Mr. Cooper review: Payments not properly credited, grant funds withheld ( 2 comments)

Back in Feb 2022 I declined the trial loan modification and made a lump payment to bring myself current. I was assured at the time that I was paying the correct amount after a recorded conversation where the agent went over all payments I had made that remained unapplied and subtracting it from the amount that was showing on my statement at the time. When my next statement showed a balance of two months still due, I called and had another 25 minute conversation, also recorded and was assured, once again, that I was current and the balance showing was an error. I took Pam from Texas at her word and continued to make monthly payments but didn't look at any of the statements till September. In August I was notified that I had been approved for a grant I had started applying for back in summer of 2021. The money came from the CARES act through the PA Homeowners Assistance Fund and was submitted electronically on Aug 16 in an amount equal to 3 months of payments,. Around the beginning of September, I started calling mr. Cooper to find out where those payments were and when they would be credited to my account. Over a 3 week timeframe I spoke to several agents and each told me the funds had not been received yet. All conversations were recorded, including the one with loss mitigation specialist, Jimmy Bobadilla who assured me that hew was researching it. I provided the ACH ID #. It was several days later after being ignored by Mr. Bobadilla when I hooked up with Tanya Hanners who "escalated" my complaint. 3 days later Tanya notified me that the funds had been located. They were in a lump sum with grant monies for several other PA residents but she could not provide a reasonable explanation as to why the person who was responsible for handling them hadn't been able to figure out who they were supposed to go to with 34 days having passed since they were received. Also, at this time, I discovered that my lump sum payment on 2/28/2002 still had not been properly credited and I still had a back balance of 2 months. Non of the other agents could explain and despite their assurances to research it, no one did a thing. Ms. Hanners "discovered" the mistake and did the correction. Now, in reviewing my new transaction history I show several payments credited and reversed. It looks as if my payments in 2/01, 3/01 and now 8/01/2022 were reversed and were not re applied, I won't be sure till I see the next statement, but it seems as if I will still carry a balance. I have requested a formal written assurance that I am credited for all months of 2022 through November with no payment due till Dec 1, 2022. Ms Hanners was not able to provide an explanation as to why none of the other agents who assured me I had no balance all summer did not take the proper steps to make the correctios. Nor could she provide me with an explanation as to why the grant funds sat unapplied for more than 34 days. or why no one even acknowledged their receipt in the 34 days and multiple phone calls I made to inquire about it. I even got a letter from the "research" team stating that they had found no errors.