Mortgage -- Trouble during payment process -- Complaint #4931988
Complaint Overview
Complaint ID: 4931988
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Ohio
ZIP Code: XXXXX
Date Received: 2021-11-20T12:00:00-05:00
Date Sent to Company: 2021-11-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Signed loan docs with XXXX XXXX XXXX on XX/XX/21 - refinancing an existing mortgage with XXXX XXXX First payment was due XXXX. I rec 'd a billing stmt from XXXX on XXXX. I paid my first mortgage payment, {$3100.00} on XXXX ( for due date XXXX ) Days later, I received notification from Mr. Cooper ( servicer ) that they were taking over control of my loan - and I received a billing statement, dated XXXX - showing payment due XXXX. After multiple attempts to reach Mr. Cooper, I connected with on XXXX. I informed them my payment was made and they should contact XXXX to find out where it is. I spoke with XXXX, in escalations, who was no help in finding my payment they lost- but did try to sell me insurance (? ). Strangely, I rec 'd another bill from XXXX XXXX XXXX, dated XXXX - reflecting my first payment being posted - and not showing my account due until XXXX. On XXXX Mr Cooper called on my delinquent loan - stating that non-payment could impact my credit and result in late fees. Not sure how a payment made weeks in advance could lead to this outcome. Change in servicing is what resulted in this problem- and I did not ask for my loan to be sold, serviced elsewhere or whatever.
Frequently Asked Questions
What is Complaint #4931988 about?
Complaint #4931988 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-11-20T12:00:00-05:00.
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.