Consumer complaint received 2022-10-24
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX My credit history/payments is A+, I do not have missed or late payment over the previous several years. 

XXXX XX/XX/2022, XXXX, my Mortgage holder, phone XXXX, sold my Mortgage for XXXX XXXX XXXX XXXX NY XXXX XXXX MR. COOPER, XXXX XXXX, PHONE NUMBER XXXX. XXXX made my my last payment of $ XXXX XX/XX/2022 to LoanCare, and my next due amount of $ XXXX XX/XX/2022 was made on the new website of Mr. Cooper ( https : XXXX ) XXXX XX/XX/2022 AT XXXX P.M NEW YORK TIME. XXXX RECEIVED A CONFIRMATION on my email as following : 'Your payment submitted successfully LOAN NUMBER : XXXX, PAYMENT DETAILS, CONFIRMATION NUMBER XXXX, TOTAL XXXX, XXXX, XXXX Checking PAYMENT BREAKDOWN, MONTHLY XXXX XXXX XXXX details of your payment were sent to your email : XXXX If you need any assistance, call us XXXX. '' XXXX funds/money for my XXXX payment of my mortgage were available in my XXXX checking account, and I had paid my NEW mortgage institution through my checking account. 6.With XXXX, THERE WERE NEVER ANY ISSUE PAYING THROUGH MY CHASE CHECKING ACCOUNT. 
7.I WAS SHOCKED to see that UP TO DATE, XX/XX/2022, my mortgage was not taken out by Mr. Cooper, from my XXXX  Account. On their phone system, there is a clear message under my ( Mr. Cooper ) account number XXXX, THAT I HAVE MADE A PAYMENT ON XX/XX/2022. 
8.Today, XX/XX/2022 I called XXXX on behalf of Mr.Cooper 's customer service at XXXX. I spoke with XXXX, XXXX ID # XXXX. 9.I asked XXXX, why the money are not taken from my XXXX bank account to cover my XXXX mortgage? 10.XXXX  STATED THAT THE MONEY WERE REVERSED, THAT THE MONEY WERE NOT SUFFICIENT IN MY XXXX BANK ACCOUT, THAT I PAID WITH A DEBIT OR CREDIT CARD AND THESE PAYMENTS ARE NOT ACCEPTABLE. ALL MARK DID IS TO LIE!!!!!! 
11. THE MONEY WERE SUFFICIENT IN MY BANK ACCOUNT AND XXXX BANK CAN CONFIRM this fact. I DID NOT PAID my mortgage WITH ANYTHING ELSE, BUT by my XXXX  Account number. I have a confirmation number for this transaction CONFIRMATION NUMBER XXXX, as emailed me by Mr.Cooper. 12.Up to date, Mr. Cooper and XXXX NEVER NOTIFIED ME IN WRITING THAT THE MORTGAGE TRANSACTION WITHN CONFIRMATION NUMBER XXXX WAS REVERSED BY XXXX BANK XXXX I WAS THE PERSON TO INQUIRE WHY THE MONEY ARE NOT TAKEN FROM MY XXXX BANK ACCOUNT ON TIME SO MY MORTGAGE WILL NOT BE DEFAULTED. ALL MARK TOLD ME WAS ALLEGATION OF MY FAULT. 13. XXXX WANTED ME TO PAY MY MORTGAGE ON THE PHONE, WHILE I HAVE ALREDY HAD A CONFIRMATION NUMBER THAT IT WAS PAID. 14.I STATED MR. COOPER IS RESPONSIBLE AND MR. COOPER MUST INVESTIGATE WHY THE MONEY ARE NOT TAKEN OUT OF MY CHASE ACCOUNT. 
15.On the mean time, Mr. COOPER ILLEGALLY CHARGED ME {$20.00} LATE FEE OVER MY MORTGAGE AND IS PREPARING TO REPORT MY MORTGAGE AS PAID LATE TO THE THREE CREDIT BUREAU . 16.SEE THE FOLLOWING COPIED FROM MR. COOPER XXXX XXXX My Loan XXXX XXXX XXXX XXXX XXXX Amount {$1400.00} ; XXXXPRINCIPAL & INTEREST XXXX ESCROW XXXX FEES XXXX '' XXXX ALLEGE that Mr.Cooper is involved in illegal collection of mortgage late fees/monthly, and Mr.Cooper is sinfully faulting the mortgages of its clients, which mortgages Mr.Cooper just bought from XXXX. 18.There must be some double game, as originally XXXX was MY FIRST OWNER OF MY MORTGAGE, then transferred/sold to XXXX, which is part of XXXX, then Mr.Cooper XXXX the sub-server of XXXX, is re-buying the same mortgages back and forth. VERY SHADY GAMES! MUST BE INVESTIGATED, ESPECIALLY IF THESE ARE MORTGAGES ASSURED BY FHA.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief