Consumer complaint received 2022-03-04
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our mortgage loan was moved to mr. Cooper when we refinanced in XXXX XXXX. Mr. Cooper made a mistake when transfering the loan informationto to their system. They mispelled my husbands name. 

I contacted them when we received our first statement in XX/XX/XXXX to informed them of the problem and I was told that we had to send some documents to fix their mistake : written note, birth certificate, and driver license. We were supposed to have an answer within 5-7 business days. I was confused because this kind of situation had never happened to us before. I sent all of this information through mail in XX/XX/XXXX to their Notice of Error/Information Request/QWR* address that I found on the back of our mortgage loan statement. 

I contacted them again XX/XX/XXXX at XXXX p.m. spoke to XXXX and call was disconnected, XXXX did not call back so I called again XX/XX/XXXX and spoke to XXXX. XXXX was able to assist and transferred me to an escalation specialist named XXXX. XXXX pulled the Deed of Trust and apologized for mr. Coopers mistake on mispelling my husbands name. She made the correction and said I did not need to send any paper work to prove that my husbands name is his legal name. I informed her that I had already mailed all those documents and at least one month had passed and no one had contacted me to fix the issue. XXXX said it would take them just a few days to fix the issue and I asked her to make sure our 1098 form would be sent in with the corrections made. She assured me the issue would be resolved. 

We received our XXXX laon statement and the name correction had not been made. We received our 1098 along with a 1099-INT form and my husbands name was spelled incorrectly! I called mr. Cooper XX/XX/XXXX and spoke to XXXX and he transfered me to XXXX XXXX, an escalation specialist. XXXX XXXX said the name correction had been made. He said he would request to have the name correction on the 1098 form and regenerate a new one. He promised to call and or email me with updates within a few days, he did not. 

Name correction was done on the loan statement, but no regenerated 1098 form was sent to us. On XX/XX/XXXX at XXXX pm. I called mr. Cooper once again. Spoke to XXXX, informed him of all the troubles we have endure with mr. Cooper and requested and explanation for the lack of professionalism and documentation that needed to be provided to us. I also complained of two letters we received from mr. Cooper stating Based on the information you provided, the bame on your account has been updated from mispelled name to correct name. Please note that while we will change the bame in our systems, the documents recorded in the county will remain under the original name on the obligation. No explanation was given in regards to this note even though mr. Cooper is at fault for this mistake. XXXX said the request made by XXXX XXXX to regenerate another 1098 for had been denied. He asked if we were informed of this and I told him we received no letter, no call, no email in regards to this denial. XXXX said he would submit another request to have a 1098 for regenerated with the correct name and would provide proof at the mistake so that the request would be taken and the problem would be fixed. He said this would take a few days and we should receive our 1098 form in a few days. 

XX/XX/XXXX, we have not yet received the corrected 1098 form. This has been the worst experience we have had with any loan mortgage. Not very good service!

Company response to consumer: Closed with explanation