Consumer complaint received 2018-12-12
Company: Mr. Cooper Group Inc.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was notified by my previous mortgage lender, XXXX XXXX XXXX, that my mortgage had been sold to Nationstar Mr. Cooper effective XXXX XX/XX/XXXX. I payed my last payment of {$1300.00} to XXXX on XXXX XX/XX/XXXX on time as it was clearly stated in the information letter from XXXX that I would send all payments due /after/ XXXX XX/XX/XXXX to Mr. Cooper. 

Here 's where the trouble starts. On XXXX XX/XX/XXXX, I registered my account with Mr Cooper on the companies website and I set up auto pay, just like I had been using with no problems with XXXX. On Mr. Cooper company website, I clearly and explicitly entered the start date for my auto pay service to begin on XXXX XX/XX/XXXX. On XXXX XXXX, my bank checking account posted a charge of {$1300.00} and a " convenience charge '' of {$30.00} to Nationstar Mr Cooper. When I looked at the web portal for my loan on Mr. Cooper company website, it showed that payment posted and also showed that I still have a payment due on XXXX XX/XX/XXXX, as if I was supposed to pay Mr Cooper for the month of XXXX. ( Which, again, was clearly not true given the letter I received from XXXX ). 

To resolve this, I called Mr. Cooper customer service to try to resolve the issue and have the payment refunded. The CSR from Mr. Cooper pulled into the phone call a representative /allegedly/ from my bank to find out about the payment from my checking account. The " bank '' representative told me that the payment had not cleared my bank account yet and that they could not do anything about it over the phone while a third party was on the line. End of first phone call. 

From here, I called my bank and talked to a different representative who told me that the charge had in fact cleared my account, but it was going to be returned because it overdraft my checking account. It was also an ACH withdrawal and the representative advised that it would likely make another attempt tomorrow to make this same charge and that I should call Mr Cooper back and demand that they stop this charge. Alternatively, for a {$30.00} fee, they would stop payment on that charge. This would also mean that I would have to call them back at the end of the month to lift that stop payment order so that I could pay my mortgage on time. I decided to call Mr Cooper again.

Third phone call. I talked another representative at Mr Cooper who gave me a different story. This representative told me that there was no way to fix the date of my payment so I would have to stop autopay all together ( which I was going to do at this point anyway! ) This representative also informed me that they did not have a payment from XXXX for my loan and that this was information that should come from my previous lender ( XXXX ). We, theoretically, canceled the auto pay. I have no way of verifying that this has actually been stopped. 

Now for the serious concern. XXXX perfectly legally sold my mortgage to Nationstar Mr Cooper. But, after a day of stressing out about this ( and I've only been their customer 4 days! ) I started reading about this company. This kind of fraud and sloppy business practices seems to be standard fare for Nationstar Mr Cooper. The XXXX  has a plethora of reviews by customers who were defrauded, cheated, lied to or just straight up robbed by this company. Nationstar Mr Cooper has also been the defendant in numerous class action lawsuits which have been settled in the last few years. I am terrified that my mortgage is in the hands of a criminal organization and I have no control over who owns this loan.

Company response to consumer: Closed with explanation