Consumer complaint received 2023-11-28
Company: Mr. Cooper Group Inc.
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Loan sold or transferred to another company

Complaint:
I am writing this complaint against Mr. Cooper, a mortgage servicing company, regarding a serious and unresolved issue with the transfer of my mortgage from XXXX XXXX. 

On XX/XX/2023, I received notification that my mortgage had been sold to Mr. Cooper. Despite this transfer, I had already made the XXXX payment to XXXX XXXX. Recognizing the potential issue, I promptly contacted both XXXX XXXX and Mr. Cooper on XX/XX/2023, seeking clarification and assurance that my payment would be correctly posted to Mr. Cooper. 

Assurances were given by representatives from both companies that the payment would be properly transferred and posted to my new account with Mr. Cooper. Regrettably, it has now been over a month since my initial contact, and the issue remains unresolved. 

I have made numerous attempts to rectify the situation, including sending multiple emails seeking verification of my payment, engaging in online chat sessions with Mr. Cooper representatives, and making multiple calls to Mr. Cooper 's Customer Service. Unfortunately, my efforts have been met with frustration, and the issue persists. 

What exacerbates this situation is that I am now unable to make my XXXX mortgage payment to Mr. Cooper due to the lingering problem. My online profile indicates that the XXXX payment is still due, preventing me from proceeding with the necessary XXXX payment. This situation is causing significant stress and concern as it puts my account in jeopardy of incurring late fees and negatively impacting my credit. 

Compounding the problem is the conflicting information I have received from Mr. Cooper. I have been sent multiple communications with differing dates regarding the mortgage transfer, and Mr. Cooper representatives continue to place blame on XXXX XXXX for the issue. However, it has been over a month since the problem was brought to their attention, and it remains unaddressed. I have also received multiple pieces of mail with the incorrect amount of my mortgage ( not showing the rate buy down ), and the current amount due showing for XXXX is incorrect. I have received multiple pieces of mail with conflicting information and transfer dates. 

I believe I have been patient and cooperative in seeking a resolution to this matter. It is disheartening that despite my persistent efforts, Mr. Cooper has failed to correct the issue or provide me with a clear and satisfactory explanation. 

I am filing this complaint in the hope that your intervention will prompt Mr. Cooper to promptly resolve this matter, ensuring that my XXXX payment is accurately posted, and the impediment to making my XXXX payment is removed. I am also seeking assurance that my credit report will not be adversely affected due to the delay in resolving this issue. 

Thank you for your attention to this matter, and I appreciate your assistance in bringing this issue to a swift and satisfactory resolution.

Company response to consumer: Closed with explanation