Consumer complaint received 2022-03-01
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, my home loan was transferred from XXXX XXXX Mortgage XXXX to Mr. Cooper. Since this transfer, the loan payments have been mishandled and to this date, I have received no resolution to this issue. 

During the transfer process, Mr. Cooper received a payment in the amount of {$2100.00} on XX/XX/XXXX from XXXX XXXX Mortgage to pay the XXXX mortgage payment. From that payment, {$2000.00} went toward the monthly mortgage and {$70.00} went to additional principle. This is the exact figures that would be processed by XXXX XXXX Mortgage. For additional context, I send my mortgage payments twice a month and XXXX XXXX Mortgage has handled each payment correctly with no errors. However, on XX/XX/XXXX, I sent my first mortgage payment to Mr. Cooper in the amount of {$1000.00} towards the XX/XX/XXXX mortgage payment. Mr. Cooper proceeded to process this payment towards Additional Principal instead of going into Escrow/Unapplied Funds area. 

On XX/XX/XXXX, I sent the remaining payment of {$1000.00} from my bank ( XXXX XXXX ) to Mr. Cooper which was processed on XX/XX/XXXX. However, this payment went to Unapplied Funds. On XX/XX/XXXX, a payment of {$1000.00} is sent to XXXX XXXX Mortgage. This payment was sent to XXXX due to not cancelling the previous automated payments in time. However, due to an agreement between loan servicers, I knew this payment would be eventually forwarded to Mr. Cooper. That payment was air billed and confirmed by XXXX on XX/XX/XXXX. Mr. Cooper then processes this payment on XX/XX/XXXX and applies that toward XXXX 's mortgage payment to complete the month of XXXX. However, this should have went toward Escrow/Unapplied Funds for XXXX 's payment. 

On XX/XX/XXXX, I sent a payment to Mr. Cooper in the amount of {$1000.00} toward XX/XX/XXXX 's mortgage. This payment should've completed the month of XXXX. However, they sent that entire payment toward Additional Principal. On XX/XX/XXXX, a payment of {$1000.00} was sent to Mr. Cooper and processed on XX/XX/XXXX, but this payment went to Unapplied Funds for XXXX. On XX/XX/XXXX a payment of {$1000.00} was sent to Mr. Cooper which should've been the start of the next month 's payment, but went toward completing the previous month 's payment. 

On XX/XX/XXXX, I receive a certified letter from Mr. Cooper stating that the loan was late more than 30 days, which came as a surprise to me since I checked my account 3 days prior and saw that the amount due was the {$970.00}. Based on the cadence of my payments, that would've matched the normal remaining amount due, which would've been covered by the payment on XX/XX/XXXX and made the account current based on the payment dates listed on their invoices. Which will be attached. However, when I signed into my account on XX/XX/XXXX, the account stated the amount due was over {$3000.00}! I checked the payment 's received and how they were processed and immediately spotted the error. I contacted their customer service to notify them of the error in how the payments were processed. They documented the account and stated that they would take care of the issue. The call lasted about 25 minutes. 

On XX/XX/XXXX, I called back to check on how long it would take to correct the issue on my account and to track down the payment information for the payment that mistakenly got sent to XXXX XXXX Mortgage. In their system, they fail to account for the breakdown in how payments are received and merely join them together to show the monthly payment. The only way to tell is via the online statement that is also mailed if requested. Based on the statement, I showed that the payment was received, but their online agent couldn't immediately identify it on their end. This shows that there is a gap in their payment system. I asked the agent how long it would take to correct the error on my account and they stated around 5 business days. 

After 5 business days, I noticed that there was no action done on my account. I waited a few additional days, but there was still no action. On XX/XX/XXXX, I sent a correspondence to their Message Center stating that the issue has not been resolved and I was seeking answers. Their system sent an auto reply and closed the ticket with no action. On XX/XX/XXXX, I sent an additional notification regarding the same issue along with an additional issue that was outstanding. The outstanding issue was an inquiry on removing the PMI insurance based on the actual value of the home. The first request was sent on XX/XX/XXXX and they sent no information regarding the process. During my call on XX/XX/XXXX, I asked again and they transferred me to a department to handle that issue. They stated that they would schedule an appraiser to evaluate the home and look at the improvements that were made. However, on XX/XX/XXXX, they cancelled the process due to the loan being late in their system. 

On XX/XX/XXXX, I called their customer service department again, but I did not get anyone on the phone and instead, they asked if I would like to request a call back when their agents are free. I did so, but no one has returned my call. I called again today and again, I can not get anyone on the phone to properly handle the issue. This is the basis of my complaint. Attached are the statements and correspondence received.

Company response to consumer: Closed with explanation