Mortgage -- Trouble during payment process -- Complaint #14273186
Complaint Overview
Complaint ID: 14273186
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-Issue: Payment process
State: California
ZIP Code: 92071
Date Received: 2025-06-24T12:00:00-05:00
Date Sent to Company: 2025-06-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I paid down my LOC in XXXX. They put my payment into a holding account and continued to charge me interest. I called and they said oh sorry we have to return your money to you. So, I paid them again so that it would stop accruing interest and again, XXXX they put the payment into a suspense account and continued to charge me interest. ( yes they finally returned my first payment. When they finally applied my payments I had a credit, an overpayment, of {$19.00}. This they refused to return to me even though I paid the paydown according to their instructions and by the day they said. They overestimated the amount of interest due. So, now I have a credit of {$19.00}. But since then, they have charged me {$16.00} interest twice on a XXXX balance. I just got notification that they took the {$16.00} from my credit balance of {$19.00} leaving a credit balance of {$2.00}. And that i will still owe another {$16.00}, for what????? My overpayment? This is stealing. They misapplied my funds, refused to take my payment and misapplied my first and second payment which is why the account has accrued more interest in their ERROR. They have admitted that it was their computer system and that my account was messed up, yet they continue to steal my money and charge me interest on NO BALANCE. Please help me get my money back and make them fix this. They keep saying they will fix it and they can see their error but still no fix and still they take my money when I owe them nothing. XXXX XXXX will not take responsibility for these errors as they are passing the buck to Mr. Cooper. So it looks like this is for Mr. Cooper to fix even though my loan is with XXXX.
Frequently Asked Questions
What is Complaint #14273186 about?
Complaint #14273186 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-06-24T12:00:00-05:00.
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.