Consumer complaint received 2020-09-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I refinanced a mortgage ( Loan number XXXX ) from Nationstar Mortgage, DBA Mr. Cooper to XXXX XXXX XXXX XXXX. On XXXX XXXX, I received a check from Mr. Cooper in the amount of {$3800.00} without any attached document to explain what it was for. I assumed it was for an over payment on the payoff when the loan closed. 

On XX/XX/2020, Mr. Cooper demanded a payoff amount of {$440000.00} ( copy attached ) from the XXXX XXXX XXXX despite my continuous mortgage payments for XXXX and XXXX. The payoff breakdown includes interest from XX/XX/2020 to XXXX.with a  daily interest of {$50.00}. I have refinance other mortgages in the past but I noticed that their included some junk fees which I questioned but I was told those are standard fees. They even have an expedited fee although the Title Company did not received their fax until XX/XX/XXXX when we had a 3-way phone conversation. 

On XX/XX/XXXX, after receiving the refund check, I started to inquire about getting a statement of the breakdown for the payment to find out how they came up with the amount of refund. I contacted XXXX XXXX of Mr. Cooper and she said that there is nothing she could provide other than the transaction history which only shows the actual amount of payoff and the refund due to me. I have been asking to show how the payoff amount of {$440000.00} disbursed by XXXX XXXX XXXX XXXX was applied and all the itemized deductions from it. She denied to provide it. She got her supervisor/manager ( Mr. XXXX XXXX ) involved but instead Mr. XXXX gave me a runaround. He asked me to contact the bank who refinanced it or the Title Company. .According to him there was nothing he could provide other than the transaction history given by Ms. XXXX . I then contacted the bank and was informed they sent the payoff amount as requested by Mr. XXXX.and that any adjustments should be handled by Mr. Cooper Mr. XXXX was so difficult to contact by phone that I ended up calling his manager Mr. XXXX XXXX although he did not return my call. Mr. XXXX and I played phone tags a couple of times, so I requested him to send me an e-mail if he's got anything to tell me. He still didn't honor my request until I finally was able to talk to him on XX/XX/2020. He then refer me to an escalation agent by the name of XXXX XXXX who provided me with an updated transaction history which show all the fees that were taken and the payoff interest. I mentioned to her that the payoff interest do not seem right because I made payments for XXXX and XXXX and that payoff interest should only be calculated from XX/XX/XXXX to XX/XX/XXXX. My loan closed on XX/XX/2020. Transaction history showed my XXXX payment ( with principal and interest ) was applied on XX/XX/XXXX. XXXX XXXX XXXX insisted that all the figures in the transaction history I received on XX/XX/2020 are correct. It seemed to me that the payoff interest was calculated for the whole month. I believe that Mr. Cooper was trying to defraud me. They even added some additional fees aside from the payoff request fees on their revised transaction history to tally their calculations for my amount of refund.or reimbursement. 

Attached, please find documents to support my claim or complaints. Please call me at XXXX XXXX XXXX XXXX if you have any questions or need any additional information. Thank you very much.

Company response to consumer: Closed with explanation