Consumer complaint received 2021-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MS

Complaint narrative:
This complaint is towards Mr.Cooper home loan mortgage. 
The loan is in my husband 's name XXXX XXXX, my name is XXXX XXXX. We did tge forbearance program this year to keep from losing our house due to the economy practically shutting down. Well, in XX/XX/2021 a lady from Mr.Cooper, called my husband 's phone and told him if we made 2 payments that month we would be caught up on our payments. Well we were in the trial period of a set amount to pay during the months of XXXX, XXXX and XXXX. We could not pay a XXXX more towards the payment or the trial period would be canceled. So I ( XXXX ) get on the phone with the lady and I explained this to her and got everything supposedly took care of. Well it came down to the loan papers getting done up and sent to us to get notarized and back to Mr.Cooper. Well, we got the paperwork, and my name had the wrong middle initial. So I contacted Mr.Cooper and they told me to email my social security card and drivers license for verification. So I did.. Well, we never got anymore paperwork with my correct name and so I called to see why and was told I needed to have asked for new paperwork to be sent out.. Yeah that did set good with me.. So in the meantime of waiting to get paperwork, someone from Mr.Cooper would call to see when we were gon na get the paperwork signed and notarized and back to them. Well, XX/XX/2021 I went into the hospital with covid and double phenomena and was put into ICU. On, Thursday XX/XX/XXXX, my husband got to the hospital and was in my room and my phone rang, it was a Texas number calling, and I told my husband " Oh, Mr.Cooper is calling '' and sure enough it was. The lady screened the call and preceded to ask when we were going to get the papers back to them. Well as of the day before when I went into the hospital nothing had come. I asked my husband did anything come from Mr.Cooper that morning of XX/XX/XXXX, and he said yes but I didn't open them. So I told the lady we just got them in the mail that day, she then wanted to know when we were gon na get them back and I told her I was in the hospital and didn't know when I would be getting out. She then said that they could get a notary to come to the hospital for us to sign the paperwork. I told my husband and he asked me how long do we have to get these papers back to them, so I asked and the lady said 30 days. I told the lady to give us our 30 days. Well, every day that I was in the hospital someone called from Mr.Cooper. At this point I felt like we were being harassed. Thank XXXX I was able to get out of the hospital on Monday XXXX XXXX I called Mr.Cooper on our way home that morning to get them to set up a notary to come to our house to get the papers notarized. The notary people came on Saturday. Got that done.. 
Well the paperwork gets back to Mr.Cooper and I make a payment XX/XX/2021 for my full payment of XXXX At this time, I'm able to start making more payments to get ahead on my house note so XX/XX/2021 I made a partial payment for {$220.00} to go towards my XX/XX/2021 payment, then another partial payment on XX/XX/2021 for {$230.00} to finish up my XX/XX/2021 payment. Well I had to call in because my payments were not going to my next month 's scheduled payment, they were being applied to the principal, when I clearly stated I was making a partial payment. I even emailed Mr.Cooper and asked for someone to contact me back and no one has ever did a follow-up with any of this. But XX/XX/2021, I made 2 partial payments and I had to call in and explain yet again what I wanted done with my money. XX/XX/2021 came, and again I've called different times to see if my XX/XX/2021 payment has processed yet, and as of today XX/XX/2021 my XXXX payment that was received in XXXX still has not been credited to my XX/XX/2021 statement. I've tried to make a partial payment since Thursday XX/XX/2021 for my XX/XX/2021 payment and it will not let me because my money is still sitting there fir my XX/XX/2021 payment. So this is beyond ridiculous and something needs to be done with this company Mr.Cooper. It is our money that is being played with and credit that is being looked at if it goes into a late area. So can you please help with this matter. 

Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with explanation