Consumer complaint received 2020-11-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: IN

Complaint narrative:
Friday, XX/XX/2020 XXXX called XXXX ; spoke with XXXX in Texas ; request payoff quote for Loan Number XXXX ( XXXX XXXX XXXX ) and for Loan Number XXXX ( XXXX XXXX XXXX ) ; received both payoff quote by email at XXXX ; both were good through XX/XX/2020 Friday, XX/XX/2020 XXXX went to XXXX XXXX XXXX XXXX , IN to obtain Cashiers Checks for both payoffs prior to going out of town for several days ; received Cashiers Check XXXX in the amount of {$6900.00} for Loan Number XXXX ( XXXX XXXX XXXX ) and Cashiers Check XXXX in the amount of {$41000.00} for Loan Number XXXX at which time {$48000.00} was withdrawn from my XXXX XXXX account Saturday, XX/XX/2020 I took pictures of each check with the associated payoff statement, copied both checks and the single envelope used to mail them, placed both Cashiers Checks along with their associated payoff statements in the envelope and mailed it to Mr. Cooper , Attn : Account Services, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX TX XXXX per the payment instructions on the payoff statements ( copies attached ) Monday, XX/XX/2020 Cashiers Check XXXX in the amount of {$41000.00} was cashed by Mr. Cooper , applied against Loan Number XXXX for XXXX XXXX XXXX and my account was updated showing the loan had been paid off Wednesday, XX/XX/2020 I began receiving emails from Mr. Cooper regarding Options to make a payment Saturday, XX/XX/2020 when I returned from travel, I checked the Mr. Cooper website to see what had happened with the two payments and noticed only 1 had been applied Monday, XX/XX/2020 I called XXXX to determined whether Cashiers Check XXXX had been cashed and found that it had not ; I then called Mr. Cooper at XXXX and received a message that the call volume was higher than normal, it would take more than 10 minutes for a call back and thus decided to take the given option to leave my phone number for a call back which was never received ; I also went online to Mr. Coopers website and sent a message, received reference number # XXXX, responded that I had also called 2 hours earlier and requested a call back with did not come ( copy attached ) Tuesday, XX/XX/2020 followed up on Mr. Coopers website since I had not yet received a response RE # XXXX ( copy attached ) Wednesday, XX/XX/2020 I received a response that it would take 7 days for review and a letter would be sent in 7-10 days RE # XXXX ( copy attached ) ; I later received a letter via email indicating The Cashier Check may have fed into the automated processor at the same time ( as the other check I sent ), which results in only one of the checks being cashed, and then the checks are shredded. 
Thursday, XX/XX/2020 I called XXXX XXXX again to confirm Cashiers Check XXXX had not been cashed and to understand the process for getting this money returned to my bank account. Even in the absence of this money being returned to my bank account, I again went to XXXX XXXX  in XXXX, IN and initiated a wire transfer for the same payoff amount since this was clearly an error on Mr. Coopers end of the process. ( copy attached ) I also sent another message to Mr. Cooper through the website indicating that I had sent the wire transfer to replace the check mishandled by Mr. Cooper, I received reference number # XXXX Friday, XX/XX/2020 I received a response to reference number # XXXX ( erroneously ) indicating the payoff funds were not received and closing the thread for further response. I called Mr. Cooper at XXXX at XXXX, spoke with XXXX in Texas , the call continued until XXXX with XXXX  putting me on hold several times to investigate, she indicating she was reaching out to her manager to rectify the situation, she was instructed to request the payoff date to be updated back to XX/XX/XXXX ( when the Cashiers Check was initially received and inadvertently shredded by Mr. Cooper ) , she said the date would be changed since the error was on Mr. Coopers side and it may take up to 5 business days, case/reference # XXXX Monday, XX/XX/2020 when I noticed Mr. Coopers website showed the funds received on XX/XX/XXXX in the activity tab or the account as Unapplied Funds, I sent another message to Mr. Cooper asking about the discrepancy, I received reference number # XXXX Tuesday, XX/XX/2020 I received the same generic email about 7-10 days being needed for Mr. Cooper to respond ( copy attached ) Thursday, XX/XX/2020 I received a pdf through the Mr. Cooper website XXXX when trying to open it, I receive the following message There was an error opening this document. The file is damaged and could not be repaired. 
Friday, XX/XX/2020 I received an email indicating Weve received your payment Thanks, however the payment was not applied as a payoff. It was instead applied as if it was the payment for the next couple of months with a late fee taken out and some applied as extra principle. Even though I sent the full payoff amount, the account is still open with a balance due. ( screenshot attached ) As you can see from the timeline included and copies of associated documentation attached, I have made several attempts to payoff Loan Number XXXX for XXXX XXXX XXXX beginning with 1 ) sending 2 Cashiers Checks for 2 loans in the same envelope received by Mr. Cooper on XX/XX/2020, where Mr. Cooper only applied 1 and apparently shredded the other without applying it per Mr. Coopers letter dated XX/XX/2020. 
2 ) Sending a wire transfer on XX/XX/2020 which Mr. Cooper initially did not apply at all and even claimed not to have received in contradiction with the information noted on their website at the time 3 ) Failing to back date the money received to the original date of receipt of XX/XX/2020 and further incorrectly choosing a random way to apply the funds including adding a late fee and leaving a remaining balance. 
This appears to be gross negligence on the part of Mr. Cooper. My next steps will be to seek assistance from various regulatory agencies as well as the XXXX XXXX XXXX until this is brought to resolution. 
My request is that the payoff funds in the amount of {$6900.00} be applied to my account as of XX/XX/2020 since this was the original date of receipt by Mr. Cooper. This should bring my account to {$0.00} and close out the loan. Once this is complete, the remaining escrow balance should be returned to me per standard protocols.

Company response to consumer: Closed with monetary relief