Consumer complaint received 2021-09-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: AZ

Complaint narrative:
My complaint is about our mortgage company Mr. Cooper. My husband and I received a letter from them dated XX/XX/2021. It stated ( first sentence of letter only ) : Recently a transaction on your account has resulted in us placing funds in an unapplied funds account. I called Mr. Cooper and spoke to XXXX XXXX about the letter we received. He told me the letter meant that we did not pay our mortgage in full and that's why we got the letter. That was a complete lie. My husband and I ALWAYS pay our mortgage in FULL, and in addition we pay {$85.00} towards the principle. IMMEDIATELY following his statement, instead of looking into why we would receive this letter, he jumped into trying to talk me into refinancing our home. I explained I wanted the mistake, they made, corrected and I wasn't interested in refinancing our mortgage with their company. He then gave me a second reason for the letter, and said our check for our XXXX mortgage had bounced. ANOTHER LIE. I spoke with XXXX at XXXX and she confirmed to me that the check had been cashed by XXXX XXXX on XX/XX/2021. XXXX never resolved the issue of the letter and continued to harass me by email sending me all kinds of information about refinancing our home. Finally on XX/XX/2021 I spoke to XXXX and she " thought '' that the extra {$85.00} that we apply towards the principle was taken as an " incomplete '' mortgage payment, and explained it was a " computer glitch. '' She assured me it was all fixed. Now, we have received the exact same letter again from Mr. Cooper dated XX/XX/2021. On XX/XX/2021 I called Mr. Cooper again and talked to a XXXX. I explained this was the second time this has happened. He put me on hold for over 10 mins- said he had to verify the issue with " someone else '' to make sure this never happened again. Then he too continued to try to keep me on the phone to discuss refinancing our home. On XX/XX/2021 I received our XXXX mortgage payment and the bill was DOUBLED. I called that same day and spoke with a XXXX and he explained to me that the bill was sent before my conversation with XXXX and that I didn't have to make a double mortgage payment. I told him I was very upset that this has happened a second time and I wanted to speak to a supervisor. He told me his supervisor 's name was XXXX. He told me she was on the phone and couldn't take my call. I insisted on being transferred to her voice mail and he said he couldn't do that. I asked him to make sure she gets the message to call me. He stated she would call me that evening. She never did. I called this morning, XX/XX/2021, and told them I was waiting for a phone call from XXXX, and I wanted to speak to her. I was told her supervisor wasn't in the building, and that I couldn't receive a voice mail number and/or an extension to ANY supervisor what so ever. I'm sorry on this phone call I didn't write down the woman 's name I spoke to because I was so upset. If felt as though she was trying everything not to get me on the phone with a supervisor. What I am most upset about is, Mr. Cooper is messing with my husband and my credit. I myself, have NEVER in my life wrote a bad check or have NEVER EVER been late paying ANY bill. Also upsetting, the unprofessional manner in which some of the employees handled me and the situation.

Company response to consumer: Closed with explanation