Consumer complaint received 2021-03-30
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My XXXX XXXX  XXXX  XXXX  was sold/transferred to Mr. Cooper/Nationstar Mortgage in XX/XX/XXXX. I immediately researched the new company and discovered that they had agreed to pay a XXXX XXXX XXXX  dollar fine to your organization as a result of unlawful servicing practices. I then contacted XXXX and advised them of the serious unlawful activity Mr.Cooper nationwide had engaged in and that I did not want to do business with Mr Cooper/Nationstar. XXXX advised they legally sold the loan service right and there was nothing I could do to change it. 

Since that time Mr Cooper did not process the loan payment I sent, via US mail, on XX/XX/XXXX, for a loan Payment due on XXXX/XXXX/XXXX for {$2000.00}. I continued to review my online bank activity to see if the check had been processed in addition to placing repeated calls to Mr Cooper Nationstar. As a result Mr Cooper Nationstar, per their loan statement, charged a late fee of $ XXXX XX/XX/XXXX then waived the late charge on XX/XX/XXXX. As they legally could not charge a late fee during the 60 day transfer period. They have harmed me as late charges were printed on a loan statement that I would have to provide a new lender when attempting to get a new XXXX mortgage are displayed in error, their error. No one can tell me If the late charge recorded on their Mortgage Loan Statement will be reported to or placed on my credit file. My FICO Score is in the 800 's and I have never had a late payment ever. I contacted 5 different Cooper/Nationwide agents in an attempt to locate the check I sent or and update and no one had an answer. I was advised to write a letter to their Notice of Error/ Information Request/QWR Dept. I sent the letter on XX/XX/XXXX and Mr Cooper wrote back they would investigate and would advise me by XX/XX/XXXX XXXXThey have no computer based complaint system and require written letters to dispute or express any concerns. 

Just to ensure I made a payment on my home loan and fearing negative consequence on my credit report, I electronically paid the payment on XX/XX/XXXX. I then received a new Mortgage Loan Statement displaying a payment of {$4100.00} Was due on XX/XX/XXXX On XX/XX/XXXX Mr .Cooper/Nationstar sent me a Mortgage Insurance Annual Disclosure Statement indicating that my transferred loan required Private Mortgage Insurance. I called Mr Cooper /Nationstar immediately @ the number they provided XXXX XXXX XXXX and advised the Cooper agent that my loan did not require PMI, and it has never had PMI stipulated as my XXXX ratio was low. I was advised that we, Mr Cooper/Nationstar send those notices to everyone. And I was advised to ignore the notice. I asked Mr Cooper agent to send me a statement indication that and none was sent. I do not have any XXXX requirement on my loan. 

Then Cooper advised via a new Mortgage Loan Statement recd mid XX/XX/XXXX that my loan was up to date and my home loans payments were credited to XX/XX/XXXX and XX/XX/XXXX and my next payment was not due until XX/XX/XXXX at the normal payment of {$2000.00}. Wowsers. No one would or could explain why my loan payment ( check ) was not processed in a timely fashion. 

Nothing has changed at Mr Cooper Nationstar even after the fine. No one I spoke to was aware of the giant fine imposed on the company for mistreating, cheating, lying to customers and causing harm.I take great pride in my hard earned Credit Score. Cooper could care less and I still do not know if their late payment, placed in print on my Mortgage Statement and in their error, has been reported as such. They sent me a document indicating that my Mortgage Loan required PMI  when it did not. And my efforts to quickly resolve their error were met with apathy and zero concern. 

Please advise on how your good office can resolve the malfeasance and potential fraud at this company. I am happy to testify and provide documents. And above all I should, as a consumer, be able to prevent a transfer of loan servicing to a company that has cheated XXXX plus customers and paid XXXX XXXX  XXXX in fines. They created fear in our household based on their inept and careless business practice. Sincerely XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX

Company response to consumer: Closed with explanation