Consumer complaint received 2021-04-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
Failed to apply a {$940.00} check to my account they received and cashed when my mortgage loan was transferred to Mr. Cooper from XXXX XXXX XXXX. 
XX/XX/XXXX of XXXX XXXX XXXX XXXX had a bulk check for {$320000.00} ( check no XXXX ) delivered to Mr. Cooper via XXXX  ( tracking no XXXX ). A Ms. XXXX XXXX signed for the check. Within those funds was {$940.00} that should have been applied to my loan number ***********. The check was cashed on XX/XX/XXXX. I was told by multiple Mr. Cooper representatives on recorded lines that 1 ) they did not receive this payment from XXXX XXXX XXXX 2 ) I need to contact XXXX XXXX XXXX  in regards to the payment that was never transferred 3 ) if they did not receive the payment within 60 days of the Notice of Transfer my credit could be negatively effected. 
I was still receiving a statements showing a double payment being due. I called Mr. Cooper again to verify that they had still not received the payment and that they are positive that they have not received the payment and that I still need to contact XXXX XXXX XXXX to track down the missing payment but that I need to make the double payment in the meantime to ensure my credit isn't effected. As directed I made two payments processed by my credit union XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. I proceeded to call XXXX XXXX XXXX insisting that they had not transferred the payment to Mr. Cooper. I went through several supervisors, and had to have my credit union track down the Ipay proof of payment, the credit trace number, and a letter from my credit union and continue to follow up with several supervisors and emails 7 separate emails through their online portal only to find out that it was transferred to Mr. Cooper 5 months ago and Mr. Cooper simply failed to apply to payment to my account and then failed to realize that it was their mistake and then lead me down a 4 month rabbit hole leading me right back to them. 
On XX/XX/XXXX I connected a Mr. Cooper representative with a supervisor at XXXX XXXX XXXX to make sure this situation would be resolved expediently. XXXX XXXX XXXX provided all of the information I stated above and faxed a spreadsheet with a breakdown of the mortgage numbers and amounts distributed to Mr. Cooper on the above referred bulk check to Mr. Coopers research department. I called Mr. Cooper today to follow up. I was informed that their research department needs more documentation. I checked my email and it shows an email that 1 ) can not be opened 2 ) the link has expired in the email and 3 ) the email that I received the notice from is deactivated. 
I proceeded to email Mr. Cooper two more times at the XXXX email I was given by a representative. I have not received any useful communication from Mr. Cooper and more importantly the {$940.00} has not been applied to my account or alternatively they have not mailed me a check for {$940.00} to reimburse for the double payment I had to make to cover their error and protect my credit.

Company response to consumer: Closed with explanation