Consumer complaint received 2022-12-10
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (SC)

Two ( 2 ) emails sent to Mr. Cooper Mortgage management and Customer Service~~ Please consider this email to both of you as a formal complaint regarding the terrible service we have been receiving in trying to find out what your company did with our XX/XX/XXXX mortgage payment. As detailed below, it was mailed in XXXX from a South Carolina post office and has not been credited to our account and never cleared our bank. A chat conversation ( ticket ) was initiated on the morning of XX/XX/XXXX ( with " XXXX '' ) and we were advised there there was a piece of mail which had come into your office with our return address on ( do not know how this was determined ) and that it was most likely the payment which would be processed. That was not true, of course, so on Tuesday, XX/XX/XXXX Customer Service was called ( and the computer generated voice actually told us that our mortgage was serviced by XXXX!! -- see comment below ). We did get through your horribly annoying telephone 'tree ' and speak with a woman in Customer Service who advised us to send the email below. She dictated the wording to us, we sent it and were told by her that we would hear back within 3 business days. That, of course, did not happen. On Friday, XXXX XXXX  we called and spoke with 'XXXX ' in Customer Service . He said that he did not see any issue with the application of the prior payments being applied out of order, there was still no record of our December payment and there was no way we were told we would hear back from " Research '' regarding this check is within 3 days. So at least 2 of your staff are not telling us the truth. 

1. There was a piece of mail from us on XX/XX/XXXX XXXX. Write this email and the " Research '' department would be back in touch in 3 business days with an answer Back payments were not being correctly applied. ** ( This statement alone is a red flag and makes us believe that there has been an on-going screw up with the way our checks are being processed to our account. ) ** 3. All payments are being correctly applied and no way the " Research '' department would be back to us in 3 business days Which ones are the lies? 

We would appreciate some intervention from upper management on this issue. We greatly value our credit scores and ratings and do not want any problems to result due to the incompetency of staff at your Company. The payment is nearly XXXX XXXX so just sending an additional one is not so easy. Our bank charges {$31.00} for a stop payment and we were told by XXXX that Mr Cooper would not reimburse us for that charge if it came to that. 

Telephone number to contact us is XXXX XXXX. Please resolve this for us. 

XXXX -- -- -Original Message -- -- - From : XXXX To : XXXX XXXX Sent : Tue, XX/XX/XXXX XXXX XXXX  Subject : Missing Payment for Loan # It appears that all of my payments are being applied 2 months out and I mailed the XX/XX/XXXX payment on XX/XX/XXXX *Check XXXX XXXX which has not yet been applied to my account. We are still showing that our XX/XX/XXXX payment is due. The check has not been cashed, per my bank. 

My Phone # is XXXX Also, as an odd aside to what might be going on, when I phone your customer service phone numbers I get an automated message that says our loan is being serviced by XXXX and XXXX then am given the phone number for XXXX. I continued on with putting my loan number in and was able to get through to a real person in customer service, but this whole situation is very bizarre.