Mortgage -- Trouble during payment process -- Complaint #13440813
Complaint Overview
Complaint ID: 13440813
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home 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: Michigan
ZIP Code: 483XX
Date Received: 2025-05-09T12:00:00-05:00
Date Sent to Company: 2025-05-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
We received notification that our mortgage was being transferred from XXXX to Mr. Cooper. When we received the initial welcome letter from Mr. Cooper, I noticed that the principal balance was incorrect and did not match the ending balance of our loan with XXXX. I have attached the statements below to confirm the information stated here : Ending balance with XXXX : {$460000.00} Opening balance Mr. Cooper : {$460000.00} XXXX reached out initially via phone call to Mr. Cooper on XX/XX/year>. As a result of the phone conversation, I emailed them the documentation requested during the phone call. They sent the customer correspondence letter below, along with the initial response to my emails attached below as well from the initial complaint. Since then, I have not received a response within the 30 day time period, or a request before that deadline period as mandated by RESPA. I have once again reached out via email below. We have never missed a payment, and did not take advantage of the grace period provided with the transfer. We have paid two mortgage payments with XXXX, and two so far with Mr. Cooper on the incorrect principal balance. The payments with XXXX are reflected in the final statement attached below, they total {$9000.00}. And additional payment of {$500.00} was sent to the principal balance on the account on top of the monthly mortgage payment of {$4000.00}, totaling {$4500.00} per payment. The same has been done with Mr. Cooper. Two payments have been made, totaling the same as above.
Frequently Asked Questions
What is Complaint #13440813 about?
Complaint #13440813 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-09T12:00:00-05:00.
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.