Consumer complaint received 2024-04-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
On XX/XX/year>, I logged into Mr. Cooper 's website to pay my mortgage. The site listed a {$850.00} escrow shortage stating that my mortgage would increase to {$1400.00} if not paid. I paid the {$1300.00} that was my regular mortgage payment then tried to pay the {$850.00} escrow shortage. Mr Cooper took out {$1300.00} pulse {$2200.00} which is the total of the escrow shortage and the then mortgage payment. Mr Cooper took out a total of {$3600.00} instead of the {$2200.00} intended to pay them. I immediately called Mr. Cooper and informed them of the discrepancy and was told that it would take 14 to 30 days for a refund. This was unacceptable so I called my bank XXXX. XXXX refunded both payments The {$1300.00} as well as the {$2200.00}. I waited a few days then went back onto Mr Cooper 's website to make my payment which was {$1300.00}. By this time there was a late fee assessed of {$15.00} so I paid that as well. I waited three days later then tried to pay {$400.00} towards my principal Mr. Cooper took out {$1800.00} instead of the intended {$400.00}. Again I complained to Mr Cooper and was told about the 14 To 30 days for a refund. So I called XXXX to stop payment on the {$1800.00}. In the meantime I noticed that none of the {$400.00} had been posted to the principal it was all allocated the made up appraisal and legal fees when i asked about these legal fees i was told that these were fees form XXXX upon further research I paid these XXXX XXXX fees last XXXX, Upon speaking to XXXX XXXX a Mr Cooper agent on XX/XX/XXXX about all the fees i was charged by this time my account was showing that somehow I was showing missed payment for XXXX XXXX and XXXX. I went around and around with this woman then I was told that the reason for the delinquency was Mr Cooper had paid XXXX XXXX. as well as XXXX XXXX. I informed her that XXXX XXXX was cancelled and should have never been paid. XXXX XXXX assured me that XXXX was going to mail the refund to me. As the refund was taking so long to come in the meantime trying to salvage my credit report i paid the {$1400.00} on XX/XX/year> after receiving that payment Mr cooper then stated that I owe another {$1700.00} because of the {$5400.00} that they paid out to XXXX XXXX. but the account would be corrected. XXXX returned the check to me. XXXX sent the check to Mr Cooper. I found out the same day as wellsfargo bill pay sent out the check for the {$1700.00} I tried to cancel that check through my bank and was told it was too late to cancel the check. I emailed and called XXXX XXXX to inform her that she had lied to me and that the check from XXXX  was returned to her on XX/XX/XXXX, XX/XX/year> After speaking to you by phone an hour ago. as you so rudely informed me that Mr Cooper is refusing to refund me the {$5400.00} that XXXX  insurance sent to Mr Cooper instead of me. Here 's how I am requesting that my {$5400.00} is applied as the following payments. I have informed my bank to stop payment on the check in the amount of {$1700.00} do not cash the check from XXXX XXXX in the amount of {$1700.00} as stop payment was done XXXX at XXXX The {$1700.00} that Mr Cooper claims is my Mortgage shortage {$1400.00} Payment for XX/XX/XXXX {$1400.00} Payment for XX/XX/XXXX {$850.00} should be unapplied funds and I will owe {$540.00} XX/XX/XXXX None of this was done Mr Cooper now claims that there is no record of the {$1700.00} which has cleared my bank even tho XXXX XXXX called me and claimed she had to get XXXX online with me. The last time I got online with XXXX she had them send the check to her so I wasn't trusting her again. But two day later a XXXX XXXX from Mr Cooper called and he claims he had no record of the {$1700.00} payment from XXXX. And that my account is now current and my next payment is due XX/XX/XXXX in the amount of {$1900.00}. Mr Cooper has received {$8600.00} from me in the month of XXXX and refused to refund my {$1700.00} that was not due at all. increased my monthly mortgage by {$560.00} this can not be legal. Still stating that I owe for may they are holding a sum of {$970.00} in unapplied funds for whatever reason. I have requested that Mr Cooper mail me a 24 month statement of all transactions on my account since their records are different from the online records. This has not refund of happened yet and I am still awaiting my the {$1700.00} which I did not owe for the month of XXXX. I definitely want to see how the {$5400.00} was applied to the account. Mr Cooper is falsely reporting lates on my credit report when there has been no lates. This is not right Mr Cooper is creating unnecessary hardships for consumers. Mr Cooper is breaking the law by misapplying funds to enhance their own agenda. You can refund me my {$970.00} as well as the {$1700.00}.

Company response to consumer: Closed with explanation