Mortgage -- Trouble during payment process -- Complaint #10826153
Complaint Overview
Complaint ID: 10826153
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: Texas
ZIP Code: 780XX
Date Received: 2024-11-16T12:00:00-05:00
Date Sent to Company: 2024-11-16T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
In late 2023, mr.cooper bought my home mortgage loan from XXXX XXXX, where I had bi-weekly autopay in effect, with extra money going toward principal. I have gone through the process with mr.cooper no less than XXXX times to set up bi-weekly autopay. Am attaching files to substantiate. Subsequently, I receive ( this has happened XXXX times ) a form letter from mr.cooper saying that biweekly draft has been cancelled because my account is not prepaid and due for the current month. See attached files which substantiate that I HAVE prepaid several times. mr.cooper website does not support customer 's sending an email to customer service. It funnels customer to XXXX XXXX, which is XXXX help. Trying to contact them by phone results in repetitious circular interaction with the XXXX system. Trying to reach a human being on Saturday is impossible. Trying to do this in evening results in lengthy hold experience. I work long hours XXXX, and their unavailability is a problem for me. My overall experience with mr.cooper has been XXXX of willful obstructionist behavior on their part to dissuade me from prepaying toward the principal on my loan. Further, they make it extremely difficult for the customer to interact with a human being to correct problems of their making. I enlist your help in making it necessary for them to support my account in a manner that is not a continuous manipulation to force me to repeatedly make advance payments without ever establishing the biweekly autopay process for my loan. I am extremely frustrated with their probably illegal obstructions to the proper service of a mortgage loan.
Frequently Asked Questions
What is Complaint #10826153 about?
Complaint #10826153 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-11-16T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.