Mortgage -- Trouble during payment process -- Complaint #7824609
Complaint Overview
Complaint ID: 7824609
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: New Jersey
ZIP Code: 070XX
Date Received: 2023-11-08T12:00:00-05:00
Date Sent to Company: 2023-11-13T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On or about XXXX or XXXX 2023 I logged on to my mortgage site, Mrcooper.com, to check to make sure my payment was scheduled to come out on XX/XX/2023. I immediately encountered a big red banner explaining Mrcooper was under a cyber attack as of XX/XX/2023 and the site was locked for security. A link was provided and on the FAQ was a statement that when ACH payments would resume MrCooper would notify customers. On XX/XX/XXXX {$2200.00} was taken from my checking account under the NSM DBA MRCOOPER name. Mr Cooper customer service can not verify that the payment was received by them. Therefore I have no idea whether they received it or the cyber criminal has. They also provided me with a link to file a complaint with them ( www.mrcooper.com/legal/complaints ) then after filling the customer " ticket '' and clicking submit it will not accept the " ticket '' because the site is shut down. Also I would not have even known that the company was under an attack unless I logged on... no email or phone call was ever received by me. I do not understand how the company can go ahead and process transactions with having a secure way to confirm payments received.
Frequently Asked Questions
What is Complaint #7824609 about?
Complaint #7824609 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-11-08T12:00:00-05:00.
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.