Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
Dear CFPB, I was informed by XXXX XXXX in XX/XX/year> that my VA mortgage was being transferred to Mr. Cooper Powered by XXXX XXXX and that no changes were being made to the terms of the loan. It would simply be transferred and you would carry on making your monthly payments as you have have done for the last 17 years. The loan was transferred in XXXXXXXX XXXX with full payments to Mr. Cooper beginning in XXXXXXXX XXXX At the time, I was informed that I could make bi-monthly payments on the loan just as I had been doing with XXXX XXXX for the last 17 years. A full payment was made on XXXX XXXX for {$2800.00} and I was informed no payment was required for the month of XXXX according to the transfer terms. In XXXX, I went to set up auto pay for bi-monthly payments and the option was unavailable. I contacted the Mr. Cooper and was informed that in order to set up bi-monthly autopay you must make an additional full payment in advance. I found this upsetting in addition to this having a major impact on our household budget, but I complied. I made three payments to Mr. Cooper in XXXX XXXX XXXX XXXX XXXX XXXX {$1400.00} -XXXX XXXX : {$1400.00} -XXXX XXXX XXXX {$2800.00}. 46 After these payments were processed, I proceeded to Mr. Coopers website to set up the bi-monthly auto pay and the option was still unavailable. I contacted Mr. Cooper again and was informed the additional full payment was not processed in time to set up the bi-monthly payments and would have to submit another additional full payment to be processed in full before the XXXX of the month. I informed them that this is causing great distress to my household budget and can not afford to to make another payment of {$5600.00}. I have since been making full payments in XXXX and XXXX, of {$2800.00}, which is causing distress to our budget based on my pay, which is bi-weekly and my wife 's pay which in monthly. I simply do not understand why they will not let us set up bi-monthly auto payments, which works so much better for our finances then making a full payment at the beginning of each month. I have been doing this for 17 years and I have never missed a payment! In addition, I had no say in the transfer of my mortgage and was repeatedly informed that nothing would change. When I informed Mr. Cooper of this they affirmed that was true. The terms of the loan did not change. However, how it's " serviced '' has change. In summary, I do not understand how I'm being penalized for having never missed a mortgage payment in 17 years to having to make an additional payment I can't afford, but did so anyway, only to be told it did not count and I would have to do it again. All this to simply set up bi-monthly autopay? I have been on the phone repeatedly with Mr. Cooper and each time have been informed that this is their policy and no exceptions will be made. I'm requesting my loan be transferred to another mortgage company for servicing. One that respects the need of their client 's family budget and its years on timely payments. Respectfully, XXXX XXXX. Thank you CFPB and the dedicated civil servants of your agency in assisting the American people to make sure they are treated fairly by our financial institutions.

Company response to consumer: Closed with explanation