Mortgage -- Trouble during payment process -- Complaint #4684103
Complaint Overview
Complaint ID: 4684103
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Florida
ZIP Code: 32779
Date Received: 2021-09-01T12:00:00-05:00
Date Sent to Company: 2021-09-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XXXX Mr.Cooper took over my Mortgage from XXXX on XXXX I mailed a notice of error of escrow because the amount they were trying to collect was far too high, and my escrow balance was too high compared to what would be owed in taxes at end of this year. They ended up providing me with a refund of escrow because they deemed what I said to be correct. By XXXX my bill & escrow amount was correct totaling {$1500.00}. By XXXX the bill was for incorrect amount of {$1900.00}. I spoke to XXXX in customer service on XX/XX/XXXX @ XXXX to address this, as they increased the escrow from {$410.00} to {$750.00}, in error. They also noted the payment I made in full on XXXX was a partial payment ( error ). After speaking with XXXX, he said hed have escrow analysis done. I received two letter from Mr. Cooper. One dated XX/XX/XXXX & one dated XX/XX/XXXX & Both showed my escrow to be {$410.00} with payment amount of {$1500.00}. I made that payment on XX/XX/XXXX. I received a statement they created on XX/XX/XXXX showing my payment due XXXX in the amount of {$3800.00}. They did not apply my full payment from XX/XX/XXXX to my XXXX due date. They actually suspended the payment I made! On XX/XX/XXXX I spoke to XXXX XXXX who states that because I made my payment prior to XXXX, that I messed up my account! The escrow noted as due was incorrect on this statement, as well as payment due. XXXX XXXX states my payment should be {$1500.00} and that she would rectify this and told me to make my payment on XXXX, and not before. On XXXX I logged into online account and it shows payment due in amount of {$1600.00}, with escrow at just over $ XXXX-all incorrect again! I have left a message for XXXX XXXX and sent her an email regarding the incorrect amount due today! They constantly try to adjust my escrow when nothing has changed, and this is after they have done XXXX escrow analyses to show my monthly escrow of {$410.00}! They constantly try to rip me off. And continue despite numerous calls and attempts to rectify this.
Frequently Asked Questions
What is Complaint #4684103 about?
Complaint #4684103 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-09-01T12:00:00-05:00.
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.