Consumer complaint received 2019-04-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
To whom it may concern, I am writing to let you know that my husband and I have been nothing but problems with your company, Since your company Mr. Cooper bought us out from our old mortgage. Since we been with your company and it has been nothing from lies to lies always getting the run around being keep on hold for more then half hour then disconnect our calls, taking money out the account without our permission. Like starting on XX/XX/XXXX we contact your company from Mr. Cooper about our papers work and for over a week we were getting told they havent received our paper work and we were calling everyday as we were told by someone different but very funny how your company had our bank information and took a payment but didnt have the full paper work, then on XX/XX/XXXX again we call Mr. Cooper to cancel our direct with draw payments for XX/XX/XXXX not to take payment and as they state they said they will cancel the withdraws and what happen on XX/XX/XXXX they took our payments as we were closing with another company and we state that to them and needed that payment, so my husband and I was call back every day for 2 weeks and stated they will refund the money even speaking to supervisors and nothing was being done so we had to get our bank involved stating the company took the money without our permission which it took 24 to get refund after all the calling the company, So if your company says everything is being recording why dont you check all your calls from my husband and I starting XX/XX/XXXX it seems like your company have nothing but working people that dont know their jobs or like to lie and every day we were getting lies after lies and dont want to return the refund our money. As on XX/XX/XXXX we close and the loan was Paid in full {$220000.00} we got a letter from your company that our escrow is {$3500.00} with the proof on more then one statements, we also got letter prior to the closing that our escrow is was that amount so we have all the proof from the documents. On XX/XX/XXXX your company send a part portion {$2500.00} and it was short so your company of owe us {$1000.00} and we try to contact on Friday XX/XX/XXXX at XXXX XXXX and again with lies and stating they cant reach the loan department and they its the cooperate office and and that they didnt get paid in full, or that the had to pay insurance so every time we told them the truth they come up with different excuses and we have the paper works to prove it. All I am stating I will be contacting my lawyer and sue your company for fraud. We are tried of Mr. Cooper company stealing money that dont belong to them so if you want look into out account number and address and you can see the full escrow that owe to us and that our new mortgage paid your company in full. We would like our refund of {$1000.00} within a week from this letter which I will have it certified from the post office so your company cant say it wasnt received or I will contact my lawyer for further actions and will contact XXXX ( XXXX XXXX XXXX ). My husband and I will not reach the company no more as they refuse to help or gives us our refund. 

Mr. XXXX and XXXX XXXX Loan # XXXX XXXX XXXX XXXX XXXX NJ XXXX Escrow {$3500.00} Refund XX/XX/XXXX {$2500.00} Balance owe {$1000.00} XXXX

Company response to consumer: Closed with explanation