Mortgage -- Trouble during payment process -- Complaint #5495186
Complaint Overview
Complaint ID: 5495186
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 90808
Date Received: 2022-04-25T12:00:00-05:00
Date Sent to Company: 2022-04-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Mr Cooper is the Mortgage Servicer to whom my home loan was recently sold. At my previous servicer I was enrolled in bi-weekly mortgage payments, which allows me to pay off my loan a little faster through automated payments that add up to making one additional payment per year. Upon my transition to Mr Cooper, I have learned that though they offer this payment method, they seem to discourage it by making it cumbersome and convoluted to do so. The existence of the option is not clearly available on the website, and I only found the option through internet searching outside of my personal payments account. Information is here : https : //www.mrcooper.comXXXX I am asked to CALL Mr. Cooper to set it up. I called and was told that it must be done via email. I recieved a link to a " secure messaging account '' that allowed me to receive messages from Mr. Cooper 's " research team. '' I had to create an account to see the message that had the information to set up my automatic biweekly payments. Once I read through the document I filled out the required forms. The requirements were burdensome compared to the online autopay requirements, ( including signatures from both names on the mortgage ) and attached the necessary documents ( including a voided check ) and sent them to the email address provided. After sending my documents in I waited several days, I was unable to check the status until I received a denial letter from the company citing that I had not prepaid my loan. I immediately prepaid and sent an email to the address given to me in the denial with all the information I had received and sent in to date. I waited 5 days with no response and called the company, who told me that the only way to work with the team that handles biweekly payments is through email and that I had used the incorrect email. Mr. Cooper takes autopay digitally, and can be setup in seconds, but to autopay biweekly, one must surmount burdensome and unnecessary hurdles.
Frequently Asked Questions
What is Complaint #5495186 about?
Complaint #5495186 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-04-25T12:00:00-05:00.
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.