Consumer complaint received 2022-12-08
Company: Mr. Cooper Group Inc.
State: VA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
Mr. Cooper bought my loan in XX/XX/2022. I had no say in this. 

In XX/XX/2022, I missed my first payment ( auto pay sent it to the wrong company- this was my mistake which I took responsibility for ). I've offered the servicer to pay for the late fee from XXXX- they refuse to change their stance throughout this entire ordeal. 

I did not receive a telephone call, email, or physical mail correspondence from Mr. Cooper to tell I was in arrears from XX/XX/XXXX until XX/XX/XXXX. In that time period, I continued to make regular payments to Mr. Cooper, ( all of which were more than the actual mortgage payment was worth ). 

In bad faith, they claimed to have placed XXXX calls to me in that time period but was " unsuccessful '' in both reaching the phone number I gave them, but also in leaving a voicemail. They have not emailed me to tell me I was in arrears, nor have they sent physical mail to my address telling me I was ever in arrears. I have confirmed with my telecommunications provider that no such calls were placed to my phone number from Mr. Cooper. 

Mr. Cooper claims to have notified me via online banking. Wait for this! 

Around ( likely before ) XX/XX/XXXX, I enrolled in " Online Banking '' over the phone. During that call, Mr. Cooper did not bother to mention that notifications WOULD NOT be sent to my email, but instead would require that I log onto their portal each time to receive whatever notification Mr. Cooper had sent me. 
- That's a very convenient loophole considering Mr. Cooper did not provide me with my loan # after or around XX/XX/XXXX, so I how does one possibly log into online banking? I didn't find out that one until I hung up the phone. 
I could have called customer service but why would I waste that much time if I had never missed any ( presumed ) payments?! Why would i need to enroll in someone else 's portal if I pay {$200.00} more than my payment is worth each month? Mr. Cooper had just bought my loan and could not even provide a courtesy voicemail to tell me I was ever behind. How convenient for Mr. Cooper! 
- This is all very coincidental that I received waves worth of spam to my email around the same time Mr. Cooper bought my loan. They have likely sold my information to who knows who, but can not leave an email to tell their customer ( WHO THEY JUST PURCHASED A LOAN FROM SOMEONE ELSE ) that they were being charged hundreds of dollars in late fees for an error recognized in XXXX. Not one piece of mail. Not one email telling me I was behind. Not one phone call received from XX/XX/XXXX - XX/XX/XXXX, and not one voicemail received. These are disgusting collections tactics! 
- it's also very convenient that the only piece of mail I received from Mr. Cooper was that bought my loan ... ... ... 7 days before closing ... ... in XXXX!!! 

All the late fees and " phantom '' notifications from Mr. Cooper continued until early XXXX where I became current after receiving my first voicemail from Mr. Cooper on XX/XX/XXXX. The ONLY CALL IN BETWEEN XX/XX/XXXX UNTIL XX/XX/XXXX RESULTED IN A VOICEMAIL FROM MR. COOPER. The voicemail did not even mention that I WAS BEHIND - they delivered a courtesy call because I filled out a case with the Better Business Bureau ( https : XXXX ). Disgusting! 

They made claims in XXXX to the degrees of " well maybe our calls went to spam '' or " maybe your voicemail wasn't set up. '' Mr. Cooper will throw every scenario to deem this as MY FAULT, but can not provide an explanation to why they were unsuccessful for 33 straight calls for over 5 months. I did not receive XXXX call - how does Mr. Cooper claim to have made XXXX?! It's a new stream of undetected revenue for Mr. Cooper - hundreds of dollars in late fees charged- why would they bother reaching out to me if I kept making payments more than the mortgage is worth?? 

Mr. Cooper dinged my credit in XXXX, and now XX/XX/XXXX, without notice telling me I was behind, and despite being current since ( now ) XX/XX/XXXX. 

Mr. Cooper has failed to acknowledge any illicit behavior and unlawfully deceitful collection practices despite numerous calls, emails and claims made from me since XX/XX/XXXX. Mr. Cooper refuses to respond to emails and refuses to escalate my claims upon recent calls. I submitted this to the XXXX where they continue to make wrong and weightless claims, and ultimately refusing to acknowledge any incompetence or negligence. 

I work in lending and can say this is one of the slimiest schemes I've ever witnessed. Failure to acknowledge any wrong doing conveniently put hundreds of dollars in late fees into Mr. Cooper 's pockets in this scenario. Judging by other complaints online, it's obvious I am not alone. 

I have never missed a payment on ANYTHING owed in my entire life. My credit was literally perfect until Mr. Cooper bought my loan from someone else, and now I am stuck with this mess. Very convenient for Mr. Cooper!

Company response to consumer: Closed with explanation