Consumer complaint received 2021-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
We were transferred to Mr. Cooper from our previous lender. It was extremely painful experience to pay off our loan with Mr. Cooper. 

After receiving the quote from them, we wired them the money in the amount of {$100000.00} on XX/XX/2021. We did not hear from them for many days. They did not tell us if they received it or not. When we called to ask for status, they said they did not received the money, and asked us to contact their research department to look for the money. We did as directed, but never heard anything back from the so-called research department. After waiting more weeks and calling them many more times, they finally said they received the money a long time ago but rejected it since they were missing some information. They did not bother to ask us for the information before rudely turned down our payoff money. 

Then after over a month of communication with this irresponsible lender, we had to go through the pay-off process again and lost several hundred dollars because of their irresponsibility. 

Finally on XX/XX/XXXX, we paid off our loan in the amount of {$100000.00}. There was an over-payment amount ( {$96.00} according to them ) and we assumed they would send that to us soon. 

They never did. So we called again to ask about it in early XXXX. They said they already sent us the money, and if we did not receive it, they would send it again. 

We waited another 10 days. No money was received. We called again. They said they did not send the money to us yet and they would do it soon. 

We waited more days. No money was received. We called again. They said they sent us the money a long time ago and the check was already deposited. Therefore, after all, they would not send us any money. They also claimed the signature on the check deposited was the same as what's on file from us. 

But we never received the check or deposited it. We then asked for a copy of their check sent to us, the bank name and account number the check was deposited into, and the picture of the signature. We were hoping to find some clue of who deposited our check. But reps from Mr. Cooper refused to provide any of that. They said if we wanted to find out where the money went, it's our job to file a police report, while Mr. Cooper is not responsible to provide any relevant information to us. 

They then ask us to contact their research department if we still want our money. We asked to speak to someone from that department. They said that department does not handle phone calls. We had to email them, which is the only way to contact them. They then gave me an email address. 

We emailed ( XXXX ) on XX/XX/XXXX. Now 10 days already passed. We heard nothing back from this research department. Not even a note acknowledging their receipt of our email inquiry. 

Up till now, 4 months after our payoff, we still don't have our overpayment refunded. And during this whole process, Mr. Cooper never reached out to us although they owe us money. They did nothing to help out the customer except keeping customer 's money to themselves. 

If you need reference, the last rep we talked to was XXXX, work ID XXXX.

Company response to consumer: Closed with explanation