Consumer complaint received 2022-12-29
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX it was brought to my attention by a letter that I received via postal service, dated XX/XX/XXXX that my XXXX had been turned off because my bank ( XXXX XXXX XXXX XXXX ) informed Mr. Cooper that my account had either been frozen or closed. 

After further investigation into this I realized what happened. In XX/XX/XXXX my mortgage with Nationstar was transferred to Mr. Cooper. Unlike other companies that automatically continue your autopay when the servicer is transfered. Mr. Cooper had me input on their website my bank routing number & bank account again. The last digit in my checking account was omitted. 

After months of dealing with the XXXX XXXX of Mr. Cooper & trying to resolved this & repair my credit that has been destroyed due to this error. I have gotten no where. Prior to this my credit score was 846, I have never been late on a payment with any accounts that I hold. I have 3 seperate mortgage 's & all are always paid on time. 

I received a monthly statement from Mr. Cooper that showed my payments as being paid each & every month until XX/XX/XXXX. Therefore, I thought that my payments were being made. I do not balance my personal checking account as I have a corporation & the majority of my bills are paid through it. I review all of my personal bank statements at the end of the year when preparing my personal tax information for my CPA. I met with the manager of XXXX XXXX XXXX XXXX yesterday. She looked into the matter & said that it was another merchant that Mr. Cooper was taking the monthly mortgage payment from until XX/XX/XXXX when that merchant noticed it on their bank statements. Mr Cooper re-payed them in XX/XX/XXXX. Which is when they reported a 60 day late to the credit bureau on me. 

As soon as this was brought to my attention in XX/XX/XXXX by Mr. Cooper. I brought my account current. Minus all of the late fees & bank fee 's that they charged me. They have also sent me a new XXXX for XXXX as they did not collect the interest from me. But did collect it from another party. 

They reversed several of the late fees but have not reversed all of them & still say that I owe an additional {$230.00}. But the worst thing is my credit is affected now! XXXX XXXX whom I carry a HELOC with on a property that I own free & clear, has canceled my line of credit because of this. I am a business woman & run a XXXX XXXX  along with being a full time XXXX. My credit is important to me & again I will reiterate. I do not make late payments to any accounts. You can see this by looking at my credit reports. The only one you will see is this one. 

I am asking for your help to resolve this with Mr. Cooper in my favor as I have no proof that this was an error on my part as they say it was. They claim that I entered my account number incorrectly. I find this hard to believe that I entered the account number 2 times in their system incorrectly as I know my account by heart. And, why did they not verify with my bank that it was in fact my account number. This makes me think that you could just guess an account number & put it in their system. Bank accounts should be verified!

Company response to consumer: Closed with explanation