Consumer complaint received 2021-06-17
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (TX)

I have been a customer of NationStar DBA Mr. Cooper for about 8 years now. I have always paid my mortgage online. On XX/XX/XXXX I made my XXXX mortgage payment online as always, but this time I accidentally scheduled it for XX/XX/XXXX. An agent from Mr. Cooper called me on or about XX/XX/XXXX to make me aware of the situation and asked me if I wanted to change it and apply the payment immediately. I said yes, of course. She even went the extra mile and said she would back date the payment to show that I had actually made my payment on the XXXX so I would not incur any late charges. I was so grateful, but little did I know it would go downhill from here. 

Around XX/XX/XXXX another agent called me regarding my unpaid XXXX mortgage payment. I was horrified and extremely upset. This person attempted to help, but could not figure out what was going on. She said she could see the payment pending, but did not understand why it was not applying and showing as paid for XXXX. She promised to call me back and didn't. So I began checking my account daily to see if the payment had been applied. It had not, and then the month of XXXX comes. This lead me to start call every other day to talk to someone, and I kept getting the same run around ... basically no one knew what to do. And, lucky for me I had the additional money to go ahead and pay my mortgage for XXXX XXXX again XXXX and XXXX. So, reluctantly, I did. I say reluctantly because I was afraid they would steal from me again. 

I ended getting the Research Dept, which was an absolute waste of time. And, by the way, the research is email only. What great customer service, in my most sarcastic tone. They, first sent me a letter ( by email ) stating that they could not find the payment. WHAT!?! That was the whole reason for my contacting them. That was known, I wanted to know what happened. Crickets, nothing!!! Then I got a letter stating that I needed to show proof that the payment had come out of my bank ... when clearly my payment was there as a few agents had already admitted that they could see it pending. However, I ended up sending them the statement showing where the payment was deducted on or about XX/XX/XXXX. In the meantime, my patience grew thin and I started calling almost daily in hopes of getting an experienced agent to help me. 

I finally ended up speaking with a young man who was able to simply refund my money. I was satisfied and done with this whole thing until I received an email this morning requesting for the second time for me to send them a bank statement showing where they deducted ( stole ) my mortgage payment. I was astonished. 

I checked my account this morning and saw where my money has been refunded. Whew, right?!? I started to let this go, but this is too important. So many of us rely on web based systems to conduct financial business. Despite the dark web dangers, I like to see and know that my payment is applied when I pay online. SEEING it is the most important. And, since you are not having to actually deal with a person, I feel like the possibility for theft is eliminated. However, in this situation I felt bewildered and somewhat lost. It's upsetting to think that they are people who may have give up in frustration, or not have extra money to pay twice for one month 's mortgage, or end up taking a hit to their credit for something that they, nor even the dark web, is responsible for. We trust these banks to do right, and this is what we get. I'm an attorney, so I was not giving up and was willing to take it further. But, how many other people can do that? How many people have been screwed by their bank/mortgager feeling like they have no recourse? 

It is not ok, and I hope CFPB addresses it with them.