Mortgage -- Trouble during payment process -- Complaint #6549069
Complaint Overview
Complaint ID: 6549069
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Arizona
ZIP Code: 85375
Date Received: 2023-02-08T12:00:00-05:00
Date Sent to Company: 2023-03-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
On XX/XX/2023, my mortgage holder, Mr Cooper Group , Inc of XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, withdrew {$1000.00} from my XXXX checking account, but never posted or otherwise credited it to my mortgage account nor would they reverse the charge when I requested it. Despite my numerous phone calls and several chat sessions with them, they've yet to correct their error, instead blaming it on a system update that will eventually correct itself. transcript from a chat session : There was a payment system update over the past month. We apologize for the inconvenience it mayve caused. There will be no fee charged if the problem persists on our end... ..I show that the payment was reversed due to invalid account number, and this was the same problem we faced during the update. I can create a request to know the detailed summary about the payment. They never got back to me with the results of their request. In fact, they have yet to return a single one of my phone calls. Further, they have put me on hold for extended periods of time only to abruptly disconnect ( hang-up ) without ever taking me off hold! I have literally spent hours of my time ( and many sleepless nights ) trying to get this problem corrected, but to no avail. At this point, I need someone to intervene on my behalf, before Im forced to seek a legal resolution to my dispute, because clearly, Mr Cooper has either been unwilling or unable to correct the problem themselves, instead opting to wrongfully take my money and ignore me.
Frequently Asked Questions
What is Complaint #6549069 about?
Complaint #6549069 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-02-08T12:00:00-05:00.
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.