Mortgage -- Trouble during payment process -- Complaint #4519650

Complaint Overview

Complaint ID: 4519650

Company: Mr. Cooper Group INC.

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

State: Missouri

ZIP Code: 631XX

Date Received: 2021-07-06T12:00:00-05:00

Date Sent to Company: 2021-07-06T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

XXXX - Set up via XXXX XXXX XXXX Bill Pay. {$2600.00} withdrawn from bank account on XX/XX/XXXX, posted on Mr. Cooper on XX/XX/XXXX XXXX - Payment ( {$2600.00} ) sent via bank and set up as electronic per usual. I received a rejection stating that Mr. Cooper is requesting check. Therefore the bank sent a check. Mr. Cooper never received the check. I called my bank and requested a cancellation on the check so that I could pay over the phone. I was told by Mr. Cooper that this required a fee. I argued asking the fee to be waived since I had set up the payment to arrive on time. It was suggested that I pay online. Mr. Cooper 's website kept blocking me. The fee was waived and I downloaded the app. This payment was posted on Mr. Cooper on XX/XX/XXXX XXXX - Tried paying via the Mr. Cooper app ( {$2600.00} ). I received an 'error ' message each time I tried submitting the payment. I was now able to login via their website and I was receiving the same 'error ' message. Therefore, I went through my bank once more. {$2600.00} withdrawn from bank account on XX/XX/XXXX, posted on Mr. Cooper on XX/XX/XXXX. XXXX - I went to set up my payment ( {$2600.00} ) for XXXX and I was told that XXXX was not received. I checked the app and I saw a reversal credit of my XXXX payment. Mr. Cooper said there was a system issue that affected customers nationally. I did notice that the amount was not deducted from my bank. I had a payment scheduled for XX/XX/XXXX for XXXX. I was told by the rep that as long as the payment came in by the XXXX of XXXX I would be fine and that I would just need to make payments by the XXXX of each month moving forward. XXXX - XXXX payment ( {$2600.00} ) was deducted from my bank account on XX/XX/XXXX. On XXXX, I received a text message from a Mr. Cooper " collector '' that I'm now behind 2 months. Freaking out, I went on the app and tried to submit a payment and received an alert that I will be charged {$88.00} for a late fee. I received another 'error ' message when trying to submit payment. So now my credit is in jeopardy ( I've never missed a mortgage payment in my life ). I called Mr. Cooper and they did not receive my XXXX payment. They asked that I call my bank and have proof sent to them. I called my bank and they can not fax or email Mr. Cooper the information. I will have to go to a location and request that the information be printed for me. I would also need to schedule an appointment first. I sent a screenshot of the deduction from my bank account to the email address Mr. Cooper provided. I'm very concerned about my credit!

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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