Consumer complaint received 2024-11-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
2nd request to Mr. Cooper I recently received a letter stating that the insufficient funds fee was waived. I asked for the information in this letter ( below ) to be addressed, but your company has not addressed these issues below. I also received XXXX separate letters : One detailing the insufficient funds matter, and another for SCRA rights for loan mitigation. I want my records corrected to reflect that there was no insufficient funds issue, and that Mr Cooper was at fault for not being able to locate the check for payment of the mortgage in XX/XX/year>2024. I checked with my financial institution to inquire about the insufficient funds issue. XXXX has informed me that there was no check processed, and they don't have a history of any check being attempted or processed for a mortgage payment for XX/XX/year>2024 from my account. I will issue a copy of the notes for inspection ; upon request. Please send a letter by USPS stating that it was a company error due to Mr. Cooper 's inability to locate the check for payment of the mortgage for XX/XX/year>2024. 

Original Request... 

Investigative inquiry : For the letter dated XXXX XX/XX/year>2024 stating UNABLE TO LOCATE, and a dishonored check fee has been assessed. 

Phone call - XXXX XX/XX/year>2024 to XXXX. Representative stated the reason as Insufficient Funds. The letter stated UNABLE TO LOCATE, not Insufficient Funds. Please clarify. 

Requesting a copy of the returned bank check from XXXX for the XX/XX/year>2024 payment, a correction for the reason given ( Insufficient Funds ), and a waiver of the Dishonored Check Fee. 

This appears to be an internal error in processing. This is not a customer fault. 

Please FULLY explain ( via letter mailed to customer address, ATTN : customer. ) what UNABLE TO LOCATE means and send references for clarification. 

The representative stated that UNABLE TO LOCATE should mean that the bank account number was not able to be located. Thats NOT true. I have been making payments with this account for months. Nothing has changed on my end. 


MR COOPER aka Nationstar Mortgage LLC XXXX XXXX XXXX XXXX XXXX Texas XXXX Subject : Investigative Inquiry - UNABLE TO LOCATE / DISHONORED CHECK FEE Investigative inquiry : For the letter dated XXXX XX/XX/year>2024 stating UNABLE TO LOCATE, and a dishonored check fee has been assessed. 

Phone call - XXXX XX/XX/year>2024 to XXXX. Representative stated the reason as Insufficient Funds. The letter stated UNABLE TO LOCATE, not Insufficient Funds. Please clarify. 

Requesting a copy of the returned bank check from XXXX for the XX/XX/scrub> 2024 payment, a correction for the reason given ( Insufficient Funds ), and a waiver of the Dishonored Check Fee. 

This appears to be an internal error in processing. This is not a customer fault. 

Please FULLY explain ( via letter mailed to my address, ATTN : customer. ) what UNABLE TO LOCATE means and send references for clarification. 

The representative stated that UNABLE TO LOCATE should mean that the bank account number was not able to be located. Thats NOT true. I have been making payments with this account for months. Nothing has changed on my end. 


ALL RIGHTS RESERVED

Company response to consumer: Closed with explanation