Consumer complaint received 2025-06-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
I am filing this complaint due to ongoing and negligent mishandling of my mortgage account by Mr. Cooper, which has resulted in inaccurate delinquency reporting, financial hardship, and a breakdown in communication and transparency. 

On XX/XX/XXXX, I spoke with a Mr. Cooper representative named XXXX to review the application of checks I submitted for the following payment periods : Due XX/XX/XXXX Check # XXXX for {$2200.00} ( intended to cover XX/XX/XXXX ) Due XX/XX/XXXX Check # XXXX for {$2200.00} ( in question ) Due XX/XX/XXXX Check # XXXX for {$2200.00} ( moved to suspense despite full payment ) Due XX/XX/XXXX Check # XXXX for {$2100.00}, though the correct amount with escrow shortage was {$2300.00} All checks were mailed on time with the required payment coupons, as instructed by Mr. Coopers own payment processing guidelines. Despite this, the payments for XXXX and XX/XX/XXXX were not properly applied. This misapplication caused Mr. Cooper to falsely state that I am two months behind and owe {$2200.00}. This is inaccurate and contradicts both the payment history and statement records. 

The XX/XX/XXXX statement reflects a due amount of {$2100.00}, which includes a {$260.00} escrow shortage I have already paid. The discrepancy is a result of Mr. Coopers internal delays and failure to apply funds correctlynot a failure to pay on my part. 

There is also a persistent issue with payment pickup times. For example : Check # XXXX : Shipped XX/XX/XXXX Picked up XX/XX/XXXX Check # XXXX : Shipped XX/XX/XXXX Picked up XX/XX/XXXX Check # XXXX : Shipped XX/XX/XXXX Picked up XX/XX/XXXX Check # XXXX : Shipped XX/XX/XXXX Picked up XX/XX/XXXX Check # XXXX : Shipped XX/XX/XXXX No pickup recorded There is no consistent or transparent process regarding when payments are received, picked up, or applied. These delays have led to my account being misreported as delinquent. 

Additional concerns include : A prior resolution letter from Mr. Cooper acknowledged that payments were applied out of order, but the issue remains unresolved. 

Payment coupons continue to be ignored, despite being required by their payment policy. 

I was charged a {$110.00} shortage for XX/XX/XXXX, despite payments being misapplied. 

I do not authorize Mr. Cooper to hold overages, especially while they inflate escrow estimates by over 50 %. 

My escrow credit and homestead exemption have not been applied to my account. 

Mr. Coopers website falsely reports 100+ days of delinquency, when I am only one month behinddue to their own errors. 

A Mr. Cooper representative confirmed that no escrow analysis was conducted for XXXX, yet I am being charged as though one was completed. 

In a recorded call involving XXXX XXXX ( Mr. Cooper ) and XXXX, it was confirmed that the following checks were received and applied : # XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. 

I am requesting the CFPBs assistance in ensuring Mr. Cooper corrects my account, accurately applies all payments, reverses any false delinquency reports, and complies with federal servicing standards.

Company response to consumer: Closed with explanation