Consumer complaint received 2021-03-03
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
In XXXX, our mortgage transferred from XXXX XXXX  to Mr. Cooper. We set up auto-pay to start on XX/XX/XXXX. I have an email confirmation that says that the auto-pay was successfully set up. I also have an email that says that the XXXX payment occurred on auto-pay. In XXXX, I received a letter from Mr. Cooper stating that my mortgage payments were overdue. I immediately paid all amounts due. 
I am refinancing another property. We are supposed to close this week. Last Friday, I learned from my lender that Mr. Cooper has a 60 day late payment on my record. An email from my lender states that this has made my loan non-approvable. My lender also tells me that rates are up at least .375 % since XXXX and if we have to extend our rate lock, that will cost money. I immediately contacted Mr. Cooper to get this resolved. 
On Friday, XX/XX/XXXX, I spoke with XXXX XXXX ( aided by XXXX XXXX ). XXXX told me she put in a request to have 60 day late removed. She informed me the request would be reviewed by the department of credit amendments and I could call back in 72 hours for an update. 
I called back the following Monday and asked to be transferred to the department of credit amendments. The customer service representative informed me that there is no such department. I asked to have my call forwarded to an appropriate person who can give me an update on the situation. I was placed on hold and the call disconnected after 5-10 minutes. 
That afternoon, I was contacted by XXXX with XXXX XXXX. She and I jointly called Mr. Cooper so that she could get information about our account and hopefully clear up the issue so that my refinance can go through. The woman we spoke with ( XXXX? ) confirmed that the records showed that we set up autopay and paid our XXXX mortgage payment. She also confirmed that the XXXX payment was not 60 days late ( paid on XX/XX/XXXX ). We discussed the statement on Mr. Coopers payment activity saying there was a reverse payment. She could not explain what that means, but speculated that our account had insufficient funds. I have reviewed our bank account statements and confirmed there were adequate funds, so that is not the cause of the reverse payment. XXXX and I were supposedly being transferred to an escalation specialist and after about 5-10 minutes on hold, the line disconnected. 
The next day I called back again to try to get an update. XXXX was the customer service representative who took my call. I explained my frustration that I had been disconnected previously. He promised I would not be disconnected. I was transferred to XXXX, an escalation specialist. 
I began explaining the history of the problem and my request. Halfway through my explanation, the line went dead. XXXX did call back a few minutes later, on my husbands cell phone. 
XXXX  explained that the dispute was logged on XX/XX/XXXX. By XX/XX/XXXX I will get something. She said that Mr. Cooper has 45 days to review a dispute. I explained that I needed a confirmation by this Thursday that the situation has been addressed by Mr. Cooper. ( I don't need the credit agencies to reflect this ; I just need something in writing from Mr. Cooper that says the 60 day late will be removed from my record. ) XXXX  clarified that the XXXX payment was returned because the account was not recognized, meaning that the account number was incorrectly entered. That is inconsistent with the email I received on XX/XX/XXXX, which states, Thanks for your recent payment. We posted it to your account on XX/XX/XXXX. 
XXXX  said Mr. Cooper emailed me with notifications of missed payments. This is not true. There is no record in my junk, trash or inbox of any email stating that the mortgage had not been paid. There is no communication whatsoever from Mr. Cooper after the XX/XX/XXXX email described above, until XX/XX/XXXX, when I received an email confirming the XXXX payment. 
XXXX  also said that Mr. Cooper attempted to call to let us know the mortgage was unpaid, but there was purportedly no voicemail at the number called. XXXX  read off the phone number where the calls were supposedly made. It was close to my husbands number but off by one digit. Notwithstanding the fact that they could not leave a message at that number, XXXX  stated that no one attempted to call the other phone number on file, which was mine. [ Note : I don't believe that anyone tried to call my husband 's phone number. Youll recall that after XXXX  and I were disconnected, she called back on my husbands phone number, so Mr. Cooper clearly had his phone number on file. ] XXXX  stated that she would forward my information to a manager. She stated they would call back in 72 hours. I reiterated that my refinance was supposed to close on Thursday and I needed the matter resolved before then. She stated that she could not do anything to help me, but agreed to request a prompt return phone call and alert the manager to my need for a return phone call sooner. I asked to be transferred to the legal department. XXXX stated that she was unable to do that but gave me the email : XXXX and suggested that I forward my complaint there. 
Given the pending refinance, this is not a satisfactory response.

Company response to consumer: Closed with explanation