Consumer complaint received 2022-01-27
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (DC)

Mr. Cooper purchased our loan in XX/XX/XXXX, one month after its origination with XXXX XXXX XXXX in XXXX, but Mr. Cooper did not apply a payment ( the first ) we had made on our mortgage. We have spend 14 hours on the phone with Mr. Cooper and send many emails asking them to correct our account and they will not. They have finally returned our payment but they have not corrected the records so our account says it is late and has the wrong principal balance. We have made payments every month but the account indicates we are 56 days late and that creditors will be notified. They sent back one of our payments, and are still holding the money from the first without applying to our account. 

Here is a detailed timeline of our efforts to resolve this issue : XX/XX/XXXX : We called both Mr. Cooper and XXXX XXXX XXXX ( XXXX ) to ask what happened to the XXXX payment we made to XXXX that was supposed to be sent to Mr. Cooper. 
We also submitted this question via email to XXXX. 
XX/XX/XXXX : Mr. Cooper responded to our email noting when our last payment was recording in our Mr. Cooper system, and when the next payment was due and failed to address the concern. 
We called XXXX, who said the loan number they used during the wire, didnt match our mr. cooper loan number. We got the wire info from XXXX. 
We called Mr. Cooper and shared all this info, they said they would escalate the issue and asked for some time to look into it. 
XX/XX/XXXX : We called XXXX, who said Mr. Cooper confirmed on XX/XX/XXXX that they had gotten the wire. XXXX told we they had communicated with XXXX not XXXX. 
We called Mr. Cooper, who said theyll keep working on it, and if they confirmed it received, then it should take 2 days to hit my account and to call back after XX/XX/XXXX. 
XX/XX/XXXX : We called Mr. Cooper. The representative said they put in a research request, and a POV ( not sure what that is ) She said there is a note that it should be resolved by the XXXX and then updated to say by the XXXX. She put a note saying that our payment status should reflect another month of payment. 
XX/XX/XXXX : We called Mr. Cooper : The representative said the case was closed, and the resolution sited was that they couldnt find the payment. 
Joint Call : We got XXXX XXXX XXXX on the phone with Mr. Cooper. 
XXXX XXXX XXXX Confirmed that Mr. Cooper had confirmed receipt of payment on XX/XX/XXXX. Mr. Cooper said thats all they needed and let XXXX XXXX XXXX hang up. 
We called Mr. Cooper a second time to connect with a representative who would escalate things further. We connected with XXXX XXXX who indicated that she would follow up with us on XX/XX/XXXX. 
XX/XX/XXXX : Email from XXXX. 
XX/XX/XXXX : Emails with XXXX checking in. 
XX/XX/XXXX : Email from XXXX saying Account Services have reviewed your account, and when the loan was transferred over the account was due for XX/XX/XXXX meaning your XXXX payment that was made to your prior lender was posted to your account. Bringing your next due date to XX/XX/XXXX. 
XX/XX/XXXX / XXXX / XXXX Emails to XXXX no response Send her payment history to prove all payments from our bank account. 
XX/XX/XXXX Emailed XXXX XXXX, XXXX and XXXX saying we needed resolution. [ We later learned that Mr. Cooper filed a formal customer service request based on this email. ] XX/XX/XXXX Research Incoming emailed us to say they would call us to address the customer service issue. 
XX/XX/XXXXWe emailed to ReasearchIncoming saying we hadnt been called and asked when might someone call us? ( no response ) XX/XX/XXXX We called Mr. Cooper, they said XXXX would respond to us that day. 
XX/XX/XXXX We called Mr. Cooper and got to a new escalation person XXXX XXXX. 
XXXX said none of the cases on our account were currently open Our account showed that we had 6 cases previously, all closed. 
XXXX said she would look through our case and follow up in a couple days. 
XX/XX/XXXX We sent XXXX the wire transfer info we had previously gotten from XXXX, and all our payments backup. 
XX/XX/XXXX ( called ) XX/XX/XXXX ( emailed ) No response from XXXX XX/XX/XXXX XXXX called us. We together called XXXX. Got another wire transfer number. 
XXXX said wait until XX/XX/XXXX for an update. 
XX/XX/XXXX XXXX sent me the formal customer service letter saying there will be a response from Customer Service by XX/XX/XXXX, but XXXX assured us she was still also working on our case. 
XX/XX/XXXX We sent XXXX the payment transaction from XXXX that showed the remaining XXXX balance when that payment was made. No updates from XXXX except acknowledging receipt. 
XX/XX/XXXX : Email to XXXX no response XX/XX/XXXX : Called XXXX and left VM XX/XX/XXXX : Called XXXX and left XXXX  Emailed XXXX and XXXX and XXXX with our XXXX 1098 tax form that further proved we had made all the payments and our Mr. Cooper account was incorrect. 
XXXX responded via email saying no updates yet. 
XX/XX/XXXX : Emailed XXXX XX/XX/XXXX : Called XXXX and left XXXX in am and pm Emailed XXXX and XXXX and XXXX asking for an update. XXXX responded via email saying no updates yet. 
XX/XX/XXXX : We called XXXX and left XXXX, she called back. Chevons going to escalate again with the 1098. XXXX thinks the issue is our boarding balance, its not a missing payment issue. Acquisitions need to make the adjustment. Its all back office. XXXX is going to reach out to them again. 
XX/XX/XXXX : Called XXXX and left XXXX Emailed XXXX and XXXX and XXXX asking for an update. 
XX/XX/XXXX Emailed XXXX and XXXX and XXXX asking for another update. Phone tag with XXXX. 
XX/XX/XXXX We called XXXX, who didnt pick up. 
We called customer service and spoke with XXXX XXXX XXXX. She sent us our {$1400.00} payment back. But our account still does not reflect the payment originally made to XXXX.It then showed we were months behind on our paymenyts and an inaccurate principal balance XX/XX/XXXXWe spoke with XXXX twice. 
Group call with XXXX and XXXX. XXXX said Mr. Cooper needs the wire transfer values for the wire transfer numbers we have This was the first Mr. Cooper followed up since XX/XX/XXXX that the information was not sufficient.