Consumer complaint received 2023-02-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: WA

Complaint narrative:
XX/XX/XXXX : I went to go make my payment for my mortgage as usual. However, this time the app on my phone that I use required I re-enter my data for some reason ( despite having it stored for the last year no problem ). I re-enter my account information and the payment shows as posted on Mr. Coopers website the same day. This is a pretty standard thing for them, showing it posted same day despite taking 1-2 days to withdraw from my account. 

XX/XX/XXXX : I called Mr. Cooper because the funds hadnt deducted from my account. I asked if they believe it was due to the XXXX? The gentlemen told me No and that the funds appear to have applied to my account already. I asked about it not clearing my bank to which he suggested I call my bank. 

I call my bank and verified that the funds havent been deducted, even with the holiday something would have shown by now. 

I checked the payment information and realized the account number was off by one number. I called Mr. Cooper and notified them immediately and told them NOT to apply the funds. I spoke with a gentleman ( I think his name was XXXX XXXX who told me there is nothing we can do but wait for the bank to ask for the money back. I made a payment with them over the phone that day to ensure I wasnt late. The employee attempted to pay only the minimum, {$2000.00} but I told him no, please pay the {$2100.00} as usual so I can pay an extra {$44.00} additional principle. At this time, I asked the employee what happens to the funds I pay today ( since it went all to principal because the bank hadnt asked for the old funds back ) and he said theyll reapply it to Principal and Interest. He did NOT tell me of any NSF fee or that the money I was paying would apply to any NSF fee. * This will come up later. They proceed to try TWO more times to withhold money from the wrong account after this conversation, despite me telling them not to. 

Early XX/XX/XXXX, sometime before XX/XX/XXXX but my phone log record wont go back that far so I dont have this exact date : I called early XX/XX/XXXX ( around XXXX I believe since thats when the payment reapplied ) once I saw they charged me a fee. I spoke with a female about disputing the NSF fee because I didnt feel it was fair to charge me a fee when I told them NOT TO APPLY THE FUNDS. I understand I called 9 days after I submitted the payment but they always apply the money same day, so even if I caught the issue right away there would not have been any process for me to prevent this from happening. Additionally, it isnt really NSF because I had the funds, it was just incorrect information. The woman I spoke to said she submitted a waiver request but never did. 

XX/XX/XXXX : After waiting a few weeks, nothing had happened. I submitted an e-mail request for the NSF fee to be waived, reference # XXXX XX/XX/XXXX : I received a letter stating The NSF charge, in the amount of {$25.00} has been waived. As of the date of this letter, your late charge balance is {$0.00} There was no additional information in this letter about what that meant, or the time frame for a correction so I waited. 

XX/XX/XXXX : I called Mr. Cooper again because I saw the NSF fee was still there. I spoke with a representative XXXX, who said : XXXX. She is not sure where the fee went or my money went. She shows the fee is pending but can not find the money XXXX. She then created a new fee to reapply the fee ( I didnt not understand this ) XXXX. Later, she changed her mind and said the fee that was waived was a Late charge fee and not an NSF fee. ( Note : their own document says NSF charge in the amount of {$25.00} was waived XXXX. She then proceeded to tell me that the payments I see on my account are not an accurate representation of the payment she has in her system. I disputed her on this saying they have a legal obligation to provide me accurate payment records to which she said the information they see is too confusing and complicated for me to understand and then send me to a supervisor. 


The supervisor told me it would take 5-7 business days from the date of the letter to have them reapply the funds ( even though I believe that day was the 7th business day at the time. 

XX/XX/XXXX : I called Mr. Cooper again. I spoke with XXXX who talked in circles about the same issues as before. I had to re-explain everything to him again. He tried to tell me the fee couldnt be waived because I already paid it. I told him that wasnt fair to because no one told me when I made my payment on XX/XX/XXXX I was also paying a fee, or I wouldnt have done it. He was finally apply to pull off the XXXX payment and reapply the additional {$25.00} to principal. I asked XXXX how long this process takes and he said typically 24 hours, but no more than 3 business days. 

Today is no XX/XX/XXXX, 8 business days after the last call and the funds are still showing incorrect.

Company response to consumer: Closed with explanation