Mortgage -- Trouble during payment process -- Complaint #4921167
Complaint Overview
Complaint ID: 4921167
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Florida
ZIP Code: 34957
Date Received: 2021-11-17T12:00:00-05:00
Date Sent to Company: 2021-11-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have made every payment on time for 30 years, never missed a payment!!! Every year the servicer reviews escrow. Any shortage I pay in full. When the current servicer, Mr Cooper, took over the mortgage servicing I did the exact same thing when they offered me the opportunity to pay in full or over time in XX/XX/2019. I paid {$1700.00} for an escrow shortfall along with my regular payment. This is where they started the problem. For some unknown reason they misapplied the funds and started billing me for the difference, holding up funds, charging fees and penalties. I continued to make my monthly payments according to the monthly statements sent to me. The following year was another escrow accounting and my monthly payment lowered. As I had for 29 years and according to their statement, I started my new payment on XX/XX/XXXX. Since XX/XX/2019 Mr Cooper has played by their own rules of applying funds and penalties on a regular basis. I have communicated with them in writing almost every month asking for corrections as I neared payoff of this loan, 30 years this year. On XX/XX/2019 I spoke with XXXX ext. # XXXX who stated it was their mistake and they would correct it. On XX/XX/2019 a written notice was sent priority mail again asking for correction. ( receipt available ). On XX/XX/2019 I spoke with a XXXX XXXX XXXX who said again they would straighten the account out. In the mean time nothing changed ( and still nothing has changed ). Mr Cooper continued to misapply funds in an unapplied funds account there by counting payments late even though every payment has been made at the amount stipulated on the new statement account at the beginning of each year. I continued to make the payments and the loan should be paid off in full. AND, are you ready for this, my last payment due on this loan was returned in stead of paying off the loan. The check that was sent to me from Mr Cooper labeled my XXXX payment as a payoff shortfall and refunded it to me in full. Now they are trying to foreclose because they returned the last payment. I do not have the ability to scan or upload documents. BUT every item in this complaint has a matching document to support what I have written.
Frequently Asked Questions
What is Complaint #4921167 about?
Complaint #4921167 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-11-17T12:00:00-05:00.
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.