Consumer complaint received 2021-09-04
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (KS)

Purchased home on XXXX using mortgage company XXXX, they sold it to Nationstar. 

XXXX XXXX XXXX at XXXX XXXX  emailed homeowner Thank you for taking the time to talk with me about the difficulties you were experiencing with bill pay. Ive called online banking and they are opening a case to look into the issue. XXXX, the specialist with the Online Banking department, let me know shes sending something called good faith letters to Mr. Cooper that will show that XXXX XXXX  is looking into the situation. She also stated that she would be sending proof of payment letters to Mr. Cooper within 1 business day and you should hear back from them no later than 7 business days. If you need additional assistance, please reach out to me. 

XXXX Homeowner contacted Mr. Cooper about discussing refinancing and were notified that we had to get current on our payments before we could discuss refinancing. Payments needed to be made for XXXX, XXXX and XXXX. We also received an email letting us know that our new home loan request was received. 

XXXX Homeowners were notified that the Hazard Insurance was paid for 1 year XXXX. 

XXXX Homeowner contacted Mr. Cooper and uploaded documents from XXXX XXXX  - bank statements showing that the payments were deducted from our bank account. 

XXXX Mr. Cooper responded Thank you for your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. 

XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Due to the nature of your request additional research is needed, along with supporting documentation related to your inquiry. Please fax a copy of the statement to our Research and Response Department at ( XXXX ) XXXX or by mail to the address referenced below. Please make sure to include your ten-digit Mr. Cooper loan number on the supporting documentation to expedite this process. Mr. Cooper XXXX Homeowner faxed the documents to the above number. 

XXXX Homeowner sent the message to Mr. Cooper. I have mailed the information bank statements showing the payments came out for XXXX, XXXX, and XXXX. I have been charged late fees and these have not been addressed. Today, I was making a payment online directly through the Mr. Cooper website and I put in {$2000.00} for the payment and it was changed to {$3600.00} automatically. 

XXXX Homeowner went to XXXX XXXX  and talked with XXXX XXXX and filled out paperwork to Stop Payment on the {$3600.00}. XXXX XXXX applied it to homeowners husbands account instead of wife 's account, therefore it went through. 

XXXX Mr. Cooper responded Thank you for your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX. 

XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Please be advised that we have notated your account with this information. Our records indicate that your last payment was received on XX/XX/2021, in the amount of {$3600.00}. Please be informed that once the payment is processed, we are unable to stop or cancel the payment. Due to the nature of you late fee inquiry, additional research is needed. We have forwarded your request to our research team for further review. Please allow 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX or call customer service department at XXXX. Sincerely, Mr. Cooper XXXX Received a written response to my request about late fees regarding my XX/XX/XXXX inquiry, denied. 

XXXX Homeowners reached out to XXXX XXXX at XXXX XXXX  to discuss refinancing. He helped us with getting in touch with XXXX XXXX. Refinancing was denied until this is straightened out. Homeowners credit score has decreased due to late payment claims from Mr. Cooper. 

XXXX Email to XXXX XXXX, I just received a nonpayment from Mr. Cooper in the months of XXXX and XXXX. I also have these on my credit report, which is not accurate. Is there anything you can do to help me with this or can you give me a number for assistance? Thanks XXXX Email from XXXX XXXX Hi, I just spoke with a bill pay specialist thats been working on this case. It looks like youre going to be receiving a letter in the next couple days basically saying to give the online bill pay department a call so we can do a 3-way call with the Mr. Cooper merchant ( Nationstar ). They wont speak with us directly because we are not their customer so thats why we need you on the line. 
Im sorry youre still experiencing issues. At this point I think it might be wise to call the bill pay department and have your bills next to you and go through line by line to ensure that we have the correct account numbers, where to send payment, and things like that. Ive never encountered this before but since I cant see your online bill pay on my end. I think we need to have them take a closer look and work with you directly. 

It seems to me that these payments are being processed but then not applied to the correct account number on the billers end? 

XXXX Homeowner to XXXX - XXXX, I made an appointment with the XXXX XXXX  Branch Manager tomorrow at XXXX to get this figured out. I will let you know how it goes. 
Before we could attend the appointment at the branch, Mr. Cooper called so we did a three-way call with homeowners, XXXX XXXX and Mr. Cooper. 
XXXX Homeowners, Mr. Cooper customer service representative, XXXX XXXX  customer representative were on a phone call to discuss the issues of mortgage payments not being credited to the mortgage. It was determined that if documentation was sent into Mr. Cooper, it would be accepted and processed. 

XXXX Homeowner wrote I need to figure out where my payments are going? And attached 6 months of payments coming out of bank account statements. Payments were made through XXXX XXXX  in XXXX and XXXX with no issues. In XXXX, XXXX and XXXX there were problems. I received a call to say my payments havent been made. I havent changed anything on my end. Can you look at the transaction numbers and figure out where the money is at? In XXXX on the XXXX, I made the payment through Mr. Coopers website, the money came out with no problems. Thanks, XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Due to the nature of your request additional research is needed. We have forwarded your request to our research team for further review. Please allow 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX or call customer service department at XXXX. Sincerely, Mr. Cooper. 

XXXX Homeowner met with XXXX XXXX at XXXX XXXX  in person to discuss the problems we were having with Mr. Cooper and the mortgage payments were making through XXXX XXXX  Bill Pay. XXXX XXXX Bill Pay XXXX was added to the call and a Mr. Cooper customer service representative. XXXX asked Mr. Cooper customer service representative to run a trace on the ACH processing numbers for the mortgage payments on homeowners account and Mr. Cooper refused and demanded to know when homeowner would be making the payments. Homeowner asked to discontinue the call with Mr. Cooper and stayed on the line with XXXX and in person with XXXX. XXXX said she would call homeowner by XXXX that day with an answer. XXXX called and said there was to be a meeting on Monday, XX/XX/2021 at XXXX. 

XXXX Homeowner emailed XXXX XXXX about the meeting that had been set up between XXXX ( XXXX XXXX Bill Pay ), XXXX ACH processing, Mr. Cooper supervisor for XXXX on Monday XX/XX/2021 and we did not receive a call. XXXX XXXX never responded to my email. 

XXXX Mr. Cooper letter stated that a recent transaction on your account has resulted in us placing funds in an unapplied funds account. This unapplied funds account is used for placing funds that are insufficient to be applied as a full payment. These funds can still be used towards future payments ; however ; while the funds are in and unapplied funds account, they may not prevent your account from accruing late fees or being reported as delinquent to credit bureaus where permitted under applicable law. Your current balance of unapplied funds is {$1300.00}. To expedite the processing of these funds, please remit the remaining amount due in order to complete a full payment owed. If additional funds are not remitted and we are unable to apply these funds to your loan, they may be subject to return. As of the date of this letter, the total amount required to bring this account current if {$2300.00}. Account statuses are subject to change. Please contact us for up-to-date account information and amounts owed. 

XXXX Mr. Cooper wrote a letter stating that XX/XX/2021 and XX/XX/2021 payments have not been made for the amount of {$2300.00}. 

XXXX Mr. Cooper wrote a letter to discuss foreclosure on our home due to our loan being overdue. 

XXXX Homeowners hired XXXX XXXX for legal representation. 

XXXX Mr. Cooper wrote a letter stating to contact a delinquent loan specialist. 

XXXX Received a statement from Mr. Cooper {$5300.00} is due by XXXX. 

XXXX Homeowners, Mr. Cooper ( XXXX ) XXXX, and XXXX XXXX  Bill Payment Specialist ( XXXX ) XXXX participated in a phone call to discuss the issues we were having. 
homeowners asked for XXXX numbers and were told there were not any. The payment didnt go out as a check, it didnt go out as ACH processing it went out through XXXX and they have account number and routing number that they corresponded together through. XXXX and XXXX no problem with this process. XXXX, XXXX and XXXX cant find our payments. What changed? 
NOTE : By the end of the phone call it was discovered that Mr. Cooper had changed the Account Number and it didnt match what XXXX XXXX  had been using for the past few years. 
Mr. Cooper, customer representative XXXX stated that they needed proof of payments and they had not received XXXX and XXXX payments on our house payments. 
It was agreed that XXXX XXXX, Bill Pay Specialist, XXXX would send Proof of Payments along with a letter stating the account number and the routing number for XXXX. 
Mr. Cooper, XXXX agreed that it would be sent to the Research Department and they would then go back and apply the payments to XXXX and XXXX, they would reapply fines back to our accounts, and rectify our credit reports. 
Mr. Cooper, XXXX stated that they had not sent anything to the credit bureau. NOTE : This is a lie. 
Homeowner asked about the foreclosure letter they received and Mr. Cooper denied sending one, stating it would come by certified mail. 

XXXX XXXX XXXX received a certified letter of foreclosure which will take place on XXXX if the amount of {$3600.00} is not paid.