Consumer complaint received 2023-02-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
Copied and pasted from my original complaint filed with the XXXX  Back in XX/XX/XXXX I declined the trial loan modification and made a lump payment to bring myself current. I was assured at the time that I was paying the correct amount after a recorded conversation where the agent went over all payments I had made that remained unapplied and subtracting it from the amount that was showing on my statement at the time. When my next statement showed a balance of XXXX months still due, I called and had another XXXX minute conversation, also recorded and was assured, once again, that I was current and the balance showing was an error. I took XXXX from Texas at her word and continued to make monthly payments but didn't look at any of the statements till XXXX. In XXXX I was notified that I had been approved for a XXXX I had started applying for back in summer of XXXX. The money came from the CARES act through the XXXX XXXX XXXX  XXXX and was submitted electronically on XX/XX/XXXX in an amount equal to 3 months of payments,. Around the beginning of XXXX, I started calling mr. Cooper to find out where those payments were and when they would be credited to my account. Over a XXXX week timeframe I spoke to several agents and each told me the funds had not been received yet. All conversations were recorded, including the one with loss mitigation XXXX, XXXX XXXX who assured me that hew was researching it. I provided the XXXX ID #. It was several days later after being ignored by XXXX XXXX when I hooked up with XXXX XXXX who " escalated '' my complaint. 3 days later XXXX notified me that the funds had been located. They were in a lump sum with XXXX monies for several other PA residents but she could not provide a reasonable explanation as to why the person who was responsible for handling them hadn't been able to figure out who they were supposed to go to with XXXX XXXX having passed since they were received. Also, at this time, I discovered that my lump sum payment on XX/XX/XXXX still had not been properly credited and I still had a back balance of 2 months. Non of the other agents could explain and despite their assurances to research it, no one did a thing. XXXX XXXX " discovered '' the mistake and did the correction. Now, in reviewing my new transaction history I show several payments credited and reversed. It looks as if my payments in XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX were reversed and were not re applied, I won't be sure till I see the next statement, but it seems as if I will still carry a balance. I have requested a formal written assurance that I am credited for all months of XXXX through XXXX with no payment due till XX/XX/XXXX. XXXX XXXX was not able to provide an explanation as to why none of the other agents who assured me I had no balance all summer did not take the proper steps to make the correctios. Nor could she provide me with an explanation as to why the XXXX funds sat unapplied for more than 34 days. or why no one even acknowledged their receipt in the XXXX XXXXXXXX  and multiple phone calls I made to inquire about it. I even got a letter from the " research '' team stating that they had found no errors. 


Update by XXXX & XXXX XX/XX/XXXX XXXX XXXX XXXX I made an error in my complaint. XXXX funds were submitted not on XX/XX/XXXX. They were, in fact, submitted on XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation