Consumer complaint received 2021-08-16 00:00:00
Product: Debt collection — Mortgage debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
My mortgage loan was transferred/sold from XXXX to Mr. Cooper on XX/XX/2021. I was attempting to pay the loan off completely in XXXX of 2021 to avoid having to deal with the new loan servicer. 

Mr. Cooper is showing an unpaid principal balance of {$55.00}, XXXX. I have sent them multiple documents as proof of an unpaid balance of {$0.00}. 

I have provided all of these documents to Mr. Cooper. 

Please find attached : XXXX and XXXX bank Statements showing payments to XXXX to pay off the loan. ( Attachments 1 and 2 ) A Payoff Statement from XXXX dated XXXX in the amount of {$200.00} and an unpaid principal balance of {$0.00}. ( Attachment 3 ) A XXXX Monthly Statement from XXXX showing large payments in XXXX and an unpaid loan balance of {$0.00}. ( Attachment # 4 ) A XXXX Monthly Statement ( dated XX/XX/2021 ) from Mr. Cooper indicating an unpaid principal balance of {$55.00}, XXXX. ( Attachment # 5 ) Log of some of the many calls/emails to Mr. Cooper to resolve this. 
XX/XX/XXXX, XXXXReceived a digital payoff statement from Mr. Cooper ( Attachment # 7 ) and a Digital XXXX Monthly Statement XXXX Attachment # XXXX ) XX/XX/XXXX, 2021-Called and left a message and sent an email to XXXX XXXX about the status of my balance. 

XX/XX/XXXX, XXXXEmailed XXXX XXXX and the Research Incoming address for Mr. Cooper a copy of the payoff Statement and the XXXX Monthly statement from LoanCare. 

XX/XX/XXXX, XXXX-Called and left a message for XXXX inquiring about the code change. XXXX called back and said the code change had nothing to do with the change to the unpaid balance amount. 

XX/XX/XXXX, XXXX-According to a soft pull of my credit report, I do not have a debt to anyone for a mortgage. It appears to be paid off. 
. 
XX/XX/XXXX, XXXX-Spoke to XXXX. She requested additional copies of the bank statements in PDF format. I emailed them to her. She also asked me to reach out to XXXX XXXX to inquire about the code being changed XX/XX/XXXX, XXXX-Made a third monthly payment for a loan that I was trying to payoff XX/XX/XXXX, XXXXFinally got connected to XXXX XXXX, Executive Resolutions Team and sent her pictures of bank statements showing off paying down the loan in XXXX and XXXX. 

XXXX XXXX-Loan Balance changed from {$0.00} to $ XXXX ( Code was changed? XXXX XXXX XXXX XXXX XXXX Made 2 monthly payments for a loan with a {$0.00} balance to avoid late fees after getting a text from a debt collector XX/XX/XXXX, XXXX XXXX ( needed to change a code-thought they could pay off the balance from escrow ) XX/XX/XXXX, XXXX-Requested a payoff statement via email ( talked to different 2 reps ) one was never sent XXXX XXXX-Called Mr. Cooper multiple times inquiring about the status/balance of the transfer I am not really sure who is more to blame, LoanCare for not applying the payoff amount to the payoff balance ( they applied it to the escrow account ) or Mr. Cooper for not resolving the unpaid principal balance with all of the documentation that I sent them.

Company response to consumer: Closed with explanation