Consumer complaint received 2021-04-26
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, Nationstar/Mr. Cooper mortgage company charged me XXXX and thousands of others XXXX multiple times for our mortgages. These unauthorized charges were eventually corrected, however it caused me and other consumers to overdraft on our accounts. While the issue has been corrected by reversing the charges, I think this was a huge problem on multiple fronts. 

XXXX ) I don't have auto pay set up, yet somehow 3 unauthorized mortgage payments went though. It sounds to me like this was any recent transaction ( I paid my mortgage on XX/XX/XXXX ) was repeated multiple times. Either way, the fact that Mr. Cooper had the ability to send 3 unauthorized charges through to my account is a serious problem, and sounds like fraud. 

XXXX XXXX XXXX XXXX didn't stop these payments at the get-go. Most times when multiple of the same charge comes through, a bank puts a stop to it. That didn't happen. On top of that, I was never notified that this happened from my bank - I just happen to check my account every day and saw that my savings account was in the negative, when the day before I had a few XXXX dollars in there. Why wasn't I notified by XXXX about this at all? They only seemed to post a XXXX statement about it. I called XXXX and waited an hour on hold to be told I had to file a fraud claim and send back a paper form for everything to get resolved, yet on social media, I connected with many people who heard different things from XXXX regarding when it would be solved and how to report the issue. 

XXXX ) In the process of reversing the charges, 3 more charges went through then 3 more reversals occurred. That brings it to a total of XXXX unauthorized transactions on my account now, along with 6 reversals. As a result, I've now hit my savings withdrawal limit of 6 when I'm only about 4 days into the statement period. I called XXXX and they said going forward I can call if there are any fees for the withdrawals I'll need to do this statement period to get them waived, but I think this is just a band-aid, and I shouldn't have to call them yet again to deal with this. My withdrawals should be 0 since none of these were authorized payments. 

XXXX XXXX Mr. Cooper has almost no way to talk to a human being. I called multiple times and tried multiple routes with the automated phone system, yet each time I got a response saying that the " volume of calls due to Covid is too high so we're unable to take your call at this time '' and then got hung up on. Unacceptable when there's a major issue. It's not hard to add an alert to an automated phone system that there's a problem. I wrote a " secure message '' to them on Saturday, which was only just answered today with a generic statement they've been sending everyone else - I get that it's busy, but the lack of ability to talk to a human is a nightmare. Hours into the problem, they posted something on XXXX. Many hours after that, they finally sent out an email about the issue. Even then, none of the statements really owned the problem, it mainly said that transactions were being reversed. Mr. Cooper and XXXX were blaming each other initially, then eventually Mr. Cooper said it was a third party payment vendor. 

I'm one of the lucky ones in the sense that I only had 3 charges and was overdrawn by only a bit, but some people had their checking or savings accounts wiped out and overdrawn by thousands of dollars. This caused major stress and other issues for thousands of people, while I'm lucky and wasn't affected as badly as some, I think the " oops '' excuse isn't enough to make this right. Both XXXX and Mr. Cooper made some serious errors here, and just putting the money back and saying sorry isn't enough.

Company response to consumer: Closed with explanation