Consumer complaint received 2024-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Hello, I filed a forbearance during XXXX. I resumed making my mortgage payments with my mortgage company Mr. Cooper during XXXX. I received a notification from XXXX stating that I have a document to view on XX/XX/XXXX. I receive my statements and documentation via a paperless method. The letter I received was stating that there may be assistance available if you filed a forbearance during XXXX, which I did. I reached out to XXXX XXXX XXXX, completed the process and was approved XX/XX/XXXX. In XX/XX/XXXX I received a letter from XXXX stating that my mortgage was paid ahead until XX/XX/XXXX. There is nothing that I needed to do at this point, if I wanted the funds to be applied differently I could call in to speak with a customer service rep. I called Mr. Cooper to confirm the accuracy of the letter in XX/XX/XXXX. I was reassured that there was nothing that I needed to do at this time. I made the decision that I didn't need to do anything after my conversation with Mr. Cooper. I would leave it like it was. Based on the letter I was under the assumption that I didn't need to do anything at this point. I received the same letter on XX/XX/XXXX stating that my mortgage was paid ahead until XX/XX/XXXX. Well on XX/XX/XXXX I got a call from Mr. Cooper, spoke with XXXX, she stated my account was delinquent for the month of XXXX. I informed her that I received a letter from Mr. Cooper stating that my account was paid ahead and no payment was due until XX/XX/XXXX. I was at my computer so she had to look into their system to find the letter. She did find the letter. She agreed with me and said she will talk with her XXXX. I received another call from Mr. Cooper on XX/XX/XXXX this time XXXX stated that I was XXXX months behind. I again advised her that I am paid ahead until XXXX told her I will be glad when Mr. Cooper can get their stuff together. These calls are stressing me out. I am not delinquent on my mortgage. XXXX said she will refer this to her XXXX  again. On XX/XX/XXXX XXXX called me again, this time she states her XXXX  said the letter which Mr. Cooper sent me stating my account was paid ahead until XX/XX/XXXX was sent in error. I strongly stressed that this is not my fault. XXXX stated that her XXXX  said XXXX XXXX XXXX reversed the payments and they were applied to the principle not the monthly payment. I informed XXXX that I never received any documentation from Mr. Cooper stating the payments from XXXX XXXX XXXX  was reversed. XXXX said she was instructed by her XXXX  to tell me that I needed to call XXXX XXXX XXXX and request a letter from them stating that the payment can be applied to the monthly payments, not the principle. I feel as if Mr. Cooper is shifting the blame to me and I have to do the leg work for their error. I have worked very hard to maintain an acceptable credit rating. My integrity is everything to me. Per XXXX if Mr. Cooper is not in the wrong the delinquent status will be updated to my credit file. I am paperless and I haven't received any emails stating the reversal. This is totally unfair. I called Mr. Cooper back to ask XXXX for her supervisor name ( XXXX XXXX ). As a consumer you have to know your rights.I reached out to the Consumer Protection Bureau. I was advised to call a HUD counselor and to contact legal services. I did call HUD. I was referred to XXXX XXXX. I spoke with XXXX. We called Mr. Cooper on a conference call. No resolution from Mr. Cooper they repeated as I was told earlier in the day. I did call XXXX XXXX XXXX. I spoke with the XXXX, she was very short and said they don't have anything to do with the servicing of the loan. She informed me to send an email to XXXX with my request. I did send the email to XXXX XXXX XXXX so far no response. I have called the Legal services number given to me from HUD, which is no assistance. The legal services are for the unemployed and low income. This has really stressed me out.I can't afford to have my credit affected with XXXX delinquent mortgage payments. I have sent the supporting documentation. I need your assistance to rectify my concern. This is truly not my fault.I received the letter from Mr. Cooper stated my mortgage payments were paid ahead until XX/XX/XXXX. I appreciate your assistance. 

Thanking you in advance

Company response to consumer: Closed with explanation