Consumer complaint received 2021-01-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Mr. Cooper Group Inc.
State: NM

Complaint narrative:
My wife and I sold our home on XX/XX/XXXX. The title company received a payoff from Mr. Cooper ( attached ) that included interest calculated until XX/XX/XXXX, in the amount of {$62000.00}. At closing on XX/XX/XXXX, I asked the title company why I would have to pay interest to XX/XX/XXXX when the payoff proceeds were to be wired to Mr. Cooper on XX/XX/XXXX. I was told that they didnt understand either, but to question the payoff would only delay the closing perhaps for weeks. So, we paid what amounted to an additional {$3100.00} plus change that we did not owe with the promise that Mr. Cooper would refund the overpayment very quickly. 

After the closing, I called Mr. Cooper and the representative with whom I spoke acknowledge they did overcharge for interest, and would be sending me approximately {$3100.00} within 30 calendar days of the closing ( XX/XX/XXXX ). Neither me nor my attorney have received anything as of the date of this complaint ( XX/XX/XXXX ). 

When I had not received anything within the 30 day period, I called Mr. Cooper and was told a check had been sent to my attorney of record, at his law office in XXXX, NM. They explained the delay in delivery on the post office. I called the attorney, and he said he had not received a check. I decided to wait a few days to see if the check would show up. It did not. 

When I called to complain and to ask where my refund was on XX/XX/XXXX, a representative of Mr. Cooper instructed me to send a copy of a voided check so they could make a direct deposit into our checking account. I received the following response on XX/XX/XXXX, The voided check you sent has a trustee on it. We need a voided check with just yours and XXXX name on it. Without the trust thank you. 

I called the representative and told her everything we own is in the trust ( established 25 years prior ), including all bank accounts. I also advised her this was the same trust under which we held title to the property while mortgaged, and the same trust for which Mr. Cooper has our trust certificate stating either me or my wife are authorized to do business on behalf of the trust. 

After being told this was an insurmountable problem during that call on XX/XX/XXXX, I instructed the representative to have a check mailed directly to our attorney of record, as they claimed to have done the first week of XXXX. He is an authorized contact on Mr. Coopers books. I was told the money would be overnighted to his office in XXXX, NM that same day. 

When nothing arrived at the attorneys office by XX/XX/XXXX, I called the Mr. Cooper representative once again. I was told the check had been overnighted to the attorneys office on XX/XX/XXXX. I asked for the tracking information, and was told she would send it immediately. It is now 24 hours later, and I have not received the tracking information, and no check has arrived. 

I am outraged at the treatment I have received from Mr. Cooper. I cant imagine how much this practice of unlawfully holding other peoples money, while generating revenue on interest free dollars, increases Mr. Coopers bottom line annually. If and when I finally receive the monies I am owed, I believe Mr. Cooper has an obligation to pay me interest and a penalty fee on the monies being withheld. Nothing else would be equitable. 

I just hope they indeed reimburse me for the overpayment they required, quickly. I can not afford to be without {$3100.00} during these difficult times.

Company response to consumer: Closed with explanation