Consumer complaint received 2022-04-12
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had automatic payment withdrawal for my mortgage for Mr. Cooper. I had signed up a few years ago with no problem. 
In XXXX of XXXX, I decided to add {$500.00}, for principal, to the auto-monthly payment instead of adding here and there. I had no problem performing the task on the website. 
In XXXX, I knew I was going to sell my residence so I decided to remove the {$500.00} extra for principal and just return to the regular monthly mortgage payment. 
XX/XX/XXXX, I went online to Mr. Cooper website to remove the {$500.00} extra principle. I was unable to remove it as it continued to show the extra {$500.00} for principal payment. I logged off and on to the website three times. At that point, I called Mr. Cooper to get an agent to assist me. She was very nice and I thought, helpful. She tried to contact the IT department while she was working on it but they were unresponsive to her during the entire phone call, which lasted several minutes. I remember commenting on that since she is an agent and they should be responding to her, for clients. I believe she could not remove it either so I asked her to remove the entire autopayment for me. She did. I went into Mr. Cooper and it did not show autopayment ; it gave me the screen to suggest to sign up for autopayment. 

XXXX, XXXX. I went online to my banking site and entered a date for my bank to pay Mr. Cooper. 
In XXXX ( on XX/XX/XXXX & XX/XX/XXXX ) I had two payments forwarded to Mr. Cooper for my mortgage first from my bank at my behest, second automatically by Mr. Cooper. I called Mr. Cooper ; I was upset and frustrated because of all the activity connected to this in XXXX. I told the agent the history and then requested that the entire second ( unauthorized ) payment be placed on my account as principal. The agent, again quite nice, told me that she could reverse the money to my bank, or she could place the entire payment as principal. I asked that it be placed towards principal. I checked the website and the entire second payment was changed and entered as principal. 
I thought this was resolved. 

By XXXX, I thought all was resolved after two months of aggravation ; not so! XX/XX/XXXX, a mortgage payment was applied to my loan from my online banking as I had requested. 
Then, on XX/XX/XXXX, another mortgage payment was applied to my loan.by Mr. Cooper. 
I called to speak with an agent on XX/XX/XXXX. He was not as nice, was more interested in being regarded as being customer courteous than in helping me. I explained the entire scenario from XXXX to XXXX to currently, XXXX. He did not help me. He wanted me to email my statement to him. On the Mr. Cooper website, it displayed two payments of my mortgage, XX/XX/XXXX and XX/XX/XXXX. I asked for a supervisor. He said his supervisor was not available. I just wanted the second payment to be reimbursed to me ; not to apply to principal. He asked me if I wanted the second payment to apply to principal ; I stated, No I wanted reimbursement. He told me repeatedly he could not give me reimbursement ; very terse throughout the conversation. He told me the supervisor could call me back. I asked for the supervisor to call me Monday, XX/XX/XXXX between XXXX. He made notes for the supervisor, XXXX, to call me, and also told me he was completing a complaint report on my behalf. I had no resolution at that time. 

Monday, XX/XX/XXXX, the supervisor, XXXX did not call me. I called at XXXX to get XXXX XXXX ( XXXX XXXX XXXX XXXX from Arizona to assist me. She was great ; referred to herself as XXXX she called my bank and we both spoke to the representative to confirm that Mr. Cooper did withdraw a second payment for XXXX, and it did go through. Based on that, XXXX agreed to refund my second payment for XXXX, that Mr. Cooper withdrew from my bank. She also emailed me her email and number should I have any further issues with Mr. Cooper in the future. She also told me she was going to review the phone call that I had had in XXXX with the Mr. Cooper agent because she thought that I had agreed to having payments taken for 3 more months, at that time. I had denied it because I did not even know I could do that ( over the phone ), and my intent was to decrease my payment activity ( i.e., extra principle ), not increase it. We agreed upon a time to call later in the week after she listened to the phone call ( s ). I was duly impressed with her concern, expertise, and follow-up. 

XXXX did not call me on XX/XX/XXXX as agreed. I sent her an email on XX/XX/XXXX ; she called me on XX/XX/XXXX. She informed me that I had agreed to have 3 more months taken out electronically from Mr. Cooper. I said that I did not recall that at all, and asked whether there was a transcript of that call and could I listen to it? She said there was a transcript and she could send me an address to get a copy of the transcript ; I could not listen to it. At that time, I declined the address to get the transcript. 
I thought about it and decided I did wish to get the transcript of the call so I emailed XXXX the next day ( XX/XX/XXXX ) informing her that I did wish the address to contact re : the transcript of the call she had listened to for the XXXX call. I received no response after 13 days, so I emailed her again on XX/XX/XXXX. My closing comment to her was : I have not heard from you and would like closure on this matter for my future dealings and confidence in Mr. Cooper as a mortgage company. 

Another 8 days have passed with no response from XXXX ( XXXX XXXX ) which makes me presume that either she did not listen to the XXXX call as she had relayed, or she was lying about my agreement to continue the automatic payment by Mr. Cooper till XXXX. 

Conclusively, I do not regard Mr. Cooper as a reputable mortgage company who has their clients best interest in primary order. Business is business ; either the company is customer-oriented, or not.

Company response to consumer: Closed with explanation