Consumer complaint received 2024-10-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
On XX/XX/year>, XXXX XXXX  mistakenly sent Mr. Cooper two bill pay transfers, one was in the amount of {$1200.00} and the other was {$460.00}. The {$1200.00} amount was correctly sent and covered my mortgage payment for the month of XX/XX/year>. The other amount ( {$460.00} ) was erroneously sent to Mr. Cooper, when in fact it was supposed to be sent to XXXX XXXX XXXX XXXX  to cover my XXXX car insurance payment. I immediately called XXXX and they refused to reverse the payment and credit my account so I could pay my car insurance. Subsequently, the car insurance was cancelled for non-payment. XXXX insisted that I call Mr. Cooper to get the money returned to me. 

On XX/XX/year> I called Mr. Cooper for the refund of the {$460.00} XXXX erroneously sent to them and they claimed they " had not received it '', even though XXXX had already debited my account and I did not have access nor control of the money. I then called Mr. Cooper daily for the next five consecutive days. On Wednesday, XX/XX/year> Mr. Cooper had admitted they received the overpayment and committed to begin the refund process. They demanded that I initiate a three-way phone conference with XXXX, myself and Mr. Cooper. I immediately complied and initiated the call. On that call XXXX confirmed the payment had been debited from my account and that Mr. Cooper had been overpaid. XXXX was removed from the call and Mr. Cooper committed to refunding the {$460.00} that was sent to them by XXXX. It was explained that it could take up to 14 business days for me to receive the money. This of course caused my car insurance policy to lapse due to non-payment.

I waited the requisite 14 business days which brought me to XX/XX/year> ( incidentally my mortgage payment became due for XXXX at this time ), and I called Mr. Cooper since no check had been received and no wire transfer was made back to my account. I was told that the wire transfer had been approved and initiated but never sent. Then I was told a paper check was mailed to my mailing address but again, I did not receive it. Ironically the billing statement for my monthly mortgage payment had no difficulty being delivered to the same address. I demanded to speak to a supervisor and the call was escalated. At that time I was told by the escalation supervisor that a wire transfer would be initiated and the refund of {$460.00} would be placed back to the account from which it was sent. I checked the next morning on XX/XX/year> and no funds were received. 

On XX/XX/year> I checked my account all day only to find no refund. I initiated a call at approximately XXXX hours to Mr. Cooper and was connected to the escalation department once again. This time a man by the name of XXXX requested that I send an email to him ( attached ) with a copy of a cancelled check for him to send the wire. I did so and he assured me that the money would be wired " the next business day '' which would have been Thursday, XX/XX/year>. Again, no refund was sent. 

I called on XX/XX/XXXX and was assured the refund would be processed immediately. No refund was sent. 

I called on XX/XX/XXXX, no refund. I called again on XX/XX/XXXX, XXXX, XXXX, and XXXX. No money was sent. 

Today is XX/XX/year> and I have still not received the overage payment promised by Mr. Cooper. This situation has caused me to incur overdraft fees in the amount of {$300.00} which XXXX refuses to refund, and forced me to change insurance companies for my car insurance. This issue has cause severe financial stress and hardship on me and has disrupted my delicate and finite cash flow to feed my family and repay my financial obligations. It has also caused me to be unable to pay my mortgage payment on time for XX/XX/year>, which is now being treated a " late '' and subject to late fees.

Company response to consumer: Closed with explanation