Consumer complaint received 2019-07-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: WI

Complaint narrative:
I sent the following message last week to the Texas Banking Commission. I received a notice today that I should have sent it to you. 

On XX/XX/XXXX on Chapter XXXX Bankruptcy case was discharged ( Discharge letter, court order, and notice of final cure payments attached ). On or about XX/XX/XXXX, I mailed our XXXX mortgage to Mr. Cooper. I had clearly marked that {$1200.00} was to go to an additional principle payment ( copy of payment coupon attached ) Check # XXXX cleared our bank account on XX/XX/XXXX. On or about XX/XX/XXXX we received " Response to Notice of Final Cure Payment '' ( attached ) from XXXX XXXX XXXX, attorneys for Mr. Cooper indicating that all charges had been paid. 

When we received our XXXX payment statement, I noticed that the {$1200.00} had not been applied to the outstanding principle as I had directed with my XXXX payment. I called Mr. Cooper and was told that since the bankruptcy had just been discharged, that I would take a while to post the payment, but that it would be done by XX/XX/XXXX. 

On XX/XX/XXXX I contacted Mr. Cooper through their secure " contact '' on their website. I received a generic reply stating that my request had been sent to another department. On XX/XX/XXXX, I received an email reply ( letter attached ) stating that the {$1200.00} payment had not been applied to additional principle as I had directed, but had been applied as an additional monthly payment and that now, I didn't have a payment due until XX/XX/XXXX. What right does Mr. Cooper have to just apply my money as they please when they had been instructed to apply the {$1200.00} to additional principle. 

As of today, XX/XX/XXXX, the additional principle payment that cleared our bank on XX/XX/XXXX is still sitting somewhere at Mr. Cooper as " unapplied '' ( posted payments list attached ). On XX/XX/XXXX, I received a phone call from Mr. Cooper stating that the funds had now been applied to the principle on my loan. I went to the Mr. Cooper website to check. The funds had not been applied. They were and still sitting in their " unapplied '' fund. On XX/XX/XXXX and on XX/XX/XXXX ( email chain attached ), I sent two more messages. 

Certainly, Mr. Cooper has the same documentation that I do that all " final payments to cure '' have been made. Why does it take 3 to 5 days, or 7 to 10 days for them to figure out that they ignored what I had asked and did not apply my {$1200.00} payment to additional principle? I have not received any replies after my last two emails. 

While we were in the bankruptcy, by mistake, I missed payments in XXXX of XXXX and XXXX of XXXX. We were visiting our daughter in Florida, and her internet service is terrible. Both times, that I missed the payments we were at her home. As soon as I found out that I had missed those payments, I made them. Instead of Mr. Cooper sending a note, or charging a late fee, they hired their attorneys and threatened us with foreclosure. Since we didn't receive any statements from Mr.Cooper for the five years of the bankruptcy, I had no way of knowing that I had missed the payments or even if Mr. Cooper was applying my payments to my loan. So, instead of late fee, we had to pay almost {$2000.00} in attorney fees. Now, I am trying to make an extra payment, and Mr. Cooper is screwing around with my money and not applying it to my principle balance. 

Now, today, I received a letter ( attached Cooper letter XXXX ) stating that they would have a decision by XX/XX/XXXX!!! What decision??? It is my money, and I want it applied to the outstanding principle. This is ridiculous!! Something needs to be to be done about Mr. Cooper. 

I don't know if you check or not, but if you go on-line, this is not the first complaint against Mr. Cooper. Maybe by the time that you look into this, the problem will have been resolved, but why should Mr. Cooper be allowed to just sit with my money for almost two months?? 

Sincerely, XXXX & XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, WI XXXX XXXX

Company response to consumer: Closed with explanation