Consumer complaint received 2026-02-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
First off, we have never been late with our mortgage since we had a modification completed back during XXXX in XXXX. We always setup monthly mortgage payments through their online customer portal. Back in the month of XXXX, XX/XX/XXXX & XX/XX/XXXX, we noticed that two full mortgage payments were debited from our checking account with XXXX XXXX XXXX XXXX. These were two separate payments on different days that were debited. I immediately called the bank and they started an investigation. I then contacted Mr. Cooper ( literally minutes after speaking to the bank ) making them aware that two full mortgage payments were debited from our checking account. Mr. Cooper customer service rep said they would refund one of the payments ASAP and could not tell me how the two debits were processed when only one full payment was setup online. 

On XX/XX/XXXX we received one full mortgage payment refund to our bank account. So we thought everything was fine and went about our business. 

When we logged into the Mr. Cooper customer portal in XXXX to make the mortgage payment, we see a large red box on the account that reads we are 50 something days past due, which totals two payments, mind you. I begin digging in the " payment activity '' area under our account and I see four transactions that I did not see before : XX/XX/XXXXXXXX XXXX XXXX Monthly Payment XX/XX/XXXXXXXX XXXX XXXXXXXX Monthly Payment XX/XX/XXXX ( XXXX XXXXXXXX ) Payment Reversal XX/XX/XXXX ( XXXX XXXXXXXX ) Payment Reversal Now granted, Mr. Cooper did refund ONE of the full payments that were debited from our account, but not two full payments. I went to the bank and had them pull statements showing the amount of money in our bank account before and after these transactions were processed clearly showing only one payment was refunded so the mortgage account should be in good standing. Mr. Cooper began their investigation on XX/XX/XXXX after I sent all of my bank documents to them at " XXXX ''. After a week or so after I hadn't heard back from them we called and asked to be transferred to escalations or have a manager contact us for further review. This process took a couple of weeks but finally spoke in detail with a manager from Mr. Cooper who asked for specific information from our bank including " trace ID 's '', " transaction ID 's '' and " tracking '' information provided by our bank. I went to the branch and retrieved all of these requests on bank letterhead and stamped by the branch manager. I was asked to send them to the email address stated above, which I did on XX/XX/XXXX. 

On XX/XX/XXXX I called Mr. Cooper after receiving a negative letter in the mail from them stating content around foreclosure, in lieu of deed, and default of loan! The Mr. Cooper customer service representative stated that the final outcome of their investigation is the account stands as stated and we are in default. However, XXXX setup the XX/XX/XXXX full payment through the portal and it was deducted from our bank just this morning, successfully. But yet Mr. Cooper still states we are one payment behind and they are taking action. They already sent a couple of shady-looking people to our home to " take pictures '' of the outside and add/charged a {$50.00} fee for that service. 

Me and my family are at the end our our rope here. I am not sure what else we can do and I am nervous that they are going to take our home while we did nothing wrong.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation