Consumer complaint received 2021-12-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (ME)

My mortgage is serviced by Mr. Cooper. I have two complaints about their service, both of which have been opened as formal cases with them. They are aware of these issues and appear to be taking no action. 

1. I have repeatedly asked Mr. Cooper agents over the phone whether they offer biweekly automated payments. I was told they didnt several times over the first 6 months of my mortgage servicing with them. On XX/XX/XXXX, 9 months after my loan was transferred to Mr. Cooper, I was finally told over the phone that biweekly payments are available if I submitted a formal request form via email. I submitted that request the same day. I heard nothing back for 9 days, at which point I sent an email asking for an update ( XX/XX/XXXX ). That email has never received any response ( today is XX/XX/XXXX ). On XX/XX/XXXX, I also resubmitted my formal request form to switch to biweekly payments. I never heard anything back from Mr. Cooper so I called on XX/XX/XXXX. This is when I learned that my request ticket had allegedly been opened, although I was never informed if that was the case. On XX/XX/XXXX, an agent of Mr. Cooper canceled my auto payment and asked me for a voided check, which was the first time I had heard about this requirement. I requested that they go ahead with my routing numbers and signature because they already have been using my same bank account to take monthly payments for the last 9 months, and thus should not need to reverify it ( and certainly not by asking me to send a photo of a voided check over email ). They refused. I sent them a voided check today ( XX/XX/XXXX ), which they claim to not be able to access for 24-48 hours after someone sends it in their messaging system ( why? I dont know! It makes no sense that a modern messaging system would be set up in this way ). I have still not been switched to a biweekly payment cadence, which would have saved me interest. Each time I call, I am put on hold for a significant amount of time and/or passed around between agents. I believe that Mr. Coopers policy is to place administrative burden on the consumer so they eventually give up on following through with requests like this, that would benefit the mortgage holder but cost Mr. Cooper interest income over time. As of today, my monthly auto payments have been canceled and they have not been replaced with biweekly auto payments- if they dont fix this issue by XX/XX/XXXX, I will be late on my mortgage payment and owe additional fees to them. 

2. Along with my monthly mortgage payments, Mr. Cooper has been taking escrow payments out to pay my taxes and insurance. Each month, my escrowed amount is {$450.00}. I found out, completely by accident, when I called on XX/XX/XXXX, that Mr. Cooper actually paid my escrowed tax savings to my city, but they paid them for someone elses property on XX/XX/XXXX. In doing so, they took my own money and used it in a way that I never authorized. They also have yet to pay my own property tax, which is now late by over 2 months and accruing penalties ( not to mention potentially causing my property to be foreclosed on? ). I am on the phone with Mr. Cooper right now ( XX/XX/XXXX ) and have learned that they only opened a ticket about this issue on XX/XX/XXXX, and that nothing has been done with this ticket to-date. They are unable to give me any updates and do not appear to be taking this issue seriously. 

I have now been on the phone with them several times about each of these issues ( the current call is at 68 minutes with no updates or progress. They are now asking to call me back because they dont actually want to resolve anything. They also refuse to escalate me to a manager or supervisor and are claiming that all of their managers are in a meeting and cant be reached. I have avoided submitting this request in good faith that Mr. Cooper would attempt to right their mistakes. Ive been patient and hopeful, but its clear that my issues will not be resolved without outside intervention.