Consumer complaint received 2022-02-16
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had a mortgage with Mr Cooper that was set up on autopay with monthly deductions successfully pulled from my bank account via ACH every month. The last payment was due to be pulled on XX/XX/XXXX. For reasons known only to themselves, Mr Cooper turned off autopayment for this final payment without notifying me ( apparently their policy is that this final payment must be made with certified funds ). 
At this point, there were already sufficient funds in my escrow account to cover this final payment and settle all remaining obligations to third parties. 
The first I learned of this was a late payment letter received in the mail ( I had opened it expecting a 'Congratulations, you're mortgage is paid off ' ). On XX/XX/XXXX ( I think ) I reached out to Mr Cooper by phone to complain about have my autopay turned off and asking that my escrow account be used to satisfy the mortgage. This was done and I thought everything was sorted. 
In early XXXX, I logged into XXXX XXXX and discovered my credit score had gone down by 100 points- startling to say the least. 
On XXXX I used Mr Coopers message center to send in a complaint about the derogatory report to the bureaus and to request it's withdrawal, given that the situation arose from their own administrative processes, not my payment activity. 
On XXXX I received a 'your request requires additional research ' message and laying out a time line of 7-10 days for a response. 
I heard nothing from them. 
On XXXX I sent another message on the secure message center requesting an update. 
On XXXX I received a response that they were sending a response as a secure email. On opening it, I had the file I have attached to this complaint, denying my request. 
On XXXX I requested a call from them via their message center as they has suggested and on XX/XX/XXXX received notification that they had entered a callback request. 
I have not received a call back to date. 

During the filing of this complaint, I did discover an email from an email address I was not familiar with and so had not opened as it seemed like spam ( XXXXXXXX ) that did contain the same letter on XX/XX/XXXX, but as I had not been notified via the channel I had reached out to them on ; this seems inadequate ). 

So my complaint is : - That Mr Cooper failed to notify me of their need for a different form of payment for the last payment on my mortgage - That they failed to notice I already had sufficient funds with them to satisfy the final payment and only took those funds when I called to complain on receipt of a late payment letter - That their XX/XX/XXXX response to my XXXX complaint about their credit reporting behavior using an unfamiliar email address and not notifying me via the channel I has reached out to them on was not an adequate timely response to my complaint under their FCRA obligations - That their refusal to actually correct the delinquency on my credit report places an undue burden on me ( I was denied for a personal loan by XXXX because of it - I can produce the adverse action letter if required ) given the circumstances.

Company response to consumer: Closed with explanation