Consumer complaint received 2025-12-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
I called Mr. Cooper Mortgage on XX/XX/year> and talked to XXXX to request the payoff amount for XX/XX/year>. I also requested a payoff letter to be mailed to me online. I was told the payoff amount would be {$45000.00} for XX/XX/year>. I asked XXXX if sending the payoff with my online XXXX XXXX XXXXXXXX online bill pay would be an acceptable method of payment since I have been making all my mortgage payments that way. She said yes that would be acceptable. I confirmed the payoff amount and told her that I will be sending the payment with my online bill pay from XXXX XXXX XXXX  for delivery on XX/XX/year>. She thanked me for business and we said goodbye. 

I received a notice from XXXX XXXX XXXXXXXX on XX/XX/year> that the payment had been sent to Mr. Cooper Mortgage. On XX/XX/year> the funds were still in my account. I also, received the payoff letter in the mail on XX/XX/year>. The payoff letter stated " Payoff funds must be remitted via certified funds ( wire transfer or cashier 's check only ). Personal checks, certified personal checks, or cash will not be accepted. '' On the Frequently Asked Questions page of the payoff letter, one question was : What if I use AutoPay or online bill pay with my Bank? Answer : If you use online bill pay through your bank, please cancel your automatic payments at least 3 business days prior to your draft date to avoid any unnecessary withdrawals. 

After receiving the payoff letter I was concerned so I called XXXX XXXX XXXX the same day and talked to XXXX about the payment and the letter I received to get his opinion on the payment process and to ask if online bill payments are considered the same as a certified check. He said the funds are verified before the payments are sent so they are in a since like a certified check. I read the payoff letter to him and he said the payment should be fine it just takes a while and the funds should be removed from my account by XXXX XXXX Tuesday morning XX/XX/year>. 

I then called Mr. Cooper mortgage to discuss the payoff letter I just received on XX/XX/XXXX and about my payment not clearing my account yet. I Talked with XXXX and she told me that the payment method was acceptable it just takes a while to process. I asked if she could verify if the payment was in process. She said she has no why of telling if a payment is in process because payoffs are handle in the back office and she doesn't have any access to that. She said the funds should clear bye the next day that the process is a little slow. 

Today XX/XX/year> the funds are still in my XXXX XXXX XXXXXXXX account. I called Mr. Cooper Mortgage and asked to speak with a manager about a mortgage payoff around XXXX XXXX. I talked with a women named XXXX, I explained my concern about my funds still in my XXXX XXXX XXXXXXXX account. She told me that the payment must be made with wire transfer or cashier 's check only and no other method is accepted. I informed her of all the steps I took and had XXXX Mr. Cooper employees confirm my payment was acceptable. She said, I'm sorry for the confusion but most likely your funds will be rejected and you will receive a check in the amount paid within 15 business days. I asked since I was mislead can I wire the funds without any addition interest payment and she said no.

After the phone call with Mr. Cooper, I called XXXX XXXX XXXX to request a stop payment on the check that was sent and wired the original payoff amount of {$45000.00} and paid a {$30.00} fee for the wire transfer on XX/XX/year>. I have received confirmation from XXXX XXXX XXXX that the wire transfer has been completed on XX/XX/year> XXXX day after the original payoff amount was due. I have all phone calls recorded with Mr. Cooper. 

In closing : I would like to mention that I had issues with Mr. Cooper mortgage in the past and filed a complaint before. My mortgage was sold to Mr. Cooper from XXXX XXXX. I was paying double the mortgage payment to pay down the mortgage faster. Mr. Cooper kept recording it as a double payment. I spent months calling to fix the issue and explained the extra payment was to be removed from the principle. The issue was not resolved until I filed a complaint with Consumer Finance. Mr. Cooper is the most incompetent mortgage company I have ever dealt with. I think they should be investigated for fraudulent practices.

Company response to consumer: Closed with explanation