Consumer complaint received 2024-02-06
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc. (TX)

Mr. Cooper - Chronology Created : XX/XX/XXXX XXXX XXXX My name : XXXX XXXX My email : XXXX My address : XXXX XXXX XXXX, XXXX, TX XXXX My phone number : XXXX Company I am complaining about : Mr. Cooper ( formerly Nationstar ), Loan Number : XXXX SUMMARY - Context - I have always mailed an 'e-check " directly from my bank ( XXXX XXXX ) on or about the XXXX to the XXXX of the month, in advance, for the following month 's mortgage payment. I have never been late on a mortgage payment, and had 'Excellent Credit ', as a result. 

Ever since XXXX XXXX XXXX, on or about the time I was informed to start sending payments to a company called " Mr. Cooper '', instead of Nationstar, there have been problems, with them receiving my payments. 

It was in XXXX that I received my first late notice from Mr. Cooper. From XXXX through this past month ( XX/XX/XXXX ), I have had late notices every month, collection letters, etc. 
In each instance it is a case of I sent the e-check around the XXXX of the month and they still don't have it, yet in my bank statement it shows they not only have it, but they have cashed the check and it has posted to my bank account.

Note : They usually find it, but long after it becomes past due.

As you can see from the chronology, I have been on the phone with agents of Mr. Cooper multiple times per month in XXXX XXXX XXXX XXXX XXXX and XXXX and XXXX XXXX XXXX 

XX/XX/XXXX - I made payment over the phone for the XXXX payment, because they still cant find the check we sent, via e-check from our bank, XXXX XXXX XX/XX/XXXX. - they informed me they did receive the e-check and have posted it to our account to pay the XX/XX/XXXX payment. 
Now we have a double payment for XXXX. They said, they would hold the e-check and apply it to the XXXX payment, rather than send it back. 

In early XXXX they decided they would send me a refund check, since auto-pay was already set up for XXXX payment. So they did send me a refund check. Also I was told the payment amount had dropped due to lowered property taxes. 

The XXXX payment, via auto-pay, didn't go out on time because when their system issued the refund to me, it automatically deleted the auto-pay I had set up, and even too the 'auto-pay " option ( button ) off the Mr. Cooper splash page for me. 

XX/XX/XXXX, I made XXXX payments on the phone, via a debit to the bank account. The first was for {$170.00}, which was the difference between the new amount {$1900.00}, and the old amount of {$2100.00}. That satisfied their computer for the XXXX payment, and they assured me my account would become current, with these XXXX payments. I went ahead and made a second debit to the bank account of {$1900.00}, which is the XXXX payment. As it turns out, XXXX ( the agent I worked with ) took down my bank account number wrong, or input it in their system wrong, XXXX or the other, and those XXXX payments were rejected. NO ONE CALLED TO INFORM ME THE PAYMENTS WERE REJECTED!!! 
I kept looking for the payments to hit and the never did. I was never contacted by them to let me know anything was wrong. 

On XX/XX/XXXX the XXXX payments still had not hit, I called them and they informed me the bank account number for those XXXX checks was rejected, therefore the payment wasn't made. 

So, once again, I gave them the bank account numbers and made the XXXX payments over the phone. It was at that point they informed me that it would be reported to the credit bureau. I escalated to management, and told them I gave them the correct bank account numbers and I can not control what numbers their agent put in the computer and they would accept no responsibility nor would they re-consider their position. 

The experience of working with Mr. Cooper has been a complete horror show, ever since last XXXX, and they have single handedly ruined my credit, due to this mis-handling of my account