Mortgage -- Trouble during payment process -- Complaint #4413782
Complaint Overview
Complaint ID: 4413782
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Virginia
ZIP Code: 23112
Date Received: 2021-05-28T12:00:00-05:00
Date Sent to Company: 2021-06-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Reaching out requesting assistance as other means have failed. Currently a deployed XXXX XXXX XXXX officer. In XX/XX/XXXX, I refinanced my home in XXXX, va with Mr. Cooper Mortgage company ; loan # XXXX. Each month I utilize my banks auto pay for recurring bills and it has worked flawlessly. Beginning a year later, XX/XX/XXXX, Mr. Cooper began sending me a check in the amount of my mortgage and then later sending me a notice of late payment. Each month I speak with a company rep to clear up the matter to only have it recur a month later. Reps had told me to tear up the checks and they will have funds applied to my account. The was told to cash the checks to repay utilizing their website. After 5 months of this and escalating within the organizations it continues to happen and now received a notice that I ow 3 months mortgage payments. I reported to the XXXX XXXX XXXX and this did not solve the issue. Now I received a letter stating I have requested 'relief under the Service Members Civil Relief Act ( SCRA ) ', which I HAVE NOT Late fees are being charged despite records of my on time payment and confirmed by my bank, of payment. I have received certified letters notifying me of default on loan. My role within the XXXX requires a security clearance and can become compromised due to financial problems. Summary, I have paid each mortgage payment on time with proof and each time Mr. Cooper fails to apply my payment to my loan.
Frequently Asked Questions
What is Complaint #4413782 about?
Complaint #4413782 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-05-28T12:00:00-05:00.
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.