Consumer complaint received 2019-08-28
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I finished a refinance at the start of XXXX, the refinance funded on XX/XX/XXXX and paid off Mr Cooper ( my previous mortgage lender ). On XX/XX/XXXX I called Mr. Cooper and was connected with Escalation agent XXXX XXXX, I informed her that under no circumstance was my escrow refund to be mailed to me. She informed me that she would handle the situation and make sure it is wired to me and not mailed to me. On XX/XX/XXXX I emailed her a scanned copy of a voided check to use to wire to my checking account. XXXX XXXX no longer responded to my emails once I emailed the voided check in regards to the wire refund. 

On XX/XX/XXXX I called and was connected with XXXX XXXX an escalation specialist. I voiced my concerns that XXXX XXXX did not do as she promised me she would in regards to properly filing my voided check, so when the refund issues it would be wired and not mailed to me. XXXX informed me that XXXX XXXX didnt do anything she promised to do. Later that day on the XXXX, XXXX responded and confirmed she received the voided check via scanned email, and that the the refinance had funded successfully. 

On XX/XX/XXXX I called into Mr Cooper to find out the status of my wire refund, I was told by a Customer rep that Mr Cooper had sent our two escrow refund checks on the XXXX, and had entirely ignored the entire voided check wire process I went through with them. I told them I needed and wanted it to be a wire, so that same day they told me they would issue a stop payment and initiate a wire transfer as they should have on the XXXX. 

On XX/XX/XXXX I called again asking what the status of my now very late wire transfer was, I was given the run around, and even hung up on by one of their reps because I kept pushing for a resolution. It wasnt until I requested to speak with a manager that I was eventually connected with a manager, who admitted that they had made numerous mistakes. He then promised to me over the phone he would call me back in an hour, and that he would XXXX overnight deliver me a new set of checks so I could deposit them tomorrow ( XX/XX/XXXX ). 

I call again on XX/XX/XXXX asking the status of my wire, after the usual stone walling I am connected with escalation manager XXXX XXXX. He then confirms that the previous managers promises were pure XXXX, and that they cant do that. He then gives me his word that I would receive my wire deposit into my checking account either on Saturday ( XXXX ) or Monday at the absolute latest ( the XXXX ). No deposit on Saturday, no deposit on Monday, I call again today ( the XXXX ), none of the managers who promised to call me back the previous day actually called me back. Eventually I am put through to another escalation specialist who informs me that numerous agents since the XXXX had issued additional stop payments on the old checks that were already stop pay 'd on the XXXX. They informed me that because of their ignorance on how to do their own job, that it reset my wire transfer from going out by another 5 business days. 

On the XXXX I was alsocconnected with Escrow manager XXXX XXXX. She informed me that my wire had still not gone out, that no one had an answer for me and no one could tell me when it would go out, even though it is now beyond the 5 business day limit since it was initiated. She promised me that she would have someone from accounting call me back today, to resolve my issue regarding the infinitely delayed wire transfer. She never called back, she never emailed me back, and no one called back regarding my very delayed wire transfer. 

Mr copper 's employers including its Escrow manager ( XXXX XXXX  ), and its escalation manager ( XXXX XXXX ) are liars and deceivers. Their word ( documented in Email, and recorded voice conversations ) is absolutely worthless, and they are purposely drawing out the process to spite me. 

They have offered no resolutions to getting me my now very late wire refund, and have said it will be indefinitely extended by 5 business days for every time one of their employees processed another stop pay on the same checks from the first round they incorrectly sent out on the XXXX. 

I will be attaching all copies of all email communication between myself, and the various managers and escalation specialist of Mr. Cooper so all may see that they are liars and care nothing for the average person who needs the money in that escrow refund. 

Mr. Cooper is the worst mortgage lender on earth, and it is to no surprise that they used to be Nationstar which was so heavily sued that they had to rebrand to escape the negative image attached to their prior business name.

Company response to consumer: Closed with explanation