Consumer complaint received 2021-10-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MO

Complaint narrative:
My mortgage was sold to this company in mid XX/XX/XXXX. I received both an email and a print letter from my old mortgage company ensuring me that I would not experience any disruptions in my payment plan. I paid my mortgage on the XXXX of the month with my old servicer. I allowed one week to pass and noticed on XX/XX/XXXX that no payment had been applied to my new Mr. Cooper account, which indicated that a payment was due and would be late the following week. On XX/XX/XXXX I made a payment through their website. On Monday XX/XX/XXXX, two of my full mortgage payments plus additional principal totaling {$1400.00} were deducted from my account. 

My husband called Mr. Cooper immediately on XX/XX/XXXX, explained the situation, and asked what we need to do to have one of the charges reversed. They said that they could not to anything until both payments had posted and to call back. On XX/XX/XXXX after the payments had processed he called back. The Mr. Cooper rep told us that this happened because we have two auto pays set up when it is clear on their website that we have XXXX, but that they could refund one of the charges. My husband, the Mr. Cooper customer service rep, and a rep from my bank got on a conference call. Our bank rep confirmed the account numbers and the duplicate charges. The Mr. Cooper rep assured us that our refund was being processed and we would see it in 24-48 hours. 

After 48 hours had passed, we called back to inquire about why we hadn't seen our refund yet. The person explained that we must have been confused and that our refund was processing but it would actually take three to five business days. 

On the fifth business day since our initial request, we still had no refund so we called again. We spoke to a new representative who told us that no refund was processing on our account and that the person we spoke to the first time made a note on the account but " didn't know what she was doing '' so the process had not even been started. At this new person 's request, my husband went to the bank and got a partial bank statement showing the duplicate charges ( which our bank had already verified on XX/XX/XXXX ). He was instructed to send them in to a generic email address and told that whoever saw them would " know what it was for ''. We were told we would see our refund within two business days. It is now the second day and it is clear that nothing has been initiated on their end. They are holding {$1400.00} of our money hostage despite our multiple attempts to resolve this and complete compliance with their repetitive demands. 

On XX/XX/XXXX I sent the company an email explaining that if my situation was not resolved quickly I would be submitting a complaint to the CFPB. They replied quickly to my email stating that they were sorry for the poor customer service and would be calling me to discuss. They never called so I am submitting this complaint two days later as promised.

Company response to consumer: Closed with explanation