Consumer complaint received 2023-02-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missed XX/XX/XXXX Mortgage Payment. Whereas I sent my payment to the XXXX XXXX XXXX XXXX ( XXXX ) where during that time I was instructed to submit my payments. Under a different loan number unaware that my account was being held by Mr. Cooper starting in XXXX. Unfortunately, Mr. Cooper failed to inform me of the change. Therefore, I was following instructions according to my mortgage statement. On XX/XX/XXXX I mailed XXXX a money order for {$1400.00}. I assumed my payment was posted into my account, until XX/XX/XXXX when I received a check from XXXX refunding my payment. Because of the miscommunication, XXXX intentionally caused my XX/XX/XXXX payment to be late. After I received the check, I forward the check to Mr. Cooper with a copy of the original money order showing the date, Informing Mr. Cooper my mortgage payment was paid on time. In return, Mr. Cooper criticized me for the late payment. 
As of XX/XX/XXXX, Mr. Cooper claims that I miss the XX/XX/XXXX payment whereas I still owe a previous balance. As of XX/XX/XXXX, my regular monthly payment is {$1400.00}. According to my payment history, my payment has been consistent until XX/XX/XXXX. Upon sending my XX/XX/XXXX payment to the wrong server XXXX this is when my emotional hardship started. My check was returned to me from XXXX I forwarded it to Mr. Cooper, and in return, they allegedly claimed they declined the check and informed XXXX of the reason for the decline. Heres the contradiction ; a representative from Mr. Cooper explained to me on XX/XX/XXXX that my check for {$1400.00} was shredded and a notice was sent to me explaining what they apparently did with the check. 
After requesting a copy of that notice, it was addressed to the XXXX XXXX XXXX XXXX. ( Copy attached ) states : On XX/XX/XXXX check was declined for the following reasons : XXXX XXXX XXXX has Transferred to a new Server. The way this was addressed was as if XXXX was making the mortgage payment. 
There was no mention of the check being shredded. On XX/XX/XXXX Mr. Cooper submitted a letter to me XXXX XXXX ( copy attached ) Mr. Cooper claims they received the check on XX/XX/XXXX. On the professional side since the check was payable to XXXX XXXX Mr. Cooper had no right to attempt to return the check to Cenlar especially when the bear of the check holds an account with Mr. Cooper. ( Copy attached ). I was misinformed by Mr. Cooper 's Representative that my check was fraudulent due to that reason, Mr. Cooper shredded the check. They intentionally destroyed the check causing me to miss a XXXX payment, with no consideration that I am a senior living on a budget, and I do not have {$1400.00}. To throw away. I feel like I am a victim of Senior Abuse. In XX/XX/XXXX I paid a total of {$3600.00}. As well as Mr. Cooper presented an amount of {$1200.00}. that was held in a suspense account bringing that total to {$4800.00}. As of XX/XX/XXXX, the facts do not add up. How can Mr. Cooper states that my account has a balance due of {$2100.00} which is unbelievable? Therefore, I submit this complaint about Mr. Cooper 's deceptive business practice which has brought me emotional stress and financial hardship. Due to the facts stated and my belief that I am a victim of Senior Abuse by a financial XXXX. Until Mr. Cooper reimburses me for the funds that were fraudulent and intentionally stolen from me, I XXXX XXXX have no choice but to hold the XXXX Mortgage payment until an equal and just resolution has been solved.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation