Mortgage -- Trouble during payment process -- Complaint #11491043

Complaint Overview

Complaint ID: 11491043

Company: Mr. Cooper Group INC.

Product: Mortgage

Sub-Product: FHA mortgage

Issue: Trouble during payment process

Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

State: Pennsylvania

ZIP Code: 15210

Date Received: 2025-01-12T12:00:00-05:00

Date Sent to Company: 2025-01-12T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I attempted to pay my standard mortgage payment through the online portal of their website. I initially made this payment on XXXX XXXX for the month of XX/XX/year>. I received the notice that I was past due and reached out to Mr. Cooper in order to figure out what was going on. After talking with the customer service representative, I was told that for some reason the payment was around six dollars short. After asking her if that would fix the issue, she said that it would resolve the problem. After this, I am now being told on the online portal that I have not made XXXX payment. I have made my payments on time up to this point for the short time that Ive been with this company. My loan was recently sold from XXXXXXXX XXXX, so there was a transition. But all payments were made on time. I have tried phone calls as well as the chat service on their website, their phone service told me to submit the documents proving that I have made my payment. While talking to the customer service representative over the phone, he stated that there was a reversal and that the money should have gone back into my account. When I asked for information on what account that may have been deposited to, the representative refused and simply told me to forward my bank statement. I submitted that information as requested and was told that I would receive an answer back in around seven business days, the issue is that I will be assessed a late fee by the time they are able to conduct their investigation and send me a letter. I spoke to an agent over their chat function on their website who continued to tell me that the money was simply reversed and would be coming back into my account. It has been almost a week and I have yet to see any money sent back to my account. I then called the customer service line on Thursday XX/XX/XXXX and was again told that there was a rehearsal, and there was nothing they would be able to do. Im getting increasingly nervous and agitated as when I asked if the late fee could be waived given the circumstances, they were KG and did not give a straight answer. I asked them to note on my account as the customer service person asked if I had enough money to just make another payment while they investigated. I told them I did not feel comfortable, making another payment until they were able to tell me where my money was going, and that this needed to be resolved before I continued to pay. At this point, I feel uncomfortable, giving them any more money because they have been unable to show me where this money has been going.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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