Consumer complaint received 2022-06-05
Company: Mr. Cooper Group Inc.
State: UT
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I need help in Dealing with Mr. Cooper Home Loan collections. 

In XXXX of XXXX, my home mortgage was transferred from XXXXXXXX XXXX loan number : XXXX, to Mr. Cooper, Loan number : XXXX. 

I did not receive notification from XXXX XXXX until XX/XX/XXXX, even though the letter XXXX XXXX sent me is dated XX/XX/XXXX. 

I pay my home mortgage via my XXXX XXXX online bill pay system. I have never missed or been late with any home mortgage payments to XXXX XXXX. 

I contacted Mr. Cooper via their customer serviceon or about XX/XX/XXXX, to set up my online home mortgage payments. I reached a XXXX who is with customer service and represented Mr. Cooper. 

I told her that I was not able to log on or create a log in at the Mr. Coopers web site. She told me that the letter that had been sent out notifying me of Mr. Cooper assuming my home mortgage had listed an incorrect home loan account number. 

My correct Mr. Cooper home loan mortgage number is : XXXX. She also informed me that Mr. Cooper was in the process of changing over the new home loans they had assumed and that I would not be able to log in or create an account for another two weeks and that should call back then. 

On XX/XX/XXXX, I contacted Mr. Cooper via their customer serviceand eventually was transferred to XXXX, she provided an identification number of # XXXX, she helped me set up my XXXX XXXX  on line bill payment. She provided the following information necessary to make on line home mortgage payments : Mr. Cooper, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, Account number # XXXX, Router number # XXXX. ( XXXX ) XXXX. 

She also said that if I wanted to just make a home loan payment by check I could send it to : Mr. Cooper XXXX XXXX XXXX XXXX, TX XXXX. 

I sent my XXXX online home mortgage Payment number # XXXX, to XXXX XXXX, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. 

The letter XXXX XXXX  sent me states that they were accepting mortgage payments until XX/XX/XXXX, and that Mr. Cooper would be accepting mortgage payments on XX/XX/XXXX. 

I sent my next three ( 3 ) home mortgage payments to Mr. Cooper at this address as directed by their customerservice representative : Mr. Cooper, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, Account number # XXXX, Router number # XXXX. 

XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. 

XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. 

XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. 

On XX/XX/XXXX, I again contacted Mr. Cooper via customer service and spoke with XXXX. She said that she did not have an identification number. I told her that I had received my XX/XX/XXXX, home mortgage statement from Mr. Cooper and asked why it showed that I now owed a payment of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, {$2200.00}. 

She said that Mr. Cooper had not been receiving my home mortgage payments. I told her I paid my home mortgage through my XXXX XXXX on line payment system. she asked me where I was sending the payment. I gave her the above payment information that I had earlier received from Mr. Cooper customer service. 

She then told me that I had been sending my home mortgage payments to the wrong address, and told me this is the correct address where I need to send my on line home mortgage payments : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, Account number # XXXX, Router number # XXXX. 

I have sent my last two ( 2 ) home mortgage payments to the above address : XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXXXXXX XXXX Date online payment posted XX/XX/XXXX. 

XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX Date online payment posted XX/XX/XXXX. 

On XX/XX/XXXX, I was contacted by Mr. Cooper customer service ; they wanted to verify that I had made my home mortgage payment for XX/XX/XXXX. 

I told them I had made an on line payment via XXXXXXXX XXXX on line bill pay system to Mr. Cooper. The customer service person told me to send them a copy of my payment. They gave their web address which is as follows : XXXX. 

On XX/XX/XXXX, I scanned and e-mailed Mr. Cooper a copy of my XXXX bank statement showing that I made my home mortgage payment on time to Mr. Cooper and that it had posted to my XXXX XXXX  account as I show above. 

On XX/XX/XXXX, Mr. Cooper sent me a letter, The subject : Research reference number # XXXX, stating that they had received my XXXX mortgage payment and applied it to my mortgage but had not received my XXXX mortgage payment. 

Mr. Cooper did not provide me with any information as to if I was paying my home loan to the correct address or account number, just that they had received my payment. Mr. Cooper has failed all my requests in writing to provide me with the correct information to pay my home mortgage. 

On XX/XX/XXXX, I e-mailed Mr. Cooper my XXXX XXXX  transaction history showing all my payments to Mr. Cooper via XXXX on line bill pay system as stated above, and told them that I would like to know the following : The Correct mailing address for Mr. Cooper 's online bank payments, The correct Account number, and Routing number if the above information that Mr. Cooper has provided to me is not correct. 

On XX/XX/XXXX, I sent Mr. Cooper a detailed e-mail listing all my contacts with Mr. Cooper customer service and a history of all my payments sighting the five attachments of my XXXX XXXX payment histories to Mr. Cooper. 

Mr. Cooper replied to my e-mail by referring me to their customer service people who I have been contacting all along ; customer service are the ones who referred me to their research people and provided me with their e-mail address XXXX. 

I contact customer service they give me the wrong information, then they refer me to their research department who then refers me back to customer service. 

Mr. Cooper is however charging me interest payments and I fear may be listing me as a failure to pay case to affect my credit history. 
They are stating that I owe them a payment of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX  {$2200.00}, but they have yet to explain how I owe this much money when I have made every payment that was due. 

I need help with Mr. Cooper. I have been contacting them since they assumed my home mortgage and they have consistently given me bad information as to where I make my home loan payments. 

I simply want to make timely payments and I have been. Mr. Cooper says I have not been making my home mortgage payments, they call me all the time and harass me telling me that I have to make a payment. 

I have sent them proof of my payments but they say they can't find where I have made these payments even though I have sent the payments to the different addresses that the Mr. Cooper customer service people have provided. 

I am afraid because Mr. Cooper is a collection agency. I feel they might be trying to seize or foreclose on my home due to failure to make payments. 

They have claimed from the start that I have not been making my house payments when I have been. I have the electronic XXXX XXXX  payments that show I have been making payments to Mr. Cooper at the address their costumer service people have given me each time I spoken with them Please help me with this matter. 



Thank you, XXXX XXXX ( XXXX ) XXXX

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