Consumer complaint received 2022-08-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
My name is XXXX XXXX. I currently live in XXXX XXXX, XXXX. Several years ago, my husband and I purchased a house located at XXXX XXXX XXXX in XXXX, XXXX for the purpose of allowing our daughter to live there. She made the mortgage payments and XXXX XXXX XXXX  payments as her rent. We paid the initial down payment, mortgage fees and closing costs. After that we never received any income from or paid any further expenses toward the house, but we were the legal owners. The initial mortgage was through XXXX, but it was later sold to Mr. Cooper Home Loans as of XX/XX/XXXX. My husband died on XX/XX/XXXX. I immediately sent a copy of his death certificate to Mr. Cooper informing the company of his death. Because we owned the property as tenants by the entirety, I became the sole owner of the property upon his death, and no one else held any interest in the property. 

In XXXX of XXXX my daughter residing in the property bought the house from me and the Mr. Cooper mortgage was paid off. On XX/XX/XXXX, nearly three months after the payoff, Mr. Cooper mailed me a check in the amount of {$1400.00}. I took the check to my bank to deposit, but was told I could not deposit it because it was made out to The Estate of XXXX XXXX XXXX and XXXX XXXX XXXX, and no account for The Estate of XXXX XXXX XXXX existed. My husband had no estate account. His assets, our home also owned as tenants by the entirety, automatically went to me, our only motor vehicle was in my name, and I was the named beneficiary to his IRA account. 

On XX/XX/XXXX, I called Mr. Cooper and was eventually connected to someone named XXXX in XXXX XXXX sounded like he was eating his lunch while talking to me. I explained the situation and told him I needed them to stop payment on the check they sent me and send another made to me alone. At first he argued they couldnt do that. It was company policy to do it the way they did. I said so I cant get the money owed me? He said yes, and I said well I cant deposit it as written. Would you like to talk to my bank? When I started pushing him to talk to my bank he changed his tune and started furiously typing on his keyboard, eventually telling me he had taken care of it and I should receive a new check within 14 business days. I waited three weeks, and when no check was received I called again and spoke with someone named XXXX on XX/XX/XXXX. Again, I explained the situation and was told again he had taken care of it and I should receive the revised check in 5-7 business days. That time period passed and no check appeared. I was scheduled to go on a trip beginning XX/XX/XXXX, and I put a hold on my mail until XX/XX/XXXX. Upon my return home and receipt of my held mail there was still no check for the {$1400.00}. During all this I also received a check for {$23.00}, which I mailed back to the company with a note explaining that check as well had to be made out to me only. In my held mail they had sent me a replacement check for {$23.00}, but it was still made out To the Estate of XXXX XXXX XXXX and myself. 

On XX/XX/XXXX I called the company again and asked to speak with someone in management. I was eventually connected to XXXX XXXX of the Executive Resolutions Team of Mr. Cooper. She listened to my complaint and assured me she could deposit the money directly in my account within 10 days. She just needed me to email her pictures of the two voided checks that read To the Estate of and a picture of a voided personal check to make the deposit. She emailed me her name and number but made no comments in the email. I return emailed her an attachment of pictures of the three voided checks. She said she would keep me informed of when those checks were voided there and she could make my deposit. When I had not heard from her by the XXXX, I emailed her to ask if there was a problem. I received no response. On XX/XX/XXXX, eight days after my initial contact with her, I emailed her again asking for an update. I received no response. Later that same day I emailed her again saying if I had not received my money by the end of business day on Wednesday, XX/XX/XXXX, I was going to file complaints with every watchdog agency I could locate and possibly take legal action, requesting interest on my money they have held for five months as well as legal costs. 

In summary, Mr. Cooper Home Loans owes me a total of {$1400.00} which they are refusing to pay.

Company response to consumer: Closed with explanation