Consumer complaint received 2019-02-12
Company: Mr. Cooper Group Inc.
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX, my husband and I closed on the sale of our home. XXXX XXXX had received a mortgage payoff quote from Mr. Cooper on XX/XX/XXXX good through XX/XX/XXXX with an estimated closing date of XX/XX/XXXX. Upon closing, the title company overnighted the payoff amount of {$100000.00} to Mr. Cooper, verified with a receipt and signature. 

On XX/XX/XXXX, I received a phone call and email from Mr. Cooper. Upon returning the phone call, I was told that our payoff was short. I immediately contacted our realtor who assured us that the payoff was not short. I was later informed by our realtor that XXXX XXXX had already spoken with Mr. Cooper the previous week and they were told that the property taxes had been disbursed on XX/XX/XXXX despite documentation that the taxes were paid upon closing ( check was received by the township XX/XX/XXXX and cleared XX/XX/XXXX ) and payoff funds were received XX/XX/XXXX. Additionally, the payoff quote gave an estimated escrow disbursement date of XX/XX/XXXX. XXXX XXXX was informed that the payoff would be backdated and Mr. Cooper would hold the funds until the property tax check returned from the township. Upon speaking with Mr. Cooper on XX/XX/XXXX, XXXX XXXX was assured that no negative reporting would occur to the credit bureaus as a result of the error. 

On XX/XX/XXXX, after repeated collection calls from Mr. Cooper despite being told they would cease, I spoke with Mr. Cooper personally regarding the issue. I was told that the short payoff had nothing to do with property taxes ( even though it did ) and that we needed a new payoff quote despite being told that it would be backdated. I was told that we were short {$950.00}. After speaking with the title company again on XX/XX/XXXX, we were once again assured that the payoff was not short and the township had sent the property tax refund check back to Mr. Cooper on XX/XX/XXXX. 

On XX/XX/XXXX, I received another collection call from Mr. Cooper. I was told that the check had still not been received. After speaking with XXXX XXXX again and being reassured that the check was sent on the XXXX, I called Mr. Cooper again. This time, I was told that it was received XX/XX/XXXX and that the payment should be applied by XX/XX/XXXX. 

After checking our Mr. Cooper account on XX/XX/XXXX and seeing that the property tax check still had not been applied, I spoke with Mr. Cooper again. After speaking with multiple representatives, I finally spoke with a representative in the escrow department who could see that the payment had just been applied XX/XX/XXXX but insisted that the payoff was still short and we would need a new payoff quote. I attempted to explain that the payoff was supposed to be backdated per Mr. Cooper 's previous assurances to no avail. The new payoff quote included daily interest of {$11.00} from XXXX. Considering original payment was received by Mr. Cooper on XX/XX/XXXX, this included {$620.00} of interest that we should not have been responsible for and would have been enough for the payoff to not be considered short. 
Mr. Cooper agreed to waive the {$21.00} late fee, but would not backdate the payoff as promised. 

After speaking with XXXX XXXX on XX/XX/XXXX, they decided to pay the extra interest to resolve the matter as Mr. Cooper had been so difficult to deal with throughout the whole process ( including hanging up on the title company twice that day ). The check was sent to Mr. Cooper on XX/XX/XXXX. Upon checking our Mr. Cooper account on XX/XX/XXXX, it finally showed as the loan was paid. However, the same day, a 30 day delinquency was reported to the credit bureaus despite promises/assurances that this would not be reported due to the ongoing resolution between Mr. Cooper, XXXX XXXX, and the township. 

I filed a report with the XXXX XXXX XXXX, to which Mr. Cooper responded that they apologized that " [ we ] were misinformed about the credit reporting practices. '' They changed the status of the XXXX payment to " No Data '' on 2 out of 3 credit bureaus ; however, it still shows up as negative information on XXXX and XXXX and our scores are still affected. Mr. Cooper also attached a payoff quote from XX/XX/XXXX to justify their response despite the fact that we very clearly had a payoff quote from XX/XX/XXXX and closed on XX/XX/XXXX and they received the funds XX/XX/XXXX. Considering we haven't been late on a single payment for any account in close to 10 years, this is significantly affecting our credit scores despite the fact that we were not at fault for this issue. 

There was also approximately {$850.00} in escrow that should have be refunded to us ; however, in Mr. Cooper 's response to the XXXX report, they informed us that they only refunded {$670.00} on XX/XX/XXXX, which we still have not received over 2 weeks later. 

Also, the amounts that we were supposedly " short '' changed multiple times throughout the month we were attempting to resolve the issue. Originally it was {$950.00}, then roughly {$850.00}, then {$560.00}. In the XXXX  response, they stated we were supposedly only {$250.00} short, which was never an amount mentioned previously, and that the loan had been paid XX/XX/XXXX and just not posted until XX/XX/XXXX, despite no additional funds coming in at that time and previous documents not stating this. The check that XXXX XXXX sent to cover the " shortage '' since they refused to backdate the payoff as promised has still not been cashed or returned but yet the loan is paid off. 

This whole entire situation has been a mess. Everyone told us a different story at Mr. Cooper. I don't know which version is the truth, but I know that we should not be held liable something out of our control.

Company response to consumer: Closed with explanation