Consumer complaint received 2024-01-11
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc. (MA)

I had successfully made the first two payments of a trial plan in the months of XXXX and XXXX. When I logged on to my account to get the XXXX information, it showed two payments posted on XX/XX/XXXX, one of which I know was the payment I made over the phone for XXXX on XX/XX/XXXX, and the other, I assumed had been a payment debited from our account for the month of XXXX ( as it was our regular payment amount ). I saw this information and assumed we were all set for XXXX. I have screenshots and documentation of all of this information. Upon second guessing myself on the night of XX/XX/XXXX, I searched for the Mr. Cooper customer service hours and was relieved to find that their customer service phone line would be open on Saturday XX/XX/XXXX, central time, until XXXX, which would be until XXXX my local time. On the morning of Saturday XX/XX/XXXX, I called every single Mr. Cooper customer service phone number I could find online, and only received an automated message telling me to call back during regular business hours, even though it is LISTED ON THEIR WEBSITE that they are available on Saturdays. I then headed to the website and attempted to make a payment there, where I continued to get an error. Regardless of the website error, I absolutely should have been able to make a payment over the phone, with an agent, that morning- or at the very least clarify the information I was seeing on the website to see if a payment even needed to be made, since I was showing two payments posted in the month of XXXX on my end, which is where the confusion arose in the first place. I continued to search their website and though XXXX XXXXXXXX XXXX XXXX is listed as an observed holiday on which their offices would be closed, Saturday XX/XX/XXXX was not listed and an agent should have been available for me by phone on that day as advertised on the website. Since that was not made available for me, I then continued to overnight a check to the company, in an abundance of caution and an attempt to get a payment in before the end of the month for the last trial payment period, if a payment was necessary, even though the website information made that very unclear. I then called the office on the next day they were open, XX/XX/XXXX, to clarify if a payment needed to be made and if one did, let them know they should have received, or would be receiving due to any postal service holiday delay, a check that I had over-nighted on the day of Saturday XX/XX/XXXX since their offices were unjustly closed. I provided the agent with the tracking number of the check and was told she would contact her supervisors for a decision on if they would accept the check or not, as a payment was in fact due. She also attempted to explain the two payments I was seeing, and did so in terms that no consumer would understand. I told her I trusted her even though I was still very confused and appreciated her help and would look forward to her call back. This was on XX/XX/XXXX, and I have attempted to contact the loss mitigation agent, XXXX, on XXXX, XXXX, and XX/XX/XXXX, each time being promised that a message was left with her and I would be receiving a callback- yet with no callback or update on the status of my account. The effort to make the payment before month 's end was there on my side, and the company has failed me as their consumer as I was not given the advertised resources to do so. The website display of the payments is so misleading and confusing to the consumer, it is just wrong for a company to not then be available during their advertised hours for support. Then, for them to not accept my check payment considering their fault in the matter is just inconceivable and undoubtedly deserving of a complaint with the CFPB. Companies are supposed to be trying to help consumers stay in their home, and a little empathy and acknowledgement of their role in the matter isn't too much to ask for as a consumer.