Mortgage -- Trouble during payment process -- Complaint #7787800
Complaint Overview
Complaint ID: 7787800
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: Georgia
ZIP Code: XXXXX
Date Received: 2023-11-01T12:00:00-05:00
Date Sent to Company: 2023-11-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On or around XX/XX/2023, my mother, XXXX XXXX XXXX, had her mortgage transferred from XXXX XXXX XXXX XXXX to XXXX XXXX. As the Power of Attorney for my incapacitated and non-verbal mother, I had previously provided the Power of Attorney documentation to XXXX XXXX XXXX XXXX. However, it appears that this document did not transfer to XXXX XXXX during the mortgage transition. When I contacted XXXX XXXX on XX/XX/2023, to discuss my mother 's loan, I was informed that I was considered an unauthorized caller and was instructed to email them the Power of Attorney document, even though they had received the loan information from XXXX XXXX XXXX XXXX. Subsequently, on XX/XX/2023, when I reached out to XXXX XXXX for assistance with my mother 's loan, I was again informed that I was an unauthorized caller, despite having submitted the Power of Attorney document on XX/XX/2023. Furthermore, on XX/XX/2023, I discovered that a payment made and initially posted on XX/XX/2023, was inexplicably reversed. When I contacted XXXX XXXX on that day to inquire about the payment reversal, I was initially informed that I was only authorized as a 3rd Party caller, and my ability to make account changes was limited, even though the Power of Attorney document was on file. Additionally, the representative was unable to provide a clear explanation for the reversal and suggested I contact the payment financial institution for clarification. After the call, I obtained proof of payment indicating that the payment had indeed cleared on XX/XX/2023. However, when I revisited my online account with XXXX XXXX, I observed that the payment was still marked as reversed. When I called XXXX XXXX on XX/XX/2023, to address this issue, a representative promised to escalate the matter but unexpectedly disconnected the call after approximately 30 minutes on hold. Consequently, I had to make another payment online on XX/XX/2023. Most recently, on XX/XX/2023, my attempt to make an online payment was met with a message stating that the loan did not exist. This recurring pattern of issues has raised concerns that XXXX XXXX may be engaged in deceptive practices.
Frequently Asked Questions
What is Complaint #7787800 about?
Complaint #7787800 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-11-01T12:00:00-05:00.
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.