Consumer complaint received 2025-07-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
On XX/XX/XXXX, I called and requested a payoff quote. I asked for a person so I could ask questions about the process. She directed me to a recording that gave me the option to receive my official payoff quote via mail or email. I wanted to pay-off on XX/XX/year>, so I chose email. I did not receive the email, but I did receive a call asking me to refinance, I was also asked to refinance when I spoke with customer service on the XXXX. I let them both know I did not want to refinance, just pay off my mortgage. So I waited and would try again on Monday, today the XXXX. I called again, and all of this is recorded on the next two calls. I explained to customer service person what I did last week, and I have not received the quote. She ask me all of the perninent questions concerning my account. Then she told me that she was going to connect me to someone in mortgage to give me options on refinancing my mortgage. I let her know in the beginning of the call that we did not want to refinance, because I knew she would ask me like the other person last week. So, this was on the verge of XXXX  me to refinance. She refused to send me my pay-off quote as I ask. Then she told me if she sent it via E-MAIL THAT IT WOULD COST ME. FINE, JUST TELL ME HOW MUCH YOU ARE CHARGING ME TO SEND VIA E-MAIL. She stated, it will be in the payoff quote that I send you. I told her I wanted to know before she sent it. She explained that she did not have that information. Really, so she is going to charge me a fee but not tell me what it is? Really! Then she mentioned the word collections. Ha! I have only had the mortgage for about 4 months, all of my payments were made on time, I am wanting to payoff my loan. I ask for a supervisor, she said she could not let me speak to a supervisor but an escalation expert. I said ok. She came back on the phone, and then we were disconnected. Called back and spoke with someone else. Guess what, after explaining my situation and the last call, she also said she wanted to send me to a refinance expert! The customer service person said I had to wait to the next statement before I could get the pay-off. I explained to her I knew that was not true, I'm in real estate, and I know what the laws are. Then she said she could not give me a quote for today could I wait till tomorrow, I told her I requested the quote last week and I want a quote for todays date, I want to pay-off today. The customer service person put me on hold again and then came back and sent the pay-off quote via e-mail that they had on file, to me. Earlier she stated that she did not have an email on file for me, but I was on the computer looking at my profile, it had been there from the time I set up the account. So yes, I did finally get the quote, took to the bank and sent the wire with the information they sent me. Holding my pay -off, charging me more interest per day they hold it and XXXX  me to refinance is beyond customer service. Stealing and XXXX

Company response to consumer: Closed with explanation