Consumer complaint received 2022-06-16
Company: Mr. Cooper Group Inc.
State: UT
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I need help in Dealing with Mr. Cooper Home Loan collections. On XX/XX/2022, I filed a complaint with the CFPB that was eventually closed. 

On or about XX/XX/2022, Mr. Cooper responded to my complaint and the CFPB closed my complaint. 

However Mr. Cooper did not answer the question I asked in my original complaint. 

Mr. Cooper explained that they had received all my mortgage payments and provided proof, but XXXX XXXX XXXX who is a member of Mr. Coopers Customer Relations Special department failed to give me the : The correct mailing address for Mr. Cooper 's online Bank Payments. 

Mr. Cooper customer service gave me the online bank payment address of : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, they also provided : The correct Bank Account number # XXXX, for Mr. Cooper, The correct Bank Routing number Router number # XXXX, for Mr. Cooper. 

In his XX/XX/2022, response to the CFPB, XXXX XXXX said that both the bank account and routing numbers provided by Mr. Cooper customer service were correct for Mr. Coopers bank account. 

XXXX XXXX did not say yes or no as to the provided bank address by customer service being the correct online bill payment address : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX. 

XXXX XXXX stated in his response to the CFPB that if I have any specific questions about the information he had provided, to please contact him directly, using the contact information he provided at the bottom of his response letter. 

On XX/XX/2022, I contacted XXXX XXXX via email and asked if Mr. Cooper would provide me with the following information provided below. 

XXXX XXXX did not answer any of my questions. He just stated that he forwarded my concerns to the customer relations department. 

His email response is provided below. 

Once again Mr. Cooper has put be back into an endless loop of being forward to the customer relations department. If customer relations cant answer your question they then refer you to customer service, who again sends you right back to customer relations. 

This is the game Mr. Cooper has been playing with me. They admitted that customer service had given me different addresses for the online bill payment address in their response letter to the CFPB ; they have repeatedly failed to provide me with the correct address. 

I reached out to XXXX XXXX, as his email response stated to do, only to be told by XXXX XXXX that he forwarded my concerns to the customer relations department. 

Again, the customer relations department is not providing a valid address to mail my payments too. 

XXXX XXXX also stated it would take 30-days to resolve the issue. Waiting another 30-days will result in me again having to go the rounds with this company providing proof that my payment has been made. 

Mr. Cooper is a collection agency and my belief is that they are trying to foreclose on my home even though I have never missed a payment. 

On XX/XX/2022, I received a letter from Mr. Cooper saying that if I have fallen behind on my mortgage payment they have dedicated loan specialist who can help me and that I only need to CALL THEM AS SOON AS POSSIBLE. 

I have again tried dealing with Mr. Cooper and their representatives and have not received any help. 

I have provided proof that my payments were made, and were made on time, so being told they have not received the payment is bad practice on their end. 

I feel that Mr. Cooper is trying to take my home by sending threatening letters and providing multiple addresses so they can claim they have not received my payment. 

I would like your agency to again look into this company and their fraudulent practices. 

below is my email correspondence with XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/2022 XXXX PM To : XXXX XXXX XXXX XXXX Subject : RE : Resolution Letters XXXX, XXXX, Mr. Cooper loan XXXX XXXX, Correct Mr. Cooper online billing information Good afternoon, I have forwarded your concerns for review and response. Please allow up to 30 business days for a written response by the Customer Relations Department. 


Thank you, XXXX XXXX Member Relations Specialist Private Label Servicing XXXX XXXX XXXX XXXX, TX XXXX ( O ) XXXX ( F ) XXXX XXXX From : XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/2022 XXXX PM To : XXXX XXXX XXXX Subject : Resolution Letters XXXX, XXXX, Mr. Cooper loan XXXX XXXX, Correct Mr. Cooper online billing information This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. 

XXXX XXXX Thank you for your timely response. 

However, I have failed to find your response to my questions in the documents you provide in my complaint, and this is troubling as it's the cause of all my troubles with Mr. Cooper. 

These questions have yet to be answered and is very troubling because as I stated in my complaint " each time I contacted Mr. Cooper customer service I was given incorrect information '' to which you stated " had been noted and corrected '' in your response to my complaint. 

I have repeatedly asked Mr. Cooper customer service personnel for the correct billing information so I can make my mortgage payments online via my XXXX XXXX online bill pay system, which I have been using to make my mortgage payments to XXXX XXXX. All payments were paid on time without any problems for the last six ( 6 ) years. 

Please answer my question if you already have, please tell me where it's at in the documents you provide in your response to my complaint. 

I would like to be provided by Mr. Cooper the following information : 1 ) The correct mailing address for Mr. Cooper 's online Bank Payments, 2 ) The correct Bank Account number for Mr. Cooper, 3 ) The correct Bank Routing number for Mr. Cooper 's. 

The last time I spoke with Mr. Cooper customer service I was provided the below online banking information : Address : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, Bank : Account number # XXXX, Bank : Routing number # XXXX. 

As I stated in my complaint, I have sent my XXXX and XX/XX/2022, home mortgage payments to the above address. 

I am providing the below XXXX banking information to assist you in proving I have made my mortgage payments on time. XXXX Bank did not send Mr. Cooper a check but made an online payment as XXXX Bank has done for the six ( 6 ) plus years to XXXX XXXX. 

I spoke with XXXX Bank Representative XXXX XXXX XXXX XXXX, Relationship Banker, XXXX ID : XXXX, his contact information : Phone : ( XXXX ) XXXX, XXXX : ( XXXX ) XXXX, Service Line : ( XXXX ) XXXX, Email : XXXX, who provided me with all of my banking information from XXXX Bank that you requested. 

XX/XX/2022, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/2022, XXXX PM. Date online payment posted XX/XX/2022. 

XX/XX/2022, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/2022, XXXX PM. Date online payment posted XX/XX/2022. 

I would also like to know if Mr. Cooper is still charging me interest payments or listing me as a failure to pay case? Has Mr. Cooper done anything to affect my credit history? 
Mr. Cooper also stated on my XX/XX/2022, mortgage statement that I owed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$2200.00}. 

I would like to know if this is still the case if so, why? 

I have provided you with all the banking information you requested except for the copy of any checks that XXXX Bank may have used to pay you. 

I stated earlier, I am unaware of XXXX Bank having sent Mr. Cooper any checks as all payments were completed online to your company. 

As requested, I have provided that information above. 

Thank you ; XXXX XXXX XXXX : ( XXXX ) XXXX Email : XXXX Included : XXXX bank statement showing online payments for XXXX and XX/XX/2022, and a payment history of my online mortgage payments including both XXXX XXXX and Mr. Cooper. 

This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Mr. Cooper immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation