Consumer complaint received 2022-04-29
Company: Mr. Cooper Group Inc.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My wife, XXXX, and I refinanced our home with XXXXXXXX XXXX in XX/XX/XXXX to get a better interest rate and lower our monthly payments by extending from a 20 year to a 30 year mortgage. In our closing documentation, it stated/states that our first payment on our new mortgage through XXXX was due on XX/XX/XXXX. 

After closing, I was able to set up my account for XXXX XXXXXXXX XXXX, where I could make payments on my loan. Unfortunately, once logging into that account, it showed we had our first payment due on on XX/XX/XXXX. I immediately reached out to The XXXX XXXX and XXXX XXXX regarding this discrepancy. The associate I spoke with agreed that the issue was on their side and they would try to resolve. However, they also said my the loan had been sold to Mr. Cooper. This transition was happening quickly and the payment problem may not be resolved before moving to Mr. Cooper. XXXX XXXX XXXX said they would make a note on my account for Mr. Cooper. 

After receiving physical mail and then opening my online my Mr. Cooper account, I noticed the error had not been fixed. I don't have record of my first communication with Mr. Cooper on this incident, but the representative I spoke with asked me to email XXXX with the details of the problem. I did so on XX/XX/XXXX and also including a screenshot from my closing documents with the XX/XX/XXXX first payment date. I received a follow-up email from the Research and Response department on XX/XX/XXXX. In summary, the document I received stated they were aware of the situation, would try to resolve it, and I would hear from them if it could not be resolved. 

I have never heard back from them or any other department on this and the issue remains unresolved. Since that response, I have made my monthly payments to be processed at the beginning of each month ( XXXX, XXXX, XXXX, XXXX, and XXXX ). The account still shows that my payments are one month behind. 

I have made contact since then with Mr. Cooper on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and today ( XX/XX/XXXX ). Below is a synopsis of what occurred in each of those communications : XXXX Email sent to XXXX with my closing documents from XXXXXXXX XXXX that stated my first payment was due on XX/XX/XXXX. 

XXXX Received email response from Research Outgoing. Document said further communication would be made if my issue was not resolve. Have never received follow-up communication. 

XXXX Spoke with XXXX through their Live Chat. He confirmed that they received my email and it was processed by their Research department on XX/XX/XXXX and it had been forwarded to the Master Audit Department for review. It also states that if the request could not be accommodated, a follow-up would occur " under separate cover. '' XXXX I called their phone support and set up a call-back for that day. A call-back never happened XXXX I spoke to a representative through their Live chat. I was told the issue was still being looked at. I requested to speak with a manager. I was told a manager would call me within a few minutes. I never received a phone call from anyone. 

XXXX I spoke on the phone with customer service. I was told that my request had been escalated and it would be fixed in 5-10 days. It was never fixed. 

XXXX I called and my call was escalated to a different department. I spoke very briefly with them and they said the issue had been resolved, which it was not. They still are under the assumption that my first payment was due in XXXX. My closing documentation shows first payment in XXXX. I have made 2 payments, XX/XX/XXXX and XX/XX/XXXX. All payments should be up-to-date, but they are showing 1 month behind. 

I then spoke to XXXX XXXX XXXX and explained the entire process again. She stated she saw the problem and escalated the ticket to someone that could solve the problem. She said it should be resolved in XXXX and that any late fees or issues with my credit would be reversed. I asked for her contact information so that I could easily follow-up. I have both an email and phone number. 

XXXX I sent email communication to XXXX XXXX XXXX to follow-up on the issue. Part of her short response said " The loan was supposed to be only rolled over one month not two, therefore the next payment due is XXXX. '' XXXX I sent a follow-up email to XXXX XXXX XXXX XXXX again sharing my closing document that showed the XX/XX/XXXX date for first payment. I asked her how they could change the payment schedule that was in my contract. I have never received an email response. 

XXXX I called XXXX XXXX XXXX and left a voicemail requesting follow-up. She has not returned my call. 

XXXX I called their customer service line and spoke with a new representative, XXXX. She said she would escalate the issue and reach out to acquisitions. She also said she would directly follow-up with me on a resolution. She removed the late fee on my account and I made a payment. I have not had any further communication from XXXX. 

XXXX ( today ) I spoke to XXXX from Texas via Live chat. XXXX noticed the error with my account and escalated to management. She told me to go ahead and make a payment and to leave off the amount of the late fee as she could not personally remove it. She apologized for the error several times and promised it would get resolved. I requested a follow-up email or phone call for when the issue is resolved. She asked for my email, which I gave. She said it would take 5-10 business days to reach a resolution. 

On all of these communications, I mentioned my concern about late fees, my credit being impacted, and that I was receiving weekly phone calls and emails about being behind on payments and possibly being pursued by debt collection. I am still receiving these emails and phone calls. 

I do not have a copy of all my communications with Mr. Cooper, but I imagine they have notes on my account for all of them. I am attaching those that I do have to this document, along with the page from my XXXXXXXX XXXX closing paperwork that shows my First Payment due on XX/XX/XXXX and not XX/XX/XXXX. I am also attaching a record of my payment history from my account. This does not yet show my XXXX payment ( it has not yet been processed ), but I did make that payment today XX/XX/XXXX.

Company response to consumer: Closed with explanation