Consumer complaint received 2022-03-29
Company: Mr. Cooper Group Inc.
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was previously with XXXX XXXX and I had zero issues with them. In XXXX, they notified me my loan was transferring to Mr. Cooper XXXX XXXX XXXX XXXX and I should send my XXXX payment to them at XXXX XXXX XXXX, XXXX, TX XXXX. I had my XXXX mortgage payment sent to the new company and address as instructed through my XXXX XXXX XXXX  online bill pay like I used to send my payments to XXXX. I can see an electronic image of the payment where it was deposited by the new company on XX/XX/XXXX but they still have not applied it to my account yet. I don't believe I received my first notification from the new company ( Mr. Cooper ) until around XX/XX/XXXX when I received a statement showing my payment had not been applied so I emailed the company on XX/XX/XXXX. After several of my emails were not responded to, I contacted the company by phone on XX/XX/XXXX and their representative, XXXX, contacted my bank with me on the phone to confirm the payment was sent, deposited on not returned. On XX/XX/XXXX, XXXX also had me email her supervisor, XXXX XXXX, the front and back electronic images of the check which I did on XX/XX/XXXX. On XX/XX/XXXX and XX/XX/XXXX I sent follow-up emails to inquire about the progress and XXXX replied XXXX XX/XX/XXXX that he called me three times ( though he did not leave a voicemail and would not provide the number he allegedly called from when I asked since I didn't have three missed calls in my call log ) and on XX/XX/XXXX stated he wouldn't help me any further until I provide him with my entire bank statement which I let him know seemed like an invasion of privacy but I did provide him with my entire bank statement on XX/XX/XXXX to try to resolve the issue. After XXXX didn't reply to several more of my emails asking what the status was, what other steps I could take and if anyone else there could help I called again on XX/XX/XXXX and another representative told me XXXX hadn't opened a case or logged my bank statement so I had to send electronic images of both checks ( my XXXX and now XXXX payment ) and my entire bank statement again. She opened up cases XXXX and XXXX for me and told me they should be resolved no later than XX/XX/XXXX. I called on XX/XX/XXXX and they said there had been no update but XXXX would contact me XX/XX/XXXX or XX/XX/XXXX at the latest which he did not. I have been calling almost every day since and no one can help me or transfer me to someone who can, they all say I have to wait for XXXX who doesn't respond to my emails or call me back. They have had my first payment since XX/XX/XXXX and still haven't applied it to my account yet. They confirmed with my bank the payment was sent, deposited and not returned and I sent them the requested electronic images of the check on XX/XX/XXXX. All the representatives have told me once my 60 " grace period '' ( even though I paid on time ) is up, I will be reported to the credit agencies and assessed late fees which they SHOULD be able to reverse. The amount of money I used to pay XXXX  and what I know owe Mr. Cooper has also increased slightly which they say is a result of an escrow shortage but I have asked for documentation showing that at least three times which they have not provided either.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation