX/XXXX, we logged in to make the XXXX payment and saw that there was a past due balance. The payment had been reversed on XX/XX/XXXX. When I contacted Mr Cooper via their online messaging portal, the response I received was that it was reversed due to not being able to find the account number : " Our records indicate that the last payment received on XX/XX/XXXX, was unable to be processed as the account was not able to be located, which resulted in the payment being reversed. '' I submitted a follow up message because we have made a payment with that same bank account before and it's worked fine. In the follow up message, we were told it was due to NSF : " Our records indicate that the last payment received on XX/XX/XXXX, was unable to be processed Insufficient funds, which resulted in the payment being reversed. '' That's also not true. There were sufficient funds. So this morning, XX/XX/XXXX, I called to find out what was going on. We had made a payment on XX/XX/XXXX for the amount that was past due. I made another payment on XX/XX/XXXX for the XXXX payment. I was told that the issue was not due to not being able to find the account number nor due to NSF, but due to an error with Mr Cooper when switching payment processing providers in XX/XX/XXXX. 

For all three payments, I have received XXXX emails stating 1 ) that the payment was received and that 2 ) the payment was posted. For the reversed XXXX payment, there was no email, mail, nor any notification that the payment had been reversed. There was also no email or other notification from Mr Cooper in general that they had issues processing payments in XXXX as this affected every customer according to the service representative I spoke with. When I asked for an email or statement confirming that my account was up to date and paid, the representative stated that she could not do that. 

I expressed to her my concern that we hadn't been notified of the reversal or any payment processing issues. Further, I was concerned that the last XXXX payments on XX/XX/XXXX and XXXX showed as received and posted, but did not show as being processed by my bank, even in a Pending status. She assured me that they showed processed on her side but would not give me an email or a statement otherwise. 

I'm concerned that this could lead to my mortgage going into arrears and potentially being foreclosed upon given this issue and that no payment attempts have been showing with my bank. She did offer to send an email to a response team that may be able to provide me a letter or email stating that my account is in good standing, but that it could take up to XXXX days for that if they can do it at all. 

My complaint then is that 1 ) we were not notified of a reversal of payment so that we could resubmit, 2 ) that no notification was sent to the customers of Mr Cooper that there were payment issues in XXXX, and 3 ) That I can not get confirmation from them other than their word that my account is up to date.

Company response to consumer: Closed with explanation