Consumer complaint received 2024-12-21 00:00:00
Product: Mortgage — Conventional home 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: IA

Complaint narrative:
Our conventional mortgage loan was service transferred from XXXXXXXX XXXX to Mr. Cooper / Nationstar Mortgage with an effective transfer date of XX/XX/XXXX. We were set up with bi-weekly XXXX payments with XXXX and have been attempting to get set back up with bi-weekly XXXX payments with Mr. Cooper / Nationstar Mortgage. 

Our complaint isn't with the servicing transfer, it's with Mr. Cooper / Nationstar 's servicing operations... specifically payment process, escrow operations and customer contact ( phone and XXXX XXXX ). 

We submitted a bi-weekly XXXX  payment request form with Mr. Cooper / Nationstar, as soon as our loan was live, which was acknowledged by Mr. Cooper / Nationstar on XX/XX/XXXX. 

Our {$2700.00} XX/XX/XXXX mortgage payment was received and applied by Mr. Cooper / Nationstar on XX/XX/XXXX. 

We remitted the XX/XX/XXXX payment of {$2700.00} which was received on XX/XX/XXXX and incorrectly applied as a principal only payment. We were told by the Mr. Cooper / Nationstar customer service rep prior to submitting the XX/XX/XXXX payment ( to get XXXX payment ahead to initiate the go forward bi-weekly XXXX payments ) that Mr. Cooper / Nationstar would recognize it as the XX/XX/XXXX payment since our bi-weekly autopay request was on file and not apply it as a principal only payment. 

We had to contact Mr. Cooper / Nationstar on XX/XX/XXXX to have the principal only payment reversed. At that time we noticed that our mortgage payment had increased to {$3000.00} on the Mr. Cooper / Nationstar website due to an Escrow shortage at the time of transfer. In reversing the {$2700.00} principal only payment, we requested that Mr. Cooper / Nationstar apply the {$2700.00} to our escrow account and run a new escrow analysis to recalculate our go forward payment amount. 

We contacted Mr. Cooper / Nationstar on XX/XX/XXXX and XX/XX/XXXX to inquire on the status or escrow shortage payment application and escrow analysis rerun, at which time still had not been rerun. During the last contact on XX/XX/XXXX, I attempted to call Mr. Cooper / Nationstar 3 times and was disconnected all 3 times. I had to resort to using the XXXX XXXX XXXX ( XXXX ) who was antagonistic and took an hour+ longer to address my questions with the back and forth typing and wait times, than a phone call would have taken to resolve. 

We were attempting to have the bi-weekly XXXX autopay payments begin on Friday XX/XX/XXXX. 

During this time our account was flagged with a past due payment message indicating that late charges were being incurred, even though we are still inside the XXXX transfer grace period. We were even receiving late payment email and text communication pushes, after having communicated with Mr. Cooper / Nationstar at each contact that we were waiting for their system to reflect the correct payment application and amount due. 

At this time we still have not been able to make our XX/XX/XXXX payment as we are waiting for the Mr. Cooper / Nationstar servicing system to reflect the adjusted payment amount. We will need to wait for the XX/XX/XXXX payment to post correctly... then make the XX/XX/XXXX payment and verify that it has posted correctly as a payment and not a principal only payment, and then possibly make the XX/XX/XXXX payment and verify the posting ... before resubmitting the bi-weekly autopay request again to hopefully begin the correct drafting cycle in XX/XX/XXXX. 

We have also requested a copy of our life of loan servicing file and related communications through the XXXX XXXX agent. Not sure why the representative felt it was necessary to include my title, who I am employed by and the group I work in... ( Mr. Cooper / Nationstar agent response attached ) At this time we are very concerned with Mr. Cooper / Nationstar 's ability to receive and post payments correctly, in a timely manner, and in alignment with the customers wishes/ intentions without having to closely monitor and follow-up. We also have a concern with some of Mr. Cooper / Nationstar 's customer contact technologies, capacity and customer service representative responsiveness.

Company response to consumer: Closed with explanation