Consumer complaint received 2025-09-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
The timeline and payment issue is as follows : On XX/XX/year>, a payment was scheduled online for payment {$2000.00} XX/XX/year>, Mr. Cooper deducted XXXX payments from my XXXX XXXX account. 
XX/XX/year>, Mr. Cooper deducted XXXX payments from my XXXX XXXX account, Payment XXXX XXXXXXXX for {$2000.00} and XXXX XXXXXXXX for {$2000.00} ( the fraudulent payment ), and removing {$4100.00} from my XXXX XXXX Checking account I contacted the XXXX XXXX XXXXXXXX XXXX XXXXXXXX on XX/XX/year>, and they investigated both payments and found that I did not authorize payment Therefore, they reversed this payment on XX/XX/year>. 
Payment XXXX XXXXXXXX for {$2000.00} was the payment I authorized and was paid to Mr. Cooper on XX/XX/year> by XXXX XXXX. 
Mr. Cooper has payment XXXX XXXXXXXX for {$2000.00} in its account ; however, it has not been applied to my loan account An XXXX XXXX XXXXXXXX XXXX statement including all transactions was sent to Mr. Cooper as evidence payment was paid, XXXX XXXX also gave me a Payment Transaction XXXX XXXX, for this payment and this was sent to Mr. Cooper. 
I have been in contact with the XXXX XXXX XXXXXXXX XXXX XXXXXXXX, since the first start of my mortgage payment and Mr. Coopers fraudulent payment removal from my XXXX XXXX account. The XXXX XXXX XXXXXXXX XXXX XXXX has officially verified my payment history and Mr. Coopers fraudulent payment removal. 


I have been dealing with this nightmare for the last XXXX trying to resolve my mortgage payment made on XX/XX/year> and get it posted to my account. Mr. Coopers Research and Response Department and XXXX XXXX Department has ignored and dismissed all evidence presented by XXXX XXXX. They show no empathy or compassion for the customer, the worst customer service I have ever experienced. 

They claim payment was never received, because Mr. Cooper used their payment records and neglected to review XXXX XXXX information. 

It is clear and undeniable that, Mr. Cooper withdrew my XX/XX/year> mortgage payment of {$2000.00} from my XXXX XXXX XXXX account. This has been verified by the XXXX XXXX XXXXXXXX XXXX XXXXXXXX and has been ignored by Mr. Coopers Research and Response Department and XXXX XXXX Department. 

In addition : Mr. Coopers XXXX, Fraud strikes again, shortly after receiving Mr. Coopers resolution letter on XX/XX/year>, I use Mr. Coopers online mortgage payment system to make a mortgage payment on a different account dated XX/XX/year>, and again Mr. Cooper removed XXXX payments from my XXXX XXXX account, fortunately XXXX XXXX account services flagged this situation and notified me immediately, and I was able to stop payment on both payments deducted from my account. I will no longer use your fraudulent system to make my mortgage payment ; my payments will be made directly from my XXXX XXXX checking account. I can XXXX XXXX XXXX!!! I will also be reporting this situation to the Consumer Financial Protection Bureau as well.

Company response to consumer: Closed with explanation