Consumer complaint received 2022-01-11
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my home loan recently with XXXX. As soon as it closed, my loan was sold to Mr. Cooper.

At no point prior to my first payment being due did I receive any communication from Mr. Cooper. No loan number, no monthly bill, etc. I attempted to pay XXXX  with information they provided at the closing of my loan more than a month beforehand, but they informed me no to pay them, but instead to pay Mr. Cooper.

I reached out to Mr. Cooper well in advance of my first loan payment being due, spending over 2 hours trying to set up an account and get a loan number to pay. They insisted that I had already had a previous loan with them and they could not disclose information to me until I confirmed my previous loan details. After an additional phone call and more than 6 hours in total, I discovered that they were referring to a loan I had with Nationstar Mortgage, and that it is the same company, and that they Mr. Cooper is their DBA alias. 

During the " new account '' set-up process, I was informed that they can not send emails to set up accounts or reset passwords to XXXX email addresses. ( My only email address is a XXXX email address. ) It took another half hour to set up an account and get the presumed correct information. 

I was able to successfully log in to make my XXXX payment. In XXXX, my account access stopped working. ( I am emphatically positive that the correct credentials were used to log in. ) When I called customer service, they insisted that my new loan number was not valid and the only loan associated with my SSN was the previous, fully paid loan. After a lengthy wait, I was able to get a password reset for my account. 

However, the next month, when it was time to pay, the username and password again do not work. I spent more than 3 hours in 6 phone calls waiting on hold after the " call you back '' feature failed to result in a call back after 3 days of waiting. 

While I continue to make my payments, I am not able to access my account to verify the amount due each month, access upcoming end-of-year tax documents, etc. Each time I have spoken with a representative, each has confirmed that they can not work with XXXX email address and " really prefer '' us to set up a different email account just for Mr Cooper. 

In total, I have spent more than 20 hours of my time waiting and not speaking to a person over the past 3 months. This is not fair and should not be allowed to continue to happen. I have attempted more than 30 password resets for my account, and no password reset email has ever been received, including in my Spam and Trash inboxes. 

If this were not enough, I have received voicemails stating that I owe additional monies for escrow accounts for two types of insurance. I do not have an escrow account and pay them on my own ; my insurance has been in tact for more than 5 years without lapse. 

Additionally, I have yet to receive a monthly statement/amount due, aside from the month of XXXX. However, I still get voicemails and emails stating that they are trying to contact me because of my approaching due date. ( The calls and emails flood in after the mortgage is not paid by the XXXX of the month. Unfortunately, due to the nature of my job, I am unable to receive calls during business hours and must plan my phone calls to them. )

Company response to consumer: Closed with explanation