Consumer complaint received 2023-07-25
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Mr Cooper has misapplied a payment I have made, this is my second time opening a CFPB complaint with them over this after they sent me a response claiming that they could not do anything about this because they sold my mortgage to XXXX, which I found out to be a lie. I have now been reported as delinquent to credit agencies effectively destroying my credit. Here was part of my original complaint in quotations : " I have been in the middle of a loan modification over a covid forbearance plan i was on, during the modification Mr. Cooper my loan servicer did not apply a payment correctly, this was corrected and I was sent documents to sign while I was on vacation with no notice of this. When I got back I called Mr Cooper and they told me it was OK as long as they are sent by the end of the month, which they were. My modification documents were received on time ( admitted in a recorded call by Mr Cooper ) and they told me to wait and do not pay for the month of XXXX yet. I waited and called again and they stated on a phone call also recorded by the company that they were sending new documents to resign and be patient. I continued to wait into XXXX when I called again, I was told to continue waiting. Eventually on XX/XX/XXXX I called again and was told that there are no new documents and that I need to just make the XXXX and XXXX payments for the modification to finalize. I made a payment to that representative for {$3000.00} as shown in my bank statement attached, in a recorded call again by the company, to go to the XXXX and XXXX payments. Days later my mortgage was transferred to XXXXXXXX XXXX XXXX. Now XXXX XXXX XXXX displays my XXXX payment as missed and are threatening to put me in collections. I had a three way conversation with Mr Cooper and XXXX  on XX/XX/XXXX, recorded by both companies, to which I was told after an hour of the Mr Cooper representative looking into it that it clearly was paid but not applied, that it was instead applied to " bookings '' and that I should just pay the XXXX payment. Since all of this I have submitted a complaint against Mr Cooper to the CFPB which Mr Cooper did nothing about but pass blame on to XXXX. XXXX acknowledged this issue multiple times in many calls over the past few months, I have been told on multiple recorded calls that the problem will be taken care of only to recieve a call from XXXX a week later saying that I'm still behind. XXXX now claims this issue is on Mr Cooper which it clearly is because they are the ones who messed up the accounting. " Mr Cooper as, now shown in their previous response, has applied the XX/XX/XXXX payment to the XXXX of XXXX payment, when I was under the CARES act forbearance.

Mr Coopers claim that they can not do anything about this does not put them off the hook for their responsibility. They made this mistake and are responsible for fixing it regardless of their so called ability to do so, as according to RESPA. The attached file is Mr Coopers previous answer to me with all the misapplied payments detailed.

Company response to consumer: Closed with explanation