Consumer complaint received 2021-12-11
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (TN)

We refinanced our mortgage on XX/XX/2021, with XXXX XXXX XXXX XXXX within the closing documents, it showed that they were transferring our loan to Nationstar Mortgage, LLC d/b/a Mr. Cooper. Our first payment was due on XX/XX/2021, the paperwork for this was very confusing. The paperwork included two different payment coupons, one for XXXX XXXX and one for Mr. Cooper. I was not sure who Mr. Cooper was and have never heard of what I thought was a him, so I set my payments up in my Online XXXX XXXX XXXX XXXX to go to Nationstar Mortgage, LLC, in the amount of {$1700.00}. Payment due was only XXXX. In the confusion the loan number for XXXX XXXX was entered in place of Nationstar Mortgages loan number. The payment was sent to the correct address at Nationstar Mortgage. XXXX XXXX sent my payment on time to Nationstar Mortgage via electronic transfer. After the XXXX of XX/XX/2021 we received a phone call that are payment for XX/XX/XXXX and XX/XX/2021, had not been received by Mr. Cooper aka Nationstar Mortgage. At that time was when I found the loan number error and corrected it in my XXXX XXXX XXXX XXXX XXXX. 

XX/XX/2021, I notified XXXX XXXX that the payments had not been received by Nationstar explained the error that I had made and asked if they could track the payments. XXXX XXXX opened two claims to research where both payments went. 

XX/XX/2021, XXXX XXXX sent me an update for the claims that were opened and said that they had sent the payments to Nationstar as I had requested. XXXX XXXX stated that they would work with Nationstar Mortgage to determine what information they need to locate and/or refund your payment. 

XX/XX/2021, XXXX XXXX advised me that Nationstar Mortgage had advised that the payment had not been posted to our account and that it was sent with the incorrect account number in which the correct loan number had already been updated. XXXX XXXX faxed proof of payment to Nationstar Mortgage at XXXX to the attention of Research with a request that our account be properly credited. 

XX/XX/2021, XXXX XXXX notified us that Nationstar Mortgage advised that the payments were still not posted to our account as well as all the above information as advised that we should follow up with Nationstar Mortgage and they ( XXXX XXXX ) closed my claim. I spoke to Nationstar Mortgage on XX/XX/2021 and they advised me that I needed to send the copies of the bank statements showing the payments highlighted and circled in red, in which I sent to XXXX. 

XX/XX/2021, XXXX XXXX reached out and stated that Nationstar Mortgage sent them the same info that our payment had not posted so XXXX XXXX again faxed proof of payment. All the while we had been receiving relentless phone calls from Mr. Cooper asking for payment in which we would go through everything again with each new person that called. Our XX/XX/2021, payment had been received and applied to the XX/XX/2021 Payment. 

Note : These payments are not for the amount due they are {$250.00} over the amount due extra to be credited to principle. 

During this time, we had been on the phone with Mr. Cooper and XXXX XXXX together on a couple of occasions. 

XX/XX/2021, we gave up of the people who were calling us and reassuring us that they are going to help and asked to speak to a manager. We were transferred to what Mr. Cooper calls their escalation team. We spoke to someone who sounded like that were really going to help. They asked for our bank statements again and be sent directly to them via email and we were given a direct phone number to contact this person. This person opened another research claim and were going to keep tabs on it. 

XX/XX/2021, we received an email from our contact that they had checked on the research claim and that it had not been assigned to anyone but showed that it was to be completed by XX/XX/2021. 

XX/XX/2021, we received one of our routine calls from the collections department and they stated that the notes said that they needed copies of the proof of payment from the bank again. So, we sent our escalation contact person an email with the copies of the proof of payment from XXXX XXXX. 

XX/XX/2021, we received notification that, that person would be out of the office from XX/XX/XXXX through XX/XX/XXXX returning on XX/XX/XXXX. I left phone messages for this person on XX/XX/XXXX an XXXX XXXX. 

XX/XX/2021, we received an email from our contact stating that the research department was unable to locate the funds. So, they put in another request again including the bank statements and escalated it. With an apology for taking so long. 

XX/XX/2021, left a message for contact person, to check status. 

XX/XX/2021, we received routine collections call with the person calling saying that they can see all the information including bank statements and proof of payments in the system and that they would try and help. Have never heard back from this person. 

XX/XX/2021, we sent another email to our escalation contact asking for an update we received a email back saying that there had been several requests put in to Mr. Coopers research department and they continue saying that they were unable to locate the funds. 

XX/XX/2021, sent an email in response asking what else they need? Everything that we have sent them shows that Mr. Cooper has the money. 

XX/XX/2021, sent an email to the contact person stating that we would like the name and contact information for their manager. The contact person responded by asking for copies of the checks. 

XX/XX/2021, sent an email stating again that there are no checks XXXX XXXX electronically transferred the money and we have sent documentation with transaction numbers from XXXX XXXX on several occasions. 

XX/XX/2021, called contact asking for status. Left message. Received email from contact apologizing that their phone system was down. All the request that has put in have said that they are unable to locate the payments and that they need proof of payments. They attached the bank statements that we sent to their manager to see what else they can do. 

XX/XX/2021, sent an email to the contact asking for an update. 

XX/XX/2021, received an email from contact saying the same thing as in the past, and asked if we would call the bank for confirmation numbers that shows that the funds left their bank. 

( Note : When we are getting collection calls everyone, we speak to could see the documentation from the bank in our account. ) XX/XX/2021, sent email to contact stating we will get back with our bank again. Called XXXX XXXX and spoke to the XXXX XXXX Claims department. While on the phone XXXX XXXX added Mr. Cooper to are call. XXXX XXXX sending them the information again. Agent from Mr. Cooper said he was going to investigate it. 

All payments have been made to Mr. Cooper on time and in the amount of {$1700.00}