Consumer complaint received 2024-04-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
I am writing to file this complaint against MR. COOPER MORTGAGE because I am not receiving my money when payments are supposedly being reversed back to my account. On XX/XX/XXXX, between XXXX and XXXX XXXX. I called and spoke with a customer service representative named XXXX. I informed the agent that payments were made on the wrong accounts. Account number ending in XXXX was charged for {$1500.00}. Another payment made was sent to account number ending in XXXX for the amount of {$1000.00}. The amount of {$1000.00} was put on hold, but the payment went through and the amount of {$1500.00} went through as well, but the payment was unexpectedly reversed. The agent XXXX explained to me that the amount of {$1500.00} was reversed due to insufficient funds, but there is no trace of the money that was taken and reversed in my bank account from MR COOPER neither does my mortgage account reflect as current. The payments are not reflecting correctly in my account with MR. COOPER MORTGAGE. The agent XXXX ( who was very rude ) told me that they call would me back within 48 hours due to this inconvenience, but I never received a call back. This is the second time MR. COOPER MORTGAGE has not followed up. There are also other instances where these same issues have occurred. In XX/XX/XXXX, my wife and I received a disconcerting statement, indicating that we were XXXX months behind on our mortgage payments. This came as a shock to us because, to the best of our knowledge, we had been consistently making our mortgage payments on time. Concerned and confused, I decided to take immediate action to address this issue and rectify the balance. Once I had verified that the balance was indeed correct, I took proactive measures to ensure that we were not only caught up but also a month ahead on our payments. Little did I know that what I thought was an extra payment was, in fact, meant to cover a previous month 's installment. This revelation was made during a phone call with a representative from Mr. Cooper. During this conversation, the Mr. Cooper representative disclosed that their app 's accuracy was questionable and that there had been reversals of payments. Curious and concerned, I decided to visit their company website to cross-reference the information provided. Much to my surprise, I discovered discrepancies between what I had been told and what my bank account records reflected. I promptly requested that these discrepancies be resolved, but to my frustration, the errors persisted. The fallout from this mortgage confusion began to seep into other areas of my life, making it increasingly challenging to take care of my family. During this period, my car 's transmission malfunctioned, rendering me ineffective in managing my household. I found myself stretched thin, allocating resources towards the mortgage that I had already paid. The added stress of my inability to contribute to our household put a strain on my wife, who could clearly see the toll this was taking on me. On XX/XX/XXXX, a phone call from Mr. Cooper alerted me to the fact that I was considered late on my payments. When I tried to explain to the representative that we only wanted to make a regular monthly payment instead of allocating it to the principal, she insisted that I was not current. Despite my certainty that we had made payments ahead of schedule, she discouraged me from relying on their app, citing its unreliability. Troublingly, I discovered discrepancies on their website, indicating that money had been reversed but never returned to our accounts. As I scrutinized the documents, I also noticed inaccuracies that undermined my status as a responsible citizen and my family 's financial credibility. My wife, equally concerned, engaged with Mr. Cooper on the same day and was told that an investigation would be launched to resolve these issues. However, when she followed up in XXXX, she was informed that there was no record of the previous investigation and was incorrectly told that we hadn't paid due to other financial obligations, which was entirely untrue. There is a total of XXXX payments that have been reversed where money was taken but never returned and there are multiple instances where payments were made but were not posted to the mortgage account. At this point, I feel robbed and taken advantage of. Please help. This situation is damaging the peace in my home with my family, our livelihoods, and causing XXXXXXXX XXXX XXXX XXXX. I am currently hesitant on making any further payments because payments are not being posted accurately and as a result of them not posting the payments, MR. COOPER MORTGAGES app is currently reporting that I am 42 days late on my account with them, but I will continue to make payments to cover myself. Their behaviors and actions show instances of potential violations of 18 USC 1001 fraud and 18 U.S. Code 2112 for theft.

Company response to consumer: Closed with explanation