Consumer complaint received 2018-11-02
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2018 I made the mortgage payment on my primary home in XXXX, XXXX. The following week, I made the mortgage payment on my rental property in XXXX, XXXX  on XX/XX/XXXX at about XXXX since I work nights. I made these payments online and on time. The payment on the rental in CA included a {$50.00} extra payment on the principle. I had extra money in my checking account so I decided to make an extra principle payment on my primary home in XXXX  of {$150.00}. I entered the {$150.00} to principle and hit send. To my surprise, Nationstars computer software automatically adds the minimum payment of {$1400.00} to my {$150.00} extra payment which would overdraw my account and it would essentially give me 2 house payments in the same month- something I have never done in my 25 year history of house payments. I immediately called Nationstar to explain the problem so that they could correct it but they were closed. I then called my bank and told them to cancel that payment after explaining to them what had just happened. They agreed. When I got home that morning it was XXXX, my usual time because I work from XXXX to XXXX. After taking a shower, I gave Nationstar a call since I knew that they would now be open to take calls. I waited on hold for close to an hour but was finally able to talk to Nationstars professional representative and explain the situation. They asked me a few questions and they appeared to have full clarity of the situation and said they would cancel one of the two payments made to my primary home. Additionally, the rep. said they would not only send me an email confirmation but a hard copy of the transaction by mail. Instead, I got a letter late XXXX that said I was late and there was a {$75.00} late fee. I called my bank and they confirmed that my two house payments were made on time so I didn't bother calling Nationstar and waiting on hold. When I received my XXXX statement, I was clear on what Nationstar had done. They did cancel one of my payments but it was the wrong one. A simple mistake on their part that could be corrected very quickly. Nationstar has a history of telling customers one thing on the phone and doing just the opposite so I wrote them a letter to create a proof positive paper trail, once again explaining the over payment in XXXX and also the fact that instead of cancelling one of the two payments on my primary home, they cancelled the 1 on time payment on my rental property which made it look like I didn't make a payment at all. When Nationstars high powered attorney responded to my letter, of course they didn't know what I was talking about. They told me to provide the date because they can't find and don't know what I'm talking about. As my attachments will show, they knew exactly what the problem was- the dates were provided. 

Now, it's XXXX and I still have the 2 payments showing for XXXX on my primary home in XXXX  and every month even though I continue to send an additional {$50.00} to the principal when I pay the rental in XXXX  on time, they show me 30 days late and they keep putting my extra {$50.00} payment in a " suspense '' account and they're creating an accounting nightmare because I'm not getting the proper credit for my payments. Their statements keep showing that I owe them over {$3100.00}, when my monthly payment is {$1500.00}, because I'm missing the credit for the XXXX cancelled payment which I NEVER AUTHORIZED THEM TO DO. Nationstar and their professional reps. are not incompetent. They know exactly what they are doing and it is intentional. Their high powered attorneys explain all their wrong doing away and everyone is afraid to go after them.

Company response to consumer: Closed with explanation