Consumer complaint received 2021-06-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
My loan was service transferred at the beginning of XXXX and this company has been misapplying payments and providing incorrect information since then. They have left overpayment amounts in suspense, and continuously told me that the issue has been corrected and that partial payments received will apply to suspense until a full payment is received and then the overpayment will apply to the principal balance and that once the payments are 1 month ahead any additional payments received in the same month will apply to principal instead of remaining in suspense. They confirmed to me that I could make these payments however I wanted though they have continually misapplied them resulting in additional calls, and them advising my account was delinquent at one point because they applied XXXX to principal when the monthly required payment is approximately XXXX per month. They are now advising us that they have a system issue and bill pay payments for the partial amount are applied to principal or suspense and the only way to make sure the payments made through bill pay apply correctly is to send for the full monthly payment at one time. This is not the case for partial payments made with then through any of the other published payment options. It also means they are not fairly applying payments according to their own written payment instructions that were sent in our welcome letter. They have advised that this doesn't really make a big difference though if they payments applied as intended it shaves approximately 11 years off of the original term of the mortgage according to their own website just by virtue of paying XXXX per month without the additional XXXX directly to principal over the course of a year, via biweekly payments. They also allow biweekly payments to be made automatically but do not allow you to set this up yourself online and it's not an available option listed. On their form it doesn't allow you flexibility or a specific start date for the payment as everything is dependent on when they receive and process the form. 
We have also noticed that while this welcome letter is dated XX/XX/2021, that online it shows as a statement sent XX/XX/2021, which is a 5 day difference and we do not believe this was in fact mailed timely. They are also addressing a number of correspondences to my husband instead of me when I am the primary listed and he has a separate email address that should have come over with the servicing file. 
We have also requested to be marked not to solicit us multiple times and this has also not been processed or honored. They also advise that the do not solicit only covers their offers of refinance not the XXXX XXXX XXXX XXXX though that is an additional product or service with a fee through a related company and therefore counts as a solicitation. Additionally they are also still sending us solicitations for refinance programs, and trying to sell us on paperless statements, we are on the National Do Not Call Registry as well. 
Specifically we are asserting errors under XXXX ( b ) of Failure to accept a payment that conforms to the servicer 's written requirements for the borrower to follow in making payments. Failure to apply an accepted payment to principal, interest, escrow, or other charges under the terms of the mortgage loan and applicable law. Any other error relating to the servicing of a borrower 's mortgage loan.

Company response to consumer: Closed with explanation