Consumer complaint received 2021-05-19
Company: Mr. Cooper Group Inc.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX we refinanced through a XXXX XXXX recommendation for XXXX. The loan process was filled with mistakes. During the closing the notary kept mentioning Mr Cooper we kept saying no, XXXX was our provider. Now, XX/XX/XXXX, we know that we are part of a fraudulent process of application by XXXX, XXXX XXXX XXXX an Nationstar dba/MrCooper to extend payments for extra interest and to under fund escrow accounts. In XXXX we were advised by mail that the loan was transferred from XXXX to The XXXX XXXX. 
Around XX/XX/XXXX, we were informed that our loan was being transferred ( for a second time since our refinance in XXXX ) from XXXX XXXX XXXX ( from XXXX ) to DBA Mr. Cooper and advised us of the effective date, XX/XX/XXXX and provided an account number. 
On XX/XX/XXXX we were informed that the account number provided was incorrect and that the correct account number was XXXX. We immediately reached out to XXXX XXXX XXXX to request this update in writing. It was never provided. After a week of not receiving we contacted MrCooper. They had no record of our account and couldnt verify any of our information and to call back. Not to worry we didnt have to make a payment for up to 60 days. But of course wed have to pay the interest. We set up an electronic payment with XXXX XXXX XXXX. There system kicked out the account saying theyd have to mail a paper check for an incorrect account number. We then made several calls between XX/XX/XXXX and XX/XX/XXXX to Mr. Cooper to work to obtain accurate account and payment details. Each time, we were assured that we were in good hands, payments made would be credited on the date intended and that I was not to worry about being late in the first 60 days. I advised, each time my concern about the interest you are accruing while holding my payment I have no intention of deferring payments and will continue to pay my amount due and more with each payment. No one could access my account, however on one call, I was provided my true correct account number XXXX. Again XXXX stated Dba/MrCooper would not accept that account number and on XX/XX/XXXX mailed them a paper check because it would not be accepted. 
Around XX/XX/XXXX my payment was STILL not applied. I called again, was assured again, the account number as correct and to not worry about my payment. 
XX/XX/XXXX, I call again, this time they can access my account, however the account number is actually XXXX. I have again updated my banking details, again, I get an error from the bank. That day I submitted a research request providing documentation of the errors, the payment, the mailed payment and multiple phone calls. No acknowledgement from MrCooper that it was received or being researched. Today I received a notification from XXXX that they received an inquiry of a lost check, that it would be stop paid and that my mortgage payment was NOW LATE!! These two banks who both transmit funds as a business can not process the payment and credit for the day it was intended. This is FRAUD! They are providing incorrect information preventing me from making on time payments. I have again paid the payment and received a notification today it will take 48 hours to post. This is FRAUDULENT. Also today, MrCooper advised that they have paid my Homeowners Insurance that I just paid at closing. The next payment is not due until XXXX. This will underfund my escrow and we know what will be next an increase in payment to fund escrow. Please help. I would like my overpayment of insurance returned to escrow and my interest credited for my first payment of {$3500.00} as of XX/XX/XXXX NOT XX/XX/XXXX or XXXX. I believe that their business practices should be investigated to the full extent of your authority.

Company response to consumer: Closed with explanation