Consumer complaint received 2020-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
BEWARE of this TERRIBLE mortgage company with EXTREMELY poor customer service. It is impossible to get anything resolved by a human, let alone a series of emails with proof to their various departments. They do not care about customers or try to help them once they are unknowingly stuck with them. Unfortunately, our mortgage was transferred to them by XXXX XXXX and we did not have a choice. We have been homeowners for over 40 years, have excellent credit ratings, always pay our bills on time, and since XXXX XXXX sold our loan to Mr. Cooper we have experienced nothing but problems. They are intentionally holding our money hostage, probably to collect interest on it and to have the audacity to charge us late fees. The first loan payment was paid almost 2 months ago and they have no record of it. We paid this loan payment to XXXX XXXX as we were instructed to do, and it was wired to mrcooper.com 2 days later. XXXX  XXXX XXXX debited our account on the same day. Mr. Cooper has had the money all of this time and can not find it. We provided proof to Mr. Cooper three times via email and wire tracking numbers, but guess what? They have no record of the payment! How is this even possible? I set up automatic payments for the following months when I was able to do so ( after much trouble ), but the auto payment information has mysteriously disappeared and now we are two months past due. XXXX XXXX is having problems with this company as well, because this has been happening frequently with refinance customers like ourselves. Why in the world do they use Mr. Cooper to sell their loans to? This was supposed to be an exciting time for us, our final home loan ( are in our 60s ), enabling us to stay in our home of 20 years without having to downsize. This has caused us so much stress, not to mention hours of precious time, and with no resolution in sight. From reading all of the negative reviews, it looks like were in for a long and painful ride with this unscrupulous company.. After numerous phone calls trying to get this resolved, the last customer service rep told me that the reason for the name change was because of the horrible reputation they had under the old name and that they were trying to do better. Ha! I have been reading horror stories about suddenly inflated or missing escrow payments for no reason, unjust late fees, and hidden fees not disclosed to the customer in their statements. I hope that with all of these burned customers we can come together in a class action law suit against Mr. Cooper so that we can sue them for illegal practices. I intend to file every complaint that I can, warn as many people as I can, and fight this company until I get this resolved. It is a shame that what was supposed to be a happy decision to refinance our beloved home in order to live out our final days here has turned into this nightmare. Shame on them. There has to be a way to get out from under them ... they shouldnt be allowed to do this to people.

Company response to consumer: Closed with explanation