Consumer complaint received 2024-05-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
I have been paying my mortgage with XXXX XXXX XXXX ( XXXX ) since I closed on my brand new build XX/XX/XXXX. My initial payment with them was $ XXXX continued to make the same payment all through XXXX. Then near the end of XXXX I was informed by XXXX that I had a Disbursement-Escrow Overage and received a check for {$11000.00}. I was also informed that my new mortgage would drop to {$3900.00}. That new payment would start XXXX XX/XX/XXXX. 

XXXX, XXXX, and XXXX of XXXX I made the new payment amount. Then on XXXX XXXX I was informed by XXXX that a new company would be servicing my account. starting on XXXX XX/XX/XXXX. I received confirmation from BOTH the original lender and the new lender that MY LOAN AMOUNT WOULD NOT CHANGE! 

Well, I had autopay set up and on XXXX XX/XX/XXXX the new lender automatically withdrew my mortgage payment. But they withdrew {$4500.00}, which was {$590.00} more than what I paid the 3 previous months.

I then called the new lender assuming they just did not receive the updated payment amount. This customer representative told me that I was 1 ) over {$3000.00} behind now on my escrow 2 ) I should have known better than to have cashed that check I received and should have given at least half of it back to the mortgage company. I then demanded that a supervisor call me back and try to explain what happened. I even sent an email to them immediately after getting off of the phone. 

The next day I received an email that said, " you have documents waiting '' So I tried to access my account ( I just created it the day prior ) but I was unable to access my account. So I called again and asked what the document was ( assuming it was correcting the amount error ). The new customer representative then read the document to me, it was a welcome letter and explaining there WOULD BE NO CHANGE TO MY PAYMENT WITH THE NEW COMPANY! I started laughing and said, well, you did change my payment, you increased it by over {$500.00}. 

After a couple of times on hold she came back and said, yeah, in XXXX we did an assessment of your account and your payment went up by {$300.00}. I said, well first .... you JUST read me a welcome letter, I WAS NOT WITH YOU IN XXXX. And second my payment went up by almost {$600.00}, not the {$300.00} you just said! 

I then told that customer representative to have a supervisor call me, and then I sent another email. That was the XXXX of XXXX, I still have NOT heard anything in return. 

Not only have they told me 2 completely different stories when I called them, even mathematically it does NOT add up! How could I have had an overage and then immediately be behind???? I should NOT have to pay for someone else 's calculation errors! ( if that is what it is ) I did NOTHING wrong! 

XXXX - XX/XX/XXXX {$4400.00} ( XXXX ) XX/XX/XXXX {$4400.00} ( XXXX ) XX/XX/XXXX {$3900.00} ( XXXX ) XX/XX/XXXX {$3900.00} ( XXXX ) XXXX XXXX {$3900.00} ( XXXX ) XX/XX/XXXX {$4500.00} Mr. Cooper Your mortgage with XXXX, Account No. ending in XXXX, for the property located at XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, CO XXXX has been transferred to Mr. Cooper, subservicer for XXXX XXXX XXXX XXXX XXXX. The transfer is effective as of XX/XX/XXXX. 

From now on, Mr. Cooper will be handling your statements, payment processing and other account services.

Company response to consumer: Closed with explanation