Consumer complaint received 2019-03-07
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I made 2 regular payments to my mortgage service provider Mr. Cooper. These were submitted as 2 regular payments to cover the XX/XX/XXXX and XX/XX/XXXX mortgage payment 's respectively. 

XXXX Mr. Cooper erroneously processed one of these payments as a principal only payment. When I logged into my account to make My XXXX payment, I was showing more than 30 days past due on my account XXXX Mr. Cooper hadn't notified me but had filed derogatory remarks against my credit for a claimed late payment ). 

XXXX  I immediately called them regarding this error. I made a payment at that time and I was told that they would have to have another department fix the mistake from XXXX by having the " Principal Only Payment '' backed out and then applied as a regular payment. I was told this would take a couple of weeks. This matter was not resolved until XX/XX/XXXX. In XXXX and XXXX I had to call Mr. Cooper back regarding this matter and each time a new agent had to start the whole process over again telling me that the previous agent had not done it correctly. Keep in mind that the entire time they showed me as past due and were reporting as such against my credit. 

XXXX  In XX/XX/XXXX the matter was resolved and the " Principal Only Payment '' was correctly applied to my account. But, my regular payment was now showing an additional {$35.00} dollar payment due. My regular payment was {$1200.00}, but Mr. Cooper showed that {$1200.00} was due. I could not make a payment online without paying for this additional and UNACCOUNTED {$35.00}. 

XXXX I called in and the agent in XXXX initially said the {$35.00} dollars was a insurance inspection fee that was applied to my account. I asked for what as no inspections had been done to my property. She replied that she wasn't sure, but that she would submit the matter to their " research department '' to be fixed. She processed a regular payment for me of {$1200.00} and told me the {$35.00} would fall off for my next billing cycle. 

XXXX In XX/XX/XXXX the same {$35.00} dollar extra was still there when I tried to make my payment. I again had to call Mr. Cooper. For this call, I attempted to speak with the XXXX I'd spoken with the month before but was instead connected to a XXXX. XXXX tried to tell me that when I had made my " Principal Only Payment '' in XXXX, I had only paid {$1200.00}. He said this was the reason I was being charged the extra {$35.00} and that I needed to make up this shortage. I told him that he is mistaken and that I had bank statements showing 2 withdrawals of {$1200.00} by Mr. Cooper in XX/XX/XXXX. I also pointed out that that same bank statement had already been submitted to Mr. Cooper in XXXX as a result of the whole payment problem. He reviewed my account, saw the bank statements and said that he would correct that matter right then and there. He also processed a payment for me of {$1200.00}. 

XXXX In XX/XX/XXXX I again attempted to make my regular payment and this {$35.00} dollar extra charge was still there. Mr. Cooper was closed and I could not call them to make payment. Wanting to avoid making a late payment, I submitted my regular payment in addition to the {$35.00} for a total of {$1200.00}. I could only make a payment online this way. 

XXXX  I then used their electronic correspondence system to submit another notice about this {$35.00} dollars, that I had to pay it because they were closed and that I expected a credit of {$35.00} applied to my account for the XXXX payment. 

XXXX When I logged into my account in XXXX, there was an electronic correspondence waiting on my account. This formal letter dated XX/XX/XXXX tried to again claim that when I had made the 2 payments in XX/XX/XXXX, one payment was only for {$1200.00}. So, yet again, I had to start all over with this matter. 

XXXX  On XX/XX/XXXX, I started the whole process over again strictly online with Mr. Cooper 's electronic correspondence system. I was hoping that this would lead to a quick resolution as everything would be in black and white. I submitted to them a statement of facts regarding the issue and that Mr. Cooper owed me {$35.00} dollars. I further submitted through this system, yet again, copies of my bank statement showing 2 payments on XX/XX/XXXX for {$1200.00} so that they could no longer claim that I had not in fact paid my full amount. 

XXXX  In standard fare, I received an automated reply from Mr. Cooper saying they would look into the matter and be back in touch in a couple of weeks. It has now been more than a month and I have received no further correspondence from Mr. Cooper, no credit for my stolen {$35.00} dollars nor accounting for this stolen {$35.00} dollars. 

XXXX Today, I notified Mr. Cooper through their electronic correspondence system that I was submitting this complaint. After that notice, my access to all the documents relating to this matter has been blocked with an error code 403 '' claim. Fortunately, I printed copies of everything attached here before this. 

XXXX  On a final note, I'd like to point out that Mr. Cooper ( aka Nationstar ) had been my loan servicer since XX/XX/XXXX. In that time they have now erroneously applied 2 of my payments as " Principal Only Payments. '' Each of the occurrences took months to resolve. Their customer service agents who are my only point of contact seem to take no notes on phone conversations and when they say they are doing something, don't do it. If this has happened to me twice now in 2.5 years, how many other people has this happened to and how many other people has Mr. Cooper stolen {$35.00} dollars or more from through the magical claim that the consumer never paid the full amount? 
XX/XX/XXXX

Company response to consumer: Closed with explanation