Mortgage -- Trouble during payment process -- Complaint #9489260
Complaint Overview
Complaint ID: 9489260
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: District of Columbia
ZIP Code: 20011
Date Received: 2024-07-11T12:00:00-05:00
Date Sent to Company: 2024-07-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Mr. Cooper is the servicer for my loan with XXXX. Until XX/XX/2024, I had a bi-weekly mortgage payment set up for my loan. Starting in XXXX, Mr.Cooper unilaterally changed my payment set up to a one-time monthly payment without advance notice to me. I caught the change on XX/XX/2024 and tried to fix it online. There are no options online to change the standard one-time monthly payment to bi-weekly. I called the company, and I was told I have to submit a request to a specialized department that sets up bi-weekly payments. I was also told, I wouldn't be notified when the change is processed and I have to check back online again to see the change. I was also told it could take 3 - 5 days for the change to happen. I am very surprised and frustrated that a company can unilaterally change my payment process without any notice, and doesn't provide any online option for me to make the appropriate changes.
Frequently Asked Questions
What is Complaint #9489260 about?
Complaint #9489260 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-07-11T12:00:00-05:00.
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.