Consumer complaint received 2020-10-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
I am writing to you today regarding additional information for the complaint filed against Mr. Cooper. I hope the additional information will help your investigation. 

Our home loan originated via Nationstar in XXXX of XXXX. We set-up a bi weekly automatic payment plus {$25.00} as soon as the loan originated via XXXX  XXXX XXXX. Not one payment was missed or late. Sometime a year later, Nationstar sold the loan to Mr. Cooper. everything transferred over correctly and the payments were taken out of our account. In, XXXX of XXXX, we called Mr. Cooper on 2 separate occasions to tell them we were depositing {$12000.00} towards the principle. I wrote a check in the amount for {$12000.00} and on the check wrote towards principle along with loan number as instructed by Mr. Cooper. 
See attachment. Mr Cooper erroneously applied the {$12000.00} to an escrow account instead of the principal. We purchased the house without an escrow and for the length of the loannever had or needed an escrow. Clearly this was done on purpose. Along with that, it messed up our monthly payments. See attachment. 

After this event, things progressed down an acidic and accusatory path on behalf of Mr. Cooper. Sometime after XX/XX/XXXX, Mr Cooper decided to longer withdraw the automatic payments for XXXX and thereafter effectively damaging my credit. Mr. Cooper did not notify us by any means about putting a stop payment on our account. By the time we found out, a second missed payment for XXXX already occurred. As soon as we found out, all the money was repaid to the account to make it current. Meanwhile, we called Mr. Cooper dozens of times to find out what happened and have the problem rectified. Mr. Cooper conceded that there was a clerical error on there part and waved all late fees and reinstated lost interest. But, they refused to put forth a credit dispute. We intiated multiple investigations through Mr. Cooper, but to no fruition. They have not given us an explanation on how this happened and why they won't dispute my credit. They have been shady and evasive all this time. 

On XX/XX/XXXX, we called Mr. Cooper to tell them we were putting {$10000.00} towards principle. Again, they reassured us that it will be done correctly. When, I checked our loan on Sunday, XX/XX/XXXX, once again they misappropriated the funds. They put {$5000.00} towards principle and {$5000.00} towards interest. At no time did my wife or I ask to put any money towards the interest. XXXX XXXX. Currently, they are trying to fix this problem. 

My wife and I feel that Mr. Cooper has harmed us to the extent that we can no longer trust them. Currently, we are looking for another lender but with the damage done to our credit, we can not take advantage of the low interest rates and also the cost of refinancing is very expensive. Also, we are looking to buy a car, but once again our damaged credit score is hampering the process. 

I do apologize for not having exact dates. We have called them so many times that its not possible to remember exact dates. I'm sure Mr Cooper has a record of everything. We hope that the state will help us against this predatorial company. Please contact me for any or all additional questions. 

Currently, we are trying to seek legal advice but we dont know the type of lawyer to cousel with. If you have any suggestions, please email us with a list of possible lawyers. 

Regards XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation