Mortgage -- Trouble during payment process -- Complaint #6681226
Complaint Overview
Complaint ID: 6681226
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Trouble during payment process
State: Michigan
ZIP Code: 494XX
Date Received: 2023-03-11T12:00:00-05:00
Date Sent to Company: 2023-03-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
In late XXXX of XXXX, we were notified by XXXX XXXX ( our old loan servicer ) that our loan had been sold to Mr. Cooper is the midst of a loan modification with our first payment being due XXXX XXXX, XXXX. We made our first payment to XXXX XXXX on XX/XX/XXXX, which was placed into the suspense account and transferred to Mr. Cooper. In our last complaint, Mr. Cooper responded they properly applied our XXXX payment made to XXXX XXXX properly to our new account with Mr. Cooper. That being said, in XXXX, when Mr. Cooper finally booked our loan, a payment was lost through an accounting or fund allocation error, and we were notified we were due for two months of payments, although we had made all our payments on time. We submitted several complaints over the last nine months through conversations with several Mr. Cooper representatives saying they would look into the issue, fix it, and get back to us, with no phone calls ever received back other than harassing ones about our account being supposedly past due. Here we are supplying proof of all our payments since beginning our servicing with Mr. Cooper, including all bank records proving the payments cleared our account and were received by Mr. Cooper. This is indisputable evidence that an error has occurred and needs to be corrected. For a federally backed loan, an issue such as this should, firstly, never occur and, secondly, be addressed in a more appropriate and thorough manner. I am very disappointed that I, with minimal accounting experience, can see the error when professionals can not.
Frequently Asked Questions
What is Complaint #6681226 about?
Complaint #6681226 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-03-11T12:00:00-05:00.
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.