Consumer complaint received 2019-04-11
Company: Mr. Cooper Group Inc.
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Call XX/XX/XXXX to make mortgage payment Mr. Cooper ( https : //www.mrcooper.com/ ) account number : XXXX. Noted incorrect amount due in excess of {$7000.00} ( mortgage is {$2300.00} monthly ). Called XXXX spoke with initial rep, unresponsive. Call was transferred to XXXX XXXX, a " Escalation Specialist ''. who noted the discrepancy of multiple " REVERSALS of payments '' in my loan history, that subsequently incurred numerous late fees. XXXX XXXX requested bank statements of all payments on mortgage from the start of the loan ( XX/XX/XXXX ) til XX/XX/XXXX. Sent statements ( attached ), I sent them. Requested I call my personal bank to get a 'verbal confirmation ', made conference line with XXXX XXXX  who confirmed all checks and ACH transfers had 'cleared ' and that there were no NSF ( non sufficient funds ) noted during the 9 transactions, XXXX XXXX was on the line and spoke with the XXXXXXXX XXXX  repXXXX XXXX was able to confirm a separate payment of {$460.00} on XX/XX/XXXX by my spouse and co-borrower XXXX   XXXX. 
Transactions Confirmed : XX/XX/XXXX Check to XXXX XXXX XXXX ( XXXX ) {$2300.00} ( XXXX payment ) **XXXX Mortgage of {$2300.00} was sent to XXXX in 4 payments** XX/XX/XXXX Check to XXXX {$900.00} XX/XX/XXXX Check to XXXX {$1000.00} XX/XX/XXXX Check to XXXX {$10.00} XX/XX/XXXX Check from XXXX to XXXX {$460.00} XX/XX/XXXX Check to XXXX {$1300.00} ( XXXX Payment ) XX/XX/XXXX Check to XXXX {$1000.00} *****Received letter XX/XX/XXXX from XXXX of pending acquisition by Mr. Cooper ( XXXX XXXX XXXX ) ***** # # # XX/XX/XXXX Check of {$1000.00} to XXXX requested and confirmed " Stop PAYMENT '' by XXXX # # # # XXXX Mr. Cooper has a cool website and XXXX app and doesn't charge for payments online. 

XX/XX/XXXX ACH to XXXXl Mr Cooper Nationstar in amount of {$2300.00} XX/XX/XXXX ACH to XXXX Mr Cooper Nationstar in amount of {$2300.00} End confirmed payment history ( ALL PAYMENTS MADE ) XXXX XXXX requested research on my loan history ( attached ), she noted my payments from XXXX to XXXX On XXXX, the amount reflected decreased to {$4800.00}. and THAT MY ACCOUNT IS OVER 30DAYS LATE!! ( Credit report impact both me and my wife ) This was still incorrect as it denotes the amount due as for both XXXX & XXXX. Mr. Cooper sent both my Wife and I RESPA notices ( Attached : RESPA ). I received a letter ( Attached : Suspended funds notice ) that {$2200.00} and that I needed to {$2400.00} to bring my account current, also incorrect, as I have made all payments and provided bank verification. 

Called Mr. XXXX spoke to XXXX XXXX " Escalation Specialist '' ( 2nd ), who reviewed my file and agreed that I was current on all payments, that the late fees would be waived and she would send a note to have my account researched that the previous assessment by XXXX XXXX was incorrect. This action has a date of completion on XXXX. 

XXXX called XXXX who asked me to provide proof of a payment to XXXX XXXX XXXX ( XXXX ) in the amount of {$1000.00} date of check/payment would be 'end of XXXX and before the XXXX of XX/XX/XXXX ' ... ..I admit to shouting " What the XXXX! ", with the follow on of *****Received letter XX/XX/XXXX from XXXX of pending acquisition by Mr. Cooper ( XXXX XXXX  XXXX ) ***** # # # XX/XX/XXXX Check of {$1000.00} to XXXX requested and confirmed " Stop PAYMENT '' by XXXX # # XXXX # #, so there is no proof of that payment. I cancelled that check an made two payments in the amount of {$1300.00} ( XX/XX/XXXX ) and {$1000.00} ( XX/XX/XXXX ). 
XXXX agreed and asked for time to fix it. 

It seems as reflected on my history that as Mr. Cooper placed each of my payments in suspense to cover late fees and mortgage of the month prior, as they believed they were due {$1000.00} incorrectly. Results from the XXXX handover of my loan from XXXX to Mr. Cooper. This has been an accounting error on MR. COOPER 's part and has caused incredible grief and frustration. 

As it is a VA LOAN, my application for a Interest Rate Reduction Refinancing Loan is in suspense and both the credit scores of my Wife and myself have been negatively impacted. This may have implications on my veterans benefits as the programs that I am in GI Bill note that you can not receive benefits of you are LATE or in DEFAULT of other VA program/loans. As a employee of the CFPB and an Analyst in the Legal Division, I am aware of the difficulty in getting erroneously reported information  removed from the credit reporting agencies.

Company response to consumer: Closed with explanation