Consumer complaint received 2019-05-07
Company: Mr. Cooper Group Inc.
State: MD
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I believe this is a violation of the TILA, as the company has simply refused to apply funds that were offered in good faith and also to help me correct any error caused on purpose to deny my escrow removal. 
I took this mortgage out in XXXX and have been paying online every month, on time, from the same bank account at XXXX XXXX ever since. 
Now, in trying to remove my account from escrow starting in XX/XX/XXXX when they changed my escrow payment schedule and charged me a fee for their mistake, the company failed to apply three payments. 
However, these payments were confirmed as paid by their escrow agent with # XXXX on XX/XX/XXXX. 
After the confirmation, the money was not applied and the payments were reversed. 
Evidently, the first payment went to an " unapplied '' account, where it still is. The second one, made on XX/XX/XXXX was REVERSED -according to the escrow history I was given on XXXX XXXX and the third that I made by phone on XX/XX/XXXX was REVERSED also. According to the same history, both amounts were REVERSED on XX/XX/XXXX. 
According to their escrow escalation expert, XXXX XXXX, these last two payments were not applied as they allege I wrote the numbers of the payment account in online incorrectly. I assert that this is a lie and also my account number is the same I have been using for over 10 years. In any case, even if I had written it in incorrectly, the company did not help me correct the error, which is indicative of their false collection practices and also their negligence. 
Also, the last of these transactions was made by phone using a representative. I now have an email from Ms. XXXX stating that the representative failed to take my bank account numbers for that phone transaction. According to Ms. XXXX, since I allegedly incorrectly put in the wrong number on the second transaction, the representative I used to make the payment failed to ask for the correct account number and instead used the incorrect number I had allegedly previously entered. 
Ms. XXXX promised to send me a screen shot of the erroneous entry, but I never received any ; and if any number is on my account that is erroneous it would have to be corrected, which correction has never been requested. Ms XXXX also alleges that she listened to the phone call with me on it where the representative only asked for the last 4 numbers of my account, but did not pass that back to me either. I assert this is also a lie as the phone representative took all my bank account numbers, in my memory. 
The resulting " late payment '' that was caused by the company 's failure/refusal/reversal in taking payment is entirely their fault as I was given confirmation that this was concluded. 
First, disqualifying me for their negligence is almost certainly a violation of my TILA rights as I was not advised that these payments were not made, quite the contrary, I go got confirmation that they were. 
Second, they are almost certainly lying about the payments not being made. They were, granted, not processed, but by marking the transactions REV on the escrow history, they are certainly guilty of not having communicated the status of the payments properly as I had confirmation that the payments were made. 
Finally, there is no reason not to grant me escrow removal except for this artificial late payment so they are clinging to that pretext for reasons that must be suspicious. 
This company probably needs an audit. In the meanwhile, I need to get this situation resolved.

Company response to consumer: Closed with explanation