Consumer complaint received 2021-10-27
Company: Mr. Cooper Group Inc.
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2021, my mortgage was transferred to Mr. Cooper, Nationstar mortgage co. 
I received correspondence from Mr. Cooper that a loan payment was due on XXXX XXXX. 
I set up an online bill pay through XXXX to pay my mortgage payment. My bank drafted a payment to Nationstar Mortgage co. on XXXX XXXX to pay the XX/XX/2021 loan payment in the amount of {$1000.00}. In XXXX I got notification that my loan was late and that the company was accessing a late fee on my loan. 
I contacted the company they refunded the late payment and my next loan payment drafted out of my account XXXX XXXX, this was to make my XX/XX/2021 loan payment. 
In XXXX I had yet another late fee, I contacted customer service, the fee was reversed, and on XXXX XXXX and XX/XX/2021 additional payments were drafted from my XXXX XXXX  Account. 

I realized after several calls to customer service, talking to the escalation dept, and referred to the " research dept '', that Nationstar had not credited the XX/XX/XXXX, payment to my loan. In fact they claim they can not located the money. 

After several more calls to customer service and several scripted letters from my new loan company, I submitted the requested documentation to prove that the payment in XXXX, was drafted, cleared my account and paid to Nationstar. I contacted my bank and got the electronic confirmation code for the payment. My bank verified that the payment cleared my account, went to payee Nationstar at the address of XXXX XXXX XXXX XXXX, Texas. I submitted bank statements for 2 months, and the electronic confirmation code as requested by Nationstar. 

The mortgage company is now requesting more documentation, including a paper copy of the electronic transmission from my bank, and has said they can not locate my money. I am getting the run around, and this is a classic stall tactic. 

We have been exchanging letters and documents for months. My loan is only 3 months old with this company, and this has gone on long enough. They insist on giving me the same letter, over and over, with no resolution. This is the opposite of customer service, in fact it is the worst customer service. 

I have surmised that the 1st payment in XXXX went to Nationstar before my loan account was set up, therefore I did not have a loan number to attach to the first payment. I am quite sure that my payment is in a general fund with the company, and they will not involve themselves to investigate this beyond telling me that my loan is current. I know that, I pay it. 

I have all my documentation to provide to you, and now I have put in an in a request with my bank, to provide detailed information to Nationstar, since Nationstar had the audacity to blame it on my bank. 

The bottom line in all this is that Nationstar has the proof that the money was deducted from my account and paid to them. I want my {$1000.00} refunded to me, now, not after more excuses and redundant letters. 
They are holding my money, and will not refund it to me, this must be rectified. 

I am hoping that you will be able to help me in the refund of my money. I also have great concern for the lack urgency and poor customer service, from this company. If they treat a new client like this what will they do in the future? 

Thank you.

Company response to consumer: Closed with explanation