Consumer complaint received 2019-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
First of all I have XXXX, and dealing with this issue has not been easy and is totally unnecessary. I am on XXXX with limited funds, however, I have ALWAYS made my payments on time for the past 16 years, usually around the XXXX due to limited funds and before a late fee. On XX/XX/XXXX, for some reason I went online to check my account knowing that I was going to be making a payment on the XXXX, for my XX/XX/XXXX payment ( I had already gotten my paper statement showing that stated I was due for XX/XX/XXXX ). However, when I got online it said that I was due for XX/XX/XXXX in the amount of {$1300.00} and to call immediately. I did call right away to find out what was going on with my account. I spoke to a lady that said that she didn't see a problem but would have someone look into it right away and get back with me. I never hear back so four days later I called and asked for a supervisor and spoke to XXXX XXXX ( XXXX ). She reviewed the account and couldn't find a problem, therefore, had someone else review the account while I was on hold. She came back on the phone and said they found that in XX/XX/XXXX they reversed my regular payment of {$1100.00}. and took {$260.00} out of my payment and put in my escrow account without my knowledge or any indication on my payment history. There wasn't anything in her notes that said they notified me either. I then told her that I just paid a escrow shortage of {$150.00} in XX/XX/XXXX and then in XX/XX/XXXX they took more. This never reflected on my monthly statements that I was ever late or owed a escrow shortage. At that time I was livid because, I was a XXXX XXXX  XXXX previously and I know that the lateness they are showing on my account will also be reported to the credit bureau as now being 60 days late. On XX/XX/XXXX I continued to make my regular payment until this situation gets cleared up. XXXX advised me that they would expedite this situation quickly and would get back to me as soon as possible. That day after our conversation, I received 4 notices from Mr. Cooper claiming that my account was past due and options available to prevent foreclosure. Since that time, I have gotten a letter saying it could take up to 30 days to correct this issue which will be up on XX/XX/XXXX. The funds that I paid the past two months is now sitting in " unapplied funds ''. They also put a tag on my door knob to call them asap. This is totally embarrassing and humiliating to be treated like this when I have never missed a payment. I will continue to make my payments, however, I am very concerned where this money is going and scared they will start foreclosure proceedings. This whole ordeal has caused me to be suffering from a lot of stress that my health can't afford to handle. I tried to call XXXX on Monday, XX/XX/XXXX for an update, left her a message and two days later I still haven't gotten as much as a phone call. I am enclosing statements from XX/XX/XXXX to present for your review.

Company response to consumer: Closed with explanation