Consumer complaint received 2019-04-14
Company: Mr. Cooper Group Inc.
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was transferred from XXXX XXXX Mortgage to Mr. Cooper automatically ( I had no say in the matter ) on XX/XX/2018. I have never had a problem with XXXX and all my payments were always paid on time and in full. I was informed that this transfer would be like when you first obtain a mortgage and that the first payment ( to Mr. Cooper ) would be due 60 days from the transfer date ( XX/XX/2018 ). A week before the payment due date I set up my new online account with Mr. Cooper and noticed the account said I had a past due balance. I called in for an explanation and Mr. Cooper told me that I had been previously misinformed and they expected no gap in payment on the same day the loan had been transferred to them. I felt frustrated with the situation and lied to about the transfer and due date but asked Mr. Cooper if I could correct the situation by bringing my balance current and without any late payments or penalties reflected onmy credit report by paying for the first 60 days as well as the upcoming month ( XX/XX/2018 ). Mr. Cooper agreed to this compromise and told me to pay this total balance ( just under {$3000.00} XXXX by the end of XX/XX/2018. Mid XXXX I called in to pay the full balance agreed upon and the representative informed me that I had been selected to refinance my loan from a 30 year term to a 40 year term and that I need not pay the full balance today because they would just calculate that into my new 40 year term. I asked for clarification and explanation as to why this was being offered. The representative said that is was an offer only granted to customers with a good payment history and credit ( I had both ). I asked whether their would be anything negative on my credit report for the previous 60 day misunderstand or anything negative for having a 40 year mortgage term. The representative assured me that nothing at all would be reported on my credit report and that this was a positive thing to do. The representative said I would receive paperwork regarding it and in the mean time my account reflected paid and current and they would expect my first payment to Mr. Cooper due on XX/XX/2018. 
Weeks later when I received the paperwork it was not at all how the representative had presented it to me on the phone and was not a deal I wanted to be apart of. I did not sign any of it. On XX/XX/2018 I called in to make a payment however and was told that the full balance due was {$300.00} less that my monthly payment had previously been. I questioned it and was told that I had automatically been enrolled in the program even though I had not signed any of the paperwork. Worried, I then had my credit report pulled and found that it showed that I was seriously delinquent and that damage had been done by being in this new mortgage program even though I had not authorized it. I called in to Mr. Cooper several times in the months following asking for this to be changed as I never signed for it and asking for it to be removed from my credit report, They refused to change anything on my mortgage payment plan or status but insisted that they had never reported anything on my credit report even when I had the report in hand. 

Mr. Cooper illegally scams customers and makes changes to mortgages without authorization.

Company response to consumer: Closed with explanation