Mortgage -- Trouble during payment process -- Complaint #4344897
Complaint Overview
Complaint ID: 4344897
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Florida
ZIP Code: 33312
Date Received: 2021-05-02T12:00:00-05:00
Date Sent to Company: 2021-05-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This company is awful. Ever since XXXX sold my mortgage to this company, they have caused me nothing but pain and frustration. This time is unacceptable. XX/XX/XXXX - I made an additional payment of {$1000.00} toward the principal. XX/XX/XXXX - 7 individual {$1000.00} unauthorized payments were withdrawn by Mr. Cooper. As a result, I got 7 NSF fees at {$34.00} each. XX/XX/XXXX - I called Mr. Cooper to complain. They said they are working on the error to reverse the charges and should resolve the payment reversal on the same day. XX/XX/XXXX - By the end of the day, only 3 of the 7 payments were cleared the bank and the payment reversal were done the same day. XX/XX/XXXX - Finally got my NSF fees back. XX/XX/XXXX - I found out 4 more unauthorized {$1000.00} were withdrawn from my account again, and 4 more NSF fees were charged by my bank. I called Mr. Cooper again and they said they will work on it. They initially said those problems were fixed on XX/XX/XXXX. I told them this is not about XX/XX/XXXX, this is the problem they took out of my bank AGAIN on XX/XX/XXXX. They were clueless and said they will look into it if I send them an email with a snapshot of my bank statement and they will fix it immediately. No apologies were given. Until this day, XXXX, no money was returned to my bank. And because my bank was overdrawn due to their unauthorized payments, I don't have access to the money I had in the bank anymore.
Frequently Asked Questions
What is Complaint #4344897 about?
Complaint #4344897 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-05-02T12:00:00-05:00.
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.