Consumer complaint received 2022-08-26
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (TX)

To begin I was unwilling serviced transferred to Mr cooper mortgage company effective XX/XX/XXXX. I begin attempting to set up bi-weekly automatic withdrawals set up online via the app. I immediately noticed they treat consumers differently if you want to set up bi-weekly withdrawal because for some reason they targeted this and only allow an easy process if your willing to set up a monthly withdrawal process. I call to see if there is any issues with online app such as a one time error perhaps. I was notified I have to complete my request in writing via a h forms and the process could take 30 days or longer. This initial interaction was on XX/XX/XXXX and I have a huge problem with this lender targeting consumers who want to save money on interest with the Bi-weekly withdrawals. If Im allowed to set up a once a month payment withdraw easy and painless on line why make it so difficult for a bi-weekly set up? The only conclusion I have is because the lender is completing predatory acts that should be illegal. They hope to make the process so long and cumbersome that we just forget about it and pay them all the interest over the life of the loan. I than submitted the request same day XXXX with the signed authorization form but I did make an error and was notified I failed include the voided check rather quickly on XX/XX/XXXX. I resubmitted the information on XX/XX/XXXX including the signed authorization form and the voided check. I receive an ach rejection letter via email on XX/XX/XXXX indicating I failed to include a signed authorization form when in fact I did. I call first thing in the morning XX/XX/XXXX to express my concerns in which I am escalated to an escalation team member who I confirmed is not a supervisor basically just another TM telling me I have to complete the process all over again. In addition this escalation tm notifies me the reasoning on the letter I received is wrong and it was truly rejected because the voided check is not visible basically saying I cant trust written communication received form the company. My hope at this point was to speak with a supervisor or someone in leadership but I was told leadership is. It available that she would submit a request for someone to call me within XXXX business days to discuss but I would have to start the process all over again. 

I dont believe to be blowing this out of proportion. I dont think any consumer should be yreat d differently because of how we elect to make payments. Making it easy for one consume to pay that is going to pay max interest to the company gs making someone jump through hoops to save some interest over the life of the loan. This process is flawed and the fact the process for mr cooper is that no leader will speak with you same day on an urgent matter directly reflects what this company thinks of clients. I wish I would have never been service transferred to this company and hope no other customers are treated this way simply because we are tying to do what is in our best interest. Furthermore I am trapped against my will with this company as interest rates have skyrocketed and refinancing would make my mortgage unaffordable. The money I would saved if I was allowed to set up my bi weekly automatic drafting may not be a lot to mr cooper but to me its a ton. Please look into this UDAP violation and ensure they allow all consumers to set up payments how they like quickly and easily online and not target who based on payment election preferences. They should give me interest for the violation and targeting!!