Consumer complaint received 2022-09-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
I have waited for an extended time to place this complain because I have placed numerous call to Mr Cooper ( 7 ), 2 chat calls and have been promised a supervisor or manager would place a call back to me 5 times but none has happen within the prescribe timeframe nor at all. One customer service rep ( I have the name ) has return a call to me 3 times at the expired timeframe to extend the call back time and on the third call today she told me that since her manager has not called me back she was trying to escalate inside Mr Cooper to have any manager return my call. 

The issues is that I sold my house on XX/XX/XXXX and the closing agent collected funds as directed by the payoff quote plus 7 additional days of interest and forward via XXXX overnight package on that day. Mr Cooper signed for that package on XX/XX/XXXX but never applied the funds to my account. 

On XX/XX/XXXX I received an email for a reminder that my payment for XX/XX/XXXX was due. I called the closing agent to ensure the check had been mailed overnight and that Mr Cooper had received it. The closing agent check the XXXX tracking system and provided me a copy of the check and the tracking screen dump showing that Mr Cooper had signed for the package on XX/XX/XXXX at XXXX. Closing agent also told me that she had tried to place a call to Mr Cooper but that they would not talk to her. I then called Mr Cooper back and requested how to send the email that the closing agent had given me as proof that Mr Cooper had signed for the package. i was given instruction on how to send. I call back later that day to make sure they had received and attached it to the request to expedite the task. I began to call Mr Cooper talking to several CCR to escalate the issue and each time I was assured that a ticket had been open and I demanded that a supervisor or manager call me to resolve this issue. I have documented each and ever call that I made and action I was told was taken by Mr Cooper. Finally on XX/XX/XXXX I again called closing agent to see if check had been cleared and was told it had not. Therefore I requested that the closing agent reissue the check and overnight the package again to Mr Cooper. Also on XX/XX/XXXX I sent a demand letter requesting 7 action be taken on my behalf such as place a late charge block on my account, block credit reporting on my account, backdate payoff funds to XX/XX/XXXX which was the original date they receive the original check and transfer escrow balance XXXX to my new address which I gave them and also update their system to this address for future communications. I call Mr Cooper back several hours later on XX/XX/XXXX to ensure they had received my email demand and CCR assure me that they had. I again ask for this demand letter and issue be escalated to a manager over the cashiering department. On XX/XX/XXXX I could see that my loan had been paid off by visiting Mr Cooper web site. Since I had not received any call backs on XX/XX/XXXX I entered a chat was was able to receive a copy of my payoff and all transactional history on my account since beginning of time Mr Cooper had serviced my loan. I was able to determine from this transactional history that I had been charged XXXX excess interest, {$100.00} for a late charge and {$30.00} for a NSF for a total of {$750.00}. On XX/XX/XXXX I again called Mr Cooper and finally receive a knowledgeable and responsive CCR. She told me after 25 minutes on the call that she would have to see if she could get the cashiering manager on the phone. She came back on the line after a lengthy hold time to tell me that the cashiering department would not backdate the payoff to XX/XX/XXXX nor reverse late charges much less the NSF. I ask her why since I had sent in proof that Mr Cooper signed for the package on XX/XX/XXXX and not processed the funds on that date. She stated that unless the closing agent had proof that in fact the check was placed in package they would not backdate. I did get her to agree to have a conference call with the closing agent at XXXX. I did call the CCR back at XXXX with the closing agent on the call to discuss. We discussed how ridiculous the request was and that no closing agent that we are aware has recording devises in their office to record each person movement to proof that the closing agent in fact placed the check in the package. Closing agent did state that the check had not showed up in their office and that if the check was not in the package why was the closing agent not called immediately. This CCR did try to get a manager on the phone but after several minutes was told by another person in the office that all mangers were in a meeting and no one could take our call. The CCR did say that she would copy all the documents that I had sent in and documented the conversation for that day and have a manger call back within 24 to 72 hours. I never receive a call back but did get a call call back form the CCR to follow up telling me it would be another 2 days on XXXX, XXXX and today. Today she stated that while she could not get her own manager to call me back she was escalating internal to get another manager to handle the issue. Also I could add alot of other issues like the legal letter I receive did not address all my concerns and also stated that Mr Cooper received it on XX/XX/XXXX when I had confirmed it was received on XX/XX/XXXX.

Company response to consumer: Closed with explanation