Consumer complaint received 2024-09-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
I am writing to formally lodge a complaint regarding the negligence of my mortgage company in handling our mortgage payments, as well as their inadequate customer service. Their failure to properly process payments and the difficulty in reaching representatives has caused significant financial hardship and frustration. 

Our original monthly payment is {$1700.00}. Our first payment to Mr. Cooper was made in XXXX but was returned on XX/XX/XXXX, incurring a returned check fee of {$29.00}. The payment was then taken out on XX/XX/XXXX, but we were charged another returned check fee on XX/XX/XXXX, and again on XX/XX/XXXX. 

In XXXX, we made a payment arrangement for XXXX, XXXX, and XX/XX/year>, with XXXX payment set at {$2500.00}. However, the payments for both XXXX and XXXX were not processed properly. We were charged returned check fees of {$29.00} on XX/XX/XXXX and XX/XX/XXXX. This led us to contact the VA to see what other options were available to make payments, and under their guidance, we were informed that we could pay via XXXX Mr. Cooper failed to inform us about, despite numerous inquiries. XXXX payment was successfully made via XXXX on XX/XX/XXXX. 

Later in XXXX, we received a call from the company informing us that the payment arrangement set up by the previous representative was no longer valid. The new arrangement extends until XX/XX/year>, with a payment amount of {$2300.00}. Furthermore, we were told that we could no longer use XXXX and must make payments via autopay, the very system that caused these issues in the first place. So we opted to pay XXXX payment the original amount of {$1700.00} until some kind of resolution can be made. 

Now, we are paying over {$1000.00} in loan interest, with only {$200.00} going toward the principal. We are also being charged return check fees of {$29.00}, 2-3 times a month due to their mishandling of the autopay system. The company has been inconsistent in handling payment agreements and providing clear information on payment options. 

Additionally, speaking to a representative has become an ordeal. Each time we need to speak to someone about our mortgage, we have to spend 20 minutes or more navigating through an automated system just to be routed to a representative. This experience tells me that customer satisfaction is not even a priority for this company. They do not seem concerned with their customers well-being, which mirrors the very same issues that led to Nationstar being bought out by Mr. Cooper. The problems continue, just under a new name. 

It is deeply concerning that this company is still allowed to handle peoples mortgages, homes, and sense of security. We have already spoken to the VA, who informed us that payments can be made via XXXX, despite the mortgage company failing to provide this option after multiple inquiries. They also falsely claimed that debit card payments can be made through their automatic payment line, which is not true. 

This company has repeatedly failed to uphold their end of our agreement, and their removal of other payment options has made it increasingly difficult for us to manage payments. Their negligence has caused us financial hardship and undue stress. 

I request immediate action to resolve this issue, including reinstating other payment methods, addressing the fees caused by their mishandling, and improving customer service for the benefit of all their clients.

Company response to consumer: Closed with explanation