Mortgage -- Trouble during payment process -- Complaint #6331031
Complaint Overview
Complaint ID: 6331031
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Illinois
ZIP Code: 605XX
Date Received: 2022-12-16T12:00:00-05:00
Date Sent to Company: 2022-12-16T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Mr. Cooper took over as loan servicer for my mortgage beginning XXXX of 2022. Since then, they have been fraudulently withdrawing money from my checking account through XXXX transfers. I have never authorized any XXXX transfers to Mr. Cooper. They said they " transferred '' the XXXX I had established with the previous loan servicer but charged me a different amount. On XXXX they withdrew {$1500.00} from my checking account and applied it to the mortgage payment. They also withdrew an additional {$620.00} and applied it as additional principal. I never authorized this amount, with Mr. Cooper or with my previous loan servicer. On XX/XX/XXXX they made an additional XXXX transfer from my checking account in the amount of {$2100.00}. {$530.00} of that payment was applied to interest which did not accrue on the account as it was just paid in full 10 days prior.The rest was applied to escrow and principal. When I received notice of the XXXX withdraw, I contacted Mr. Cooper through their online chat. I informed them of the XXXX transfer, that I never authorized this, that my account was already paid in full, and the payment needed to be cancelled. They refused and told me I need to wait for the payment to clear my account and then request a refund through the supervisor. I did this today, XX/XX/XXXX, was told I needed to submit proof of the payment clearing my account and I sent proof of that transaction from my bank account statement. I was then told that was insufficient and that they needed to see my account balance to show it isn't negative. Mr cooper has no right to demand I share my private financial data with them before returning funds they stole from me.
Frequently Asked Questions
What is Complaint #6331031 about?
Complaint #6331031 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-12-16T12:00:00-05:00.
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.