Mortgage -- Trouble during payment process -- Complaint #8012974

Complaint Overview

Complaint ID: 8012974

Company: Mr. Cooper Group INC.

Product: Mortgage

Sub-Product: Conventional home 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: Pennsylvania

ZIP Code: 19040

Date Received: 2023-12-16T12:00:00-05:00

Date Sent to Company: 2023-12-16T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Older American

Consumer Narrative

My mortgage was sold to Mr. Cooper as of the XXXX of this XXXX. Mr. Cooper didn't have the loan set up until the XXXX. I have had nothing but problems from this company. I needed more information about paying on line with them because they push check paying by mail. I won't pay by mail. I had problems with this method before. It is easy to say that the check didn't get there on time and get those penalty funds build up. They also say they offer pay by phone and their website. Their website is a nightmare. It constantly has pop ups for new mortgages and loans which are full page ads. Yet when I try to do anything with my loan there is a banner on the left hand side of the screen blocking that side. I have tried every way to remove this banner and can't. I can't read what is behind it. I don't want to be auto pay, I don't want another loan or anything else I can't see they want me to agree on. I am not clicking on something I can't fully read on their website. I want to know about going paperless, what their provisions are for their grace period is and about their other procedures. The welcome letter I received from Mr Cooper to introduced themselves was only generalized .... don't worry we are a good company... nothing will change. I have tried numerous times to get a live chat but no one is ever available. The automated chat never knows what you are want and always winds up asking for you to enter your email and they will put you in line for a live chat agent. I have never dealt with a company that puts you in an email line to make contact with their customer services. This is substandard customer communication. I NEVER received any appointments in follow up email. I have tried going to their XXXX page but they have all commenting locked down. Messaging them on XXXX gets no reply. I have repeatedly called 3 different phone numbers given out by Mr Cooper, XXXX, XXXX, and their Executive Customer Service Team. All automated with limited selections to chose from. If you ask for customer service the automated system will say I understand you want customer service. The service then says it will take you there but it just takes you to it repeating another limited selection of choices. It always ends with them saying goodbye and hanging up on you. The Executive number is different because the automated system is a female voice that hangs up on you. I had no say and have no choice but to be stuck with derelict Mr. Cooper. I found out their whole system was attacked by ransomware a month ago. This also shows how much this company cares about it's consumers by not having protection. I would like to talk to a real customer service rep and be able to read the screen on there website. This company has shown nothing but unacceptable service to me. And I haven't made my first payment with Mr Cooper yet.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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