Consumer complaint received 2023-01-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (AL)

I made a principal only payment of {$13000.00} to my mortgage servicer, Mr. Cooper, on XX/XX/XXXX. I received a confirmation number for the payment of # XXXX. My bank statement reflects this payment was cleared out of my bank account on XX/XX/XXXX. The payment cleared XXXX time. This amount was not enough to fully pay off my mortgage. 

On XX/XX/XXXX, my account on the Mr. Cooper website showed my mortgage account was paid in full. This was incorrect. I called to alert Mr. Cooper to this error and was told this was a known issue at Mr. Cooper where a system change was made on their end which caused problems for many of their customers. After multiple phone calls documented over weeks with Mr. Cooper representatives, they sent me a new payoff amount, which was still incorrect because the amount did not include the lump sum payment of {$13000.00} made in XXXX. They are now saying that the payment was returned by my bank, although my bank has no record of it and they are also telling me that my XXXX payment is past due. So, Mr. Cooper states they do not have my {$13000.00}, yet I also do not have my {$13000.00}. Therefore, where is my money? There has been gross incompetence on Mr. Coopers part causing me weeks of emotional distress, stress, anxiety, and countless hours of my time away from my job dealing with them on the phone. I need this cleared up immediately! 

A detailed timeline follows : XX/XX/XXXX : I made a {$13000.00} principal only payment on my mortgage. Confirmation # XXXX. 
XX/XX/XXXX : {$13000.00} was drafted and cleared from my bank account. 
XX/XX/XXXX : Mr. Coopers website incorrectly showed my mortgage was paid in full. I called and spoke to XXXX at Mr. Cooper. She said my account shows the payment was posted XXXX and has been paid off. This was incorrect. I was transferred to escalation specialist, XXXX, who said this was a known issue they are working on. She said there had been a system change from XXXX to XXXX and this has impacted multiple accounts in a similar way. 
I sent her a screen shot of my bank account reflecting the payment had cleared my account just once on XX/XX/XXXX. She stated they were working on the issue and she would get back with me. 
XX/XX/XXXX : Mr. Cooper escalation specialist, XXXX, left a voice message on my phone for a different customer explaining all the details of this persons loan and leaving it on my voicemail. I have a recording of this message as proof Mr. Cooper gave details of a loan to a XXXX party. 
XX/XX/XXXX : I was told by Mr. Cooper escalation specialist, XXXX, that the issue had been fixed. I requested a new payout statement. The payout statement that was sent to me was still incorrect and continued to not reflect the XXXX {$13000.00} payment. 
XX/XX/XXXX : Again I spoke to XXXX at Mr. Cooper about the payout issue. She stated it still is not resolved and she would contact me when they have more information. 
XX/XX/XXXX : I called Mr. Cooper again after still not hearing back from XXXX as promised. I spoke with XXXX who wanted to speak to my bank in a group call for me to prove that the payment had not come out of my account XXXX, even though they hadnt ever posted it XXXX. We began the group call with my bank, but after the way my mortgage had been handled, I did not feel comfortable with her hearing my passcodes and other private information so I ended the group call and spoke to my bank privately about sending my statement to Mr. Cooper. 
XX/XX/XXXX : I emailed an official XXXX bank statement from my bank to XXXX and requested that they post the {$13000.00} payment that is shown to have come out of my account on XX/XX/XXXX. I also spoke to XXXX at Mr. Cooper who said the statement would not work. When I asked why, the call was disconnected and XXXX did not call me back. 
XX/XX/XXXX : I called back and spoke to XXXX at Mr. Cooper : XXXX, Yes, we are going through something, but that shouldnt impact you. This is on our end. I show that {$13000.00} has been posted and approved. They took the payment on XXXX had it listed onto the account. 
I think we know that the payment posted. WE need to update our transaction history. Give me through tomorrow to talk to my accounting team and I will follow up with you on Monday. 
XX/XX/XXXX : I spoke to XXXX at Mr. Cooper. She had reached out to accounting to ask them fix the transaction history so it would correctly reflect the lump sum payment of {$13000.00} on the principal. She got her manager involved and said she would let me know when she has new information. 
XX/XX/XXXX : I received a new pay off statement which STILL did not reflect the {$13000.00} lump sum payment. 
XX/XX/XXXX : I spoke again to XXXX at Mr. Cooper to let her know that the latest pay off statement was still incorrect. She acknowledged and confirmed that it did not reflect the lump sum payment. She said she had not heard back from accounting yet. She said they are very backlogged dealing with these issues right now. I explained I dont feel comfortable paying anything until this issue gets fixed. XXXX said she would be in touch with me when she learns more. 
XX/XX/XXXX : I again spoke to XXXX at Mr. Cooper who updated me saying she had not heard anything from her accounting department person. She said she had gotten her manager involved and escalated it. In this call XXXX again confirmed that this was on their end and not my end. She let them know I wouldnt be paying until the posting issue was fixed. She had them remove the late fee on my account since I had not yet paid my XXXX payment while waiting for this issue to be resolved. She said she would be in touch with me. After I talked with XXXX I received an email from Mr. Cooper saying they conducted an investigation and determined that the payment received on XX/XX/XXXX in the amount of {$13000.00} was returned unpaid to the bank account from which it was processed on XX/XX/XXXX, due to an invalid bank account number. 
AGAIN, This is not accurate. First they say the payment was received XXXX, then they say it wasnt received at all. I want my account to reflect the payment that was made ( and NOT returned to me ) and a new CORRECT payoff statement.