Consumer complaint received 2020-07-15
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Step 1 : What is this complaint about? The compliant is about my unsuccessful attempts to obtain a corrected XXXX XXXX   tax form from Mr. Cooper after several contact calls made across a two-month period ( XX/XX/XXXX XXXX XXXX, XXXX ). In order to properly file my XXXX federal tax returns, I requested this corrected XXXX XXXX  tax form ( see Section 4 ) which should include the property sale price instead of the propertys fair market value. Since Mr. Cooper has not resolved this matter, I must now request a Tax return deferral to file my XXXX tax return later ( hopefully, when I receive the corrected form from Mr. Cooper ). 
Property : located in XXXX, IL XXXX Attachments to compliant : - Original email request for information ( Mr. Cooper agent, XXXX XXXX ) - Original/incorrect XXXX XXXX  Tax form received from Mr. Cooper - Mr. Cooper letter RE : Research Reference Step 2 : What type of problem are you having? Unable to get assistance from Mr. Cooper agents to resolve my request for a corrected XXXX XXXX  Tax form which shows the property sale price instead of the fair market value. 
Step 3 : What happened? Since XX/XX/XXXX, I have tried to obtain a corrected XXXX XXXX  Tax form from Mr. Coper that shows the correct sale price for the property located in XXXX, IL XXXX under Mr. Cooper Loan. I am always placed on hold and most times even longer while waiting to be transferred to someone who might be able to help. Many times, agents ( in Customer Service ) looking at the property file before them did not see the forms that I referenced or they had no knowledge about tax forms at all. At one point, an agent was able to understand the situation enough to send an email to the Research Dept in order for them to follow up with my request. I received a letter with Research reference # and the same incorrect tax form. On two occasions ( with the last call on XX/XX/XXXX ), I was informed [ by XXXX, Customer Service Escalation Supervisor and XXXX ( XXXX ) in Lost Mitigation ] that a Manager/Supervisor will call me back within 24-48 hours but I received no callbacks from Mr. Cooper. 
On one call, according to XXXX ( Texas ), the property ownership change was recorded on XX/XX/XXXX but he was not able to give me the property sale price nor any supporting documentation. He did mention that the requested information would be in the companys Year-End Report but he didnt have access to the reports. XXXX mentioned that possibly the Investor Reporting Dept. would be able to help but the department doesnt take calls. XXXX told me that a manager would give me a call within 24-48 hours to continue to assist in resolving this issue. After waiting one week, there was no callback, so I tried once again to contact Mr. Cooper. In my last call on XX/XX/XXXX, I spoke to XXXX in Customer Service who wasnt able to help nor did he know anything about the tax form. XXXX said that he was transferring my call to REO Dept but after another long wait, the call was transferred to Loss Mitigation ( XXXX from XXXX ). Once again, I had to explain the entire situation and XXXX ( XXXX ) was not able to help nor did he see the XXXX form that Mr. Cooper sent ; he only saw the XXXX 1099 Misc form. Eventually, I asked for a manager in  REO Dept. but he said the call wasnt going through but he sent a note to his Manager to return my call. To date, no Mr. Cooper manager or  agents has been able to resolve this matter. 
Incoming calls to Mr. Cooper are recorded because they are a debt collector. Here are contact dates : XX/XX/XXXX ( email to XXXX XXXX, Deed-in-Lieu contact person ) ; call dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Unable to get assistance from Mr. Cooper agents to resolve my request for a corrected XXXX XXXX  Tax form showing the which property sale price. Since Mr. Cooper has not resolved this matter, I must now request a XXXX Federal Tax return deferral and file my XXXX tax returns late. 

Step 4 : What company is this complaint about? 
Mr. Cooper ( formerly known as Nationstar ) XXXX XXXX XXXX XXXX. 
XXXX, TX XXXX Step 5 : Who are the people contacted at Mr. Cooper? XXXX XXXX ( Deed-in-Lieu contact person ) by email ; Representative agents from Mr. Coopers Customer Service, Customer Service Escalation, REO, Lost Mitigation : XXXX ( Texas ), XXXX (? ), XXXX ( Arizona ), XXXX  ( Texas ), XXXX (? ), XXXX ( Arizona ), XXXX ( Customer Service Escalation ), XXXX ( XXXX )

Company response to consumer: Closed with explanation