Consumer complaint received 2024-07-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
My loan servicing was transferred from my original lender ( XXXX XXXX XXXX XXXX ) to Mr. Cooper. Prior to the transfer, I made two payments ( at the same time ) to my lender. One payment was for the very first mortgage payment, and the second payment was for reducing the principal balance. My XXXX XXXX XXXX XXXX account number is XXXX, and my Mr. Cooper loan number is XXXX. This complaint is based on the fact that Mr. Cooper is not recognizing the two payments. The loan principal balance is still the same as the original loan balance when the escrow closed, and Mr. Cooper is asking for my first mortgage payment. The following are the facts since I purchased my home. 

My home purchase closed escrow on XX/XX/XXXX, and the first mortgage payment was scheduled for XX/XX/XXXX. My prior loan servicer, XXXXXXXX XXXX XXXX XXXX, recently transferred the loan servicing to Mr. Cooper on XX/XX/XXXX. Before the transfer, I made my first mortgage payment on XXXX for the first scheduled XX/XX/XXXX payment in the amount of {$1600.00}, along with a payment of {$2000.00} to reduce the principal balance. The total payment was {$3600.00}. However, Mr. Cooper is not crediting my account for those XXXX payments ; my current loan balance is still the same as my original loan balance. 

Please note that I did not get a refund from the XXXX payments mentioned above, either through a check mailed to me or through electronic means deposited to my bank account. 

To address the foregoing issue, I spoke with representatives of both Mr. Cooper and XXXXXXXX XXXX XXXX by phone on multiple occasions. I sent Mr. Cooper documents to prove that I made the above payments. I had a three-way recorded phone conversation with XXXX XXXX XXXX XXXX XXXX employee of Mr. Cooper, and an employee of Mutual of XXXX on XX/XX/XXXX. The XXXXXXXX XXXX XXXXXXXX employee confirmed that XXXXXXXX XXXX XXXXXXXX sent my payments to Mr. Cooper. 

Moreover, on the same day, I had a three-way recorded phone conversation with XXXX XXXX and XXXX employee of my bank, XXXX XXXX XXXX XXXX XXXX The employee confirmed that {$3600.00} was debited from my checking account as payment to XXXX XXXX XXXXXXXXXXXX XXXX on XX/XX/XXXX, XXXX day after I made the XXXX payments to XXXXXXXX XXXX XXXXXXXX, as mentioned above. Additionally, the employee confirmed that XXXXXXXX XXXX XXXXXXXX did not refund my checking account for the {$3600.00} payment. 

To prove that I made the foregoing XXXX payments, I sent the following XXXX documents via email to both XXXX XXXX XXXX XXXX  and Mr. Cooper. I am also attaching these documents in this complaint. XXXX. XXXX XXXX XXXX XXXX  Statement with a Statement Date of XX/XX/XXXX. The statement shows that I made XXXX payments on XX/XX/XXXX. XXXX payment is for an amount of {$1600.00} for the first mortgage payment, which is payable XX/XX/XXXX. The second payment is for an amount of {$2000.00} to curtail the principal balance. XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX Statement for XX/XX/XXXX. Page XXXX of the statement shows a debit of {$3600.00} paid to XXXXXXXX XXXX XXXX XXXX on XX/XX/XXXX. 

I have been trying to resolve this payment issue for about three weeks. I have a grace period of 60 days from the time the loan servicing was transferred to Mr.Cooper, before I am charged interest for not paying my mortgage payment promptly. The grace period ends early next week. Please help me address this payment issue.

Company response to consumer: Closed with explanation