Mortgage -- Trouble during payment process -- Complaint #14913078
Complaint Overview
Complaint ID: 14913078
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: Arizona
ZIP Code: 85326
Date Received: 2025-07-27T12:00:00-05:00
Date Sent to Company: 2025-07-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XXXX our mortgage company sold out to Mr. Cooper. I cant even begin to explain the constant chronical issues I have had with this company since they took over. I pay my monthly mortgage in advance when I can. For some reason Mr. Cooper would take my payment and place it in principal accounts only and not apply it as a regular monthly mortgage payment. First, I had to call EVERY other month and tell them to move the money back to the regular monthly payment. I did NOT want to pay extra on my principal. On my statement it clearly states If you want to pay only principal check this box. I have NEVER checked that box, but Mr. Cooper takes it upon themselves to constantly place my payments there and NOT towards my regular monthly payments. I have to say I have called Mr. Cooper at least XXXX to 8 times to ask them to correct these mistakes. The customer service representative would always say they had fixed it. But then when I get my statement, I clearly see it was never fixed. The last XXXX service representatives suggest I complain to XXXX XXXX XXXX. I sent my grievance to them on XX/XX/year> which I was hoping this issue it would be corrected. It was not. Again, I sent another grievance to the XXXX on XX/XX/year> in hopes of getting actual help this time, still no help. I have sent a THIRD grievance request on XX/XX/year> which I have not heard back other to say they received my grievance. On my first grievance I sent a list of checks I wrote, when I wrote them, when they cashed them and the amounts. The second grievance request I sent the actual photo copies of EACH cashed checks. They have suggested to make an account on line, but that requires putting my social security number on their site. I will not do that. I have had my accounts hacked by having account on line. So that will NOT be an option for me. As of today, my next mortgage payment is due on XXXX. The statement I have shows my next payment is due in XXXX. There is XXXX missing payments, even though according to my bank those checks where cashed long ago. I have exhausted ALL avenues in trying to get Mr. Cooper to correct this chronic never-ending error. At this time, I have no other recourse other than to make a formal complaint against Mr. Cooper. I was given XXXX different ID numbers for my complaints. XXXX and XXXX XXXX hoping I can actually get this corrected once and for all.
Frequently Asked Questions
What is Complaint #14913078 about?
Complaint #14913078 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-07-27T12:00:00-05:00.
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.