Consumer complaint received 2024-09-30 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I write as I am concerned about the standing of my mortgage due to the peculiar actions recently noted by those at Nationstar mortgage d.b.a Mr.Cooper. 

I draw on my experience and knowledge of having worked at XXXX XXXX  XXXX where I was assigned to Mortgage Services. Please consult my linkedin page XXXX for experience and knowledge of banking IT systems. 

1st point is that last month, Mr Cooper had taken 2 payments for the month of XXXX. The 2nd payment was unauthorized. Such actions arent new as they have done this in the past when operating as XXXX XXXX XXXX where they had taken 2 payments immediately before XXXX and left us with only {$100.00} for the holiday season. 
I implore you to ask for the recorded call as this call did exist where I explained that they were not to take two payments and the call center rep did so despite the loan being current. This action was to pad his financial gain for payments collected. This payment was unauthorized just as the payment that had occurred in XXXX. 

2nd point : Mr Cooper is failing their Service Level Agreements with the US Treasury as this is a VA loan. 
I mention this as they have failed to deliver the insurance payment on time. 
The escrow account has adequate funds and they chose to mail, yes, snail mail the payment to XXXX XXXX. I am demanding to ask which XXXX XXXX location did they mail this to? If they chose a random office, that payment would be lost while they claim my escrow is missing several XXXX dollars. Again, their malicious and negligent actions are causing financial harm as I must now make the payment from my own personal funds. 

3rd point : Mr Cooper cancelled the XXXX payment ; thereby, creating a further hardship be enabling a late fee and likely triggering actions where the loan will be referred to Loss Mitigation for pre-foreclosure actions. Again, this benefits Mr. Cooper at the expense to my family and equity of the property. 

4th point, tied back to the 2nd : When a mortgage servicer fails to follow the standard and generally accepted practice of sending the insurance payment via api/EDI services. Such methods such as api allows a bank to submit thousands of payments to thousands accounts with accuracy and efficiency. The method Mr. Cooper chose violates this trust and generally accepted practices where they will now claim that was an active check which was likely sent with intended purpose of losing those funds. I demand that check be cancelled at the expense to Mr. Cooper so that they can submit the payment to the Insurance Carrier correctly and accurately via the standard method. 
Another point which I believe is the intended reason is that by the payment being lost, their software will trigger the account to be flagged as un-insured where their system will then automatically select a policy and thereby force-place a policy that would likely be triple the cost. My current plan is approximately {$5000.00} and if Mr. Cooper selects a plan, they will likely benefit from their policy selection. Again, this causes financial harm. 

At the moment, Mr Cooper cancelled my XXXX payment after they had wrongfully taken 2 payments. They cancelled the XXXX payment, they snail mailed the insurance premium payment to XXXX XXXX, and they lost the 2nd payment that was the correct payment for XXXX. They are now claiming I have not made a payment since XXXX. This is entirely false as this is retaliation for seeking counsel to correct credit reporting that they have had two years to correct. 
What they tell their lawyer vs what they are doing behind the scenes do not match and their actions warrant a criminal investigation. 

Money is missing from my escrow as they mailed the insurance payment to an unknown address, they are not applying payments, they are rejecting payments, and they are wrongfully setting this up for pre-foreclosure, despite me making the full payments as outlined by the monthly statement.

Company response to consumer: Closed with explanation