Consumer complaint received 2021-08-03
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (CA)

My husband and I refinanced our home at the end of XXXX to get a lower interest rate. XXXX XXXX Mortgage was the bank that owned the loan after our refinance. The first mortgage payment ( after the refi ) was due on XX/XX/XXXX. I made that payment to XXXX XXXX Bank. On XX/XX/XXXX, I made the payment that was due XX/XX/XXXX. Unbeknownst to me, on XX/XX/XXXX, XXXX XXXX XXXX  transferred our loan to Mr. Cooper. 
Mr. Cooper currently claims we are two months behind on our mortgage payments. I first became aware of the problem on XX/XX/XXXX, when I noticed my mortgage statement had a late fee on it and said we owed double our mortgage amount. I emailed Mr. Cooper immediately and called them the next day. On XX/XX/XXXX, I spoke to XXXX XXXX at Mr. Cooper. He explained that they did not have the payment from XX/XX/XXXX, and that it showed that my XXXX payment was not paid until XX/XX/XXXX. Since I made both payments before my loan was transferred, he asked that I email my bank statements proving that I paid both of those payments to XXXXXXXX XXXX XXXX. On XX/XX/XXXX, I emailed Mr. Coopers research department explaining the issue and attached my bank statements. I later received a letter in the mail stating there was no error found and the investigation was closed. I called Mr. Cooper back and explained the issue again and they said that XXXX XXXX XXXX  did not transfer the XX/XX/XXXX payment and that I needed to contact XXXX XXXX Bank and ask them to transfer the money to resolve the issue. I followed up with XXXX XXXX XXXX  and I was informed that Mr. Cooper was not owed the XX/XX/XXXX payment because they took over the loan less that payment. For reference, our refinance loan amount was {$370000.00} on XX/XX/XXXX we paid {$2000.00} ( {$1200.00} went to the principal and {$74000.00} went to interest ). When Mr. Cooper took over the loan, the amount was {$370000.00}. On XX/XX/XXXX, I explained all this to XXXX at Mr. Coopers Texas call center and XXXX XXXX at Mr. Coopers Arizona call center. I was asked to resend my bank statements and I also included my XXXX XXXX XXXX payment history statement. The next day, on XX/XX/XXXX, I spoke to XXXX at the Arizona call center ; he attempted to get me in contact with a manager, but I never spoke to a manager. I called back about an hour later and spoke to XXXX. XXXX seemed to understand and see the problem ; she said that it would take 5 business days or less for a resolution to be reflected on my account. On XX/XX/XXXX, I received an email from Mr. Cooper stating that I owed XXXX and XXXX payments plus late fees. I have already made both of these payments and now our credit scores are in jeopardy because of their incompetence. I called Mr. Cooper immediately after reading the email ; I spoke to XXXX in Texas. XXXX informed me that it now showed that I was behind two months of payments regardless of the fact that I have made all my payments and I have proof of all payments. XXXX said that he would send my paperwork to the research department and it would take 10 to 15 business days before it will be resolved. I have provided Mr. Cooper with my backup paperwork twice proving that we have not missed a payment. It has been over a month and the problem has gotten worse rather than better.