Mortgage -- Trouble during payment process -- Complaint #12395663
Complaint Overview
Complaint ID: 12395663
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: Ohio
ZIP Code: 45066
Date Received: 2025-03-09T12:00:00-05:00
Date Sent to Company: 2025-03-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This was actually also sent to Mr Cooper with no resolution. Our loan was moved to Mr Cooper loans in XX/XX/XXXX from XXXX XXXX. Our payment was {$1500.00} then because property tax was just paid by XXXX XXXX the first thing Mr Cooper did was increase our monthly payment to {$1800.00} to replenish the escrow account. I do unstand that but it was a huge increase to our family budget. The first payment we made to you was a lump sum payment. The second month we moved to a bi-monthly and then we decided that we would split the payments into XXXX so every bi-weekly pay my husband had and every bi-weekly pay I had went directly to Mr Cooper. Little did we know this would cause so much confusion and frustration. Every payment was unapplied incorrectly causing collection calls and late payments. I even emailed to get a refund for XXXX and then it was reestablished and now we have another {$47.00} charge. We have called customer service more than XXXX times this last year and after every call we are assured that the resolution was made. Please find all monies received by Mr Cooper and explain to me how we should have to pay late fees and are short on payments. To date we have actually overpaid our loan by {$1300.00}. I would kindly like the {$47.00} that was reversed and now the additional {$47.00} taken off our account. XX/XX/XXXX Payment XX/XX/XXXX {$1500.00} XX/XX/XXXX Payment {$1800.00} XX/XX/XXXX {$920.00} XX/XX/XXXX {$920.00} ( additional {$2.00} ) XX/XX/XXXX Payment {$1800.00} XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XXXX Payment {$2300.00} XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} ( additional {$460.00} totaling {$460.00} ) XXXX Payment {$1800.00} XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XXXX Payment {$1800.00} XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XXXX Payment {$1800.00} XXXX {$460.00} XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XXXX Payment {$2300.00} XXXX {$460.00} XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$460.00} ( additional {$460.00} totaling {$920.00} ) XXXX Payment XXXX XX/XX/XXXX {$1800.00} XXXX Payment {$2300.00} XX/XX/XXXX {$460.00} XX/XX/XXXX {$1800.00} ( additional {$460.00} totaling {$1300.00} ) XXXX Payment {$1800.00} XX/XX/XXXX {$1800.00} We are already receiving collection calls from Mr Cooper stating we are in default of our loan and do not pay XXXX. Now they are reporting to the credit bureaus that we are in default.
Frequently Asked Questions
What is Complaint #12395663 about?
Complaint #12395663 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-03-09T12:00:00-05:00.
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.