Consumer complaint received 2021-09-14
Company: Mr. Cooper Group Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX payment of {$200000.00} was made to my mortgage company ( Mr. Cooper ). On or about XX/XX/XXXX I noticed 3 individual charges for the above amount totaling over {$6000.00} to my checking account, I immediately contacted the bank ( XXXX  ) and was advised to contact the mortgage company, I was also given the option to place a stop payment on the amount from that vendor. At that point I declined the stop payment option as there was a charge involved. 
I then contacted the mortgage company and was told they were aware of the issue with their payment system and it only seemed to impact XXXX customers but it should be resolved shortly. I monitored my account and a few days later noticed the funds were reversed. All good. 

On XX/XX/XXXX payment was made as usual and a confirmation email received. 

On or about XX/XX/XXXX I went online to make payment and saw that the amount due was more than double, ( 2 months, plus late fees ) I immediately contacted the mortgage company and was told the XXXX payment had been returned. With the mortgage company representative on the line I called the bank and they confirmed that a stop payment had been put on the account because of my previous inquiry, this was done with out my knowledge or consent. The mortgage company representative insisted based on that conversation that I intentionally placed a stop payment on the account. After speaking to her supervisor and explaining the issue the late payment charge was removed from my account and I was able to make payment ( XX/XX/XXXX ) for the month of XXXX and the following day ( XX/XX/XXXX ) payment for the month of XXXX was debited from my account. 

During this time I asked the mortgage company how would this would impact mine and my wife 's credit, the response was less than reassuring... Sure enough a few day later both our credit scores dropped by over XXXX points! That account now reflects a 30 day late payment. 

Although I contacted the mortgage company and brought the account up to date as soon as I saw issue, the bank indicated it was an error and refunded me the stop payment fee and the mortgage company also saw this as an error and also refunded me the late charge on their end, it was still reported as a 30 day late payment. There is no other account on either of our credit report that has been late in over 10 years. 
We filed disputes with the credit reporting companies, however all they did was update our file to reflect payment for the account current and up to date. I have attempted to contact the mortgage company but the department that handles these issues only communicates via email, and so far there has been no response to my email sent on XX/XX/XXXX. I also contacted XXXX, and although they acknowledge the stop payment error there is nothing they can do as it is ultimately the responsibility of the vendor I have the issue with. 

This has had a tremendous impact on our ability to get a fair rate on student loans for our son based on our actual payment history and not what is currently reflected on our reports.

Company response to consumer: Closed with explanation