Consumer complaint received 2023-05-30
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (LA)

On Thursday evening XX/XX/XXXX our homeowners insurance company XXXX debited our personal account of {$1500.00}. We contacted XXXX immediately assuming this was an error but were told that this payment was for our homeowners insurance policy because they never received payment. We reminded that Mr. Cooper is our loan provider and pays that from the escrow they collect from us. According to XXXX they contacted Mr. Cooper several times but never received payment and that Mr.Cooper had in fact told them that they refused to pay because they believed it was not due. We were unable to get anybody at Mr. Cooper on the phone that night so created a ticket in their online system explaining the issue Ticket # XXXX. We again contacted Mr. Cooper the following day Friday morning XX/XX/XXXX and had a representative from XXXX on the line also and together addressed the concern. Mr. Cooper claimed they assumed when they purchased our mortgage that our previous loan provider had already paid the homeowners insurance and that the next due date would be in XX/XX/XXXX. Mr. Cooper purchased our mortgage about 1 month after we brought the home and so the previous provider never made any payments from escrow. We explained that we were blindsided that neither XXXX nor Mr. Cooper had notified us of this payment dispute. We begged Mr. Cooper to address this immediately as our bank account was now drained due to this payment and we are incurring overdraft charges. XXXX reported that the full payment of {$3900.00} was several months overdue and XXXX debited our bank account of {$1500.00} as a partial payment. Mr. Cooper said they would overnight a check with the full payment of {$3900.00} and XXXX agreed to return the partial payment to our bank. On the following afternoon XX/XX/XXXX we contacted XXXX and learned that they never received the overnight payment from Mr. Cooper but it was a holiday weekend ( XXXX XXXX XXXX XXXX ) so check again Tuesday. We then contacted XXXX on Tuesday morning XX/XX/XXXX and they said they still havent received any payment. We again had them join in a call with Mr. Cooper who now claim that they have a check but it had not been mailed and that it should be sent within 3 business days as that is their standard overnight timeline. We were horrified and asked in what world is an overnight payment a 3 day process especially since they claimed to already see that a check has been processed and ready to be mailed but cant say when it is going to be. We reminded of the financial distress we were in due to their negligence and requested a supervisor. The Mr. Cooper associate put us on hold and returned to the call claiming to have submitted a request for a supervisor and explained to the supervisor our situation and they told him to relay to us that they will get back to us in 24-48 hours. We spent another XXXX minutes again requesting a supervisor explaining that this was urgent and that waiting another XXXX  days for them to address this would be unacceptable. The associate declined to transfer it saying we just need to wait for them to call us. We have no other recourse other than to make a complaint as Mr. Cooper is negligent in making payments from our escrow. Payments is months overdue and Mr. Cooper is unwilling to address the issue in a timely matter.