Mortgage -- Trouble during payment process -- Complaint #5023264
Complaint Overview
Complaint ID: 5023264
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Indiana
ZIP Code: 47240
Date Received: 2021-12-19T12:00:00-05:00
Date Sent to Company: 2021-12-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
Ive had this issue with my mortgage company, Mr. Cooper, for several months. While several attempts were made to correct it, with me pointing out what they did wrong at the start and eventually getting the dollar figure much closer, there now seems to be a problem that causes monthly, incorrect tabulations. I believe they have a system error that isnt allowing backdated corrections. We came close to correcting the problem, see attachment date XX/XX/21, but as months went by the difference between what I say it should be and Mr Coopers calculation started to grow again. The issue started in XXXX when I tried to 1. add an additional amount of {$7000.00}, 2. reverse an escrow check of {$860.00}, and 3. increase my additional monthly payment from {$1500.00} to {$1500.00}. I have attached my personal spreadsheet I use to track Mortgage Co statements. The Balance column is my calculations. The Mr Cooper column is what appears on my statements. Note difference was good until XXXX. First attempts shows a difference in XXXX and second in XXXX. I have made several attempts to communicate with personal by phone and emails at Mr. Cooper. Many phone calls were made and eventually conversations and emails with two different supervisors. Some of these are attached as well.
Frequently Asked Questions
What is Complaint #5023264 about?
Complaint #5023264 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-12-19T12:00:00-05:00.
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.