Consumer complaint received 2024-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: AZ

Complaint narrative:
XX/XX/XXXX I called Mr.Cooper after paying my mortgage on line yesterday I noticed the below in my payment history. Confused as to why this was a separate payment and where it came from I opted to call this morning. The CSR on the phone said it was overage from escrow. I asked why I never received a notice or new about this, and if it was done XX/XX/XXXX as I went back in the statements ( EscAnalysisWithSurplusXXXX XX/XX/XXXX ) why is it now posting in XX/XX/XXXX in my online payments, and further why is this also dated XXXX, further more why does it say " cash receipt ''. I have been on the phone for 35 minutes to find this out and request the paperwork attached to this. I am paper billing and correspondence. So where did this go? it is not in my escrow account per their online system of my account. If its my money I over paid, why did I not get asked what to do with it? Further why does it show that they voided the check and it was never sent to me. Below is the info I retrieved from my on line account information that prompted this ordeal. 

XX/XX/XXXX Payment Payment {$90.00} Explanation : XX/XX/XXXX Cash Receipts Payment Source : Due Date : XX/XX/XXXX Principal : {$0.00} Interest : {$0.00} Escrow : {$90.00} Late Fee/Other : {$0.00} Unapplied : {$0.00} Effective Date : XX/XX/XXXX Principal Balance : {$170000.00} Escrow Balance : {$410.00} Unapplied Balance : {$0.00} Then looking up my escrow account to see if this was posted : Applied Date Type Description Amount No activity was found. 
Payment history Escrow " No activity was found for the last 3 months. Select View Additional Activity to search on prior activity. '' The CSR was not very helpful. Thus another reason why I said just mail me all the paperwork to this transaction and where it is. Then I asked to find out if my information was breached in XXXX XXXX while I was on the phone with this CSR , obviously the notification system is surely lacking with Mr. Cooper . The CSR states if I was breeched he would not be able to access my account, nor I. We would have to go through security. I explained I was in XXXX and XX/XX/XXXX and even could not make payment via my personal online account. CSR did not have a response, so I asked to be transferred to find out if I should be concerned or get alerts in place for my really good credit to stay in tact. I was on hold one hour and 25 minutes. Meanwhile I tried the website chat with a CSR- you can not type as the box is missing to respond. You can only pick from prompts of which account security or close to this was not a option of prompts to pick. The chat states OR- enter you question, BUT there is NOWHERE to enter this. I tried to submit on their website as instructed in prompts- " a complaint '' to be addressed- it would not let me in with my account information to do so. All very confusing and frankly I am fed up with NON user friendly information tools or sitting on the phone my entire lunch break plus to have to hang up. I know nothing further and frankly have spent over two hours on this. It should be more transparent, better information for the breech and standard credit protection for all those in their system that opt to apply it for this breech. A more user friendly way to get information regarding our mortgages. and shorter wait times. My cell phone was on low battery after my long on hold wait to no resolve so my time would become limited had they answered in the end before hanging up. More informed and more helpful CSR 's. I was put on hold twice so he could ask what to do? I feel helpless to my own mortgage, now doubt Mr.Coopers integrity servicing my mortgage, and wonder if I should pay the huge cost to have my mortgage audited. XXXX XXXX conventional.

Company response to consumer: Closed with explanation