Consumer complaint received 2021-10-18
Company: Mr. Cooper Group Inc.
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2021, there was a problem with the overdraft protection feature of my XXXX bank accounts. Although I had ample aggregate funds in my XXXX accounts, one sub-account that was dedicated to regular recurring payments had insufficient money due to an incomplete transfer between my accounts. I was supposed to have overdraft protection linking these accounts but it failed to work. Upon notification, I immediately funded the deficient account. 

I later called XXXX Banking to ensure that everything was current on my account, and to inquire why the overdraft protection failed. The XXXX Banking agent informed me that the overdraft protection had not been correctly linked by the bank. XXXX refunded all of the NSF fees and attempted to correct the missing overdraft link. The XXXX agent noted there was a technical glitch that prevented her from immediately correcting the overdraft protection link but put in a work request to have that fixed. I specifically asked the agent to review the entirety of my account, including my mortgage, to determine if anything else needed attention. My mortgage is also with XXXX ( Nationstar sub-servicer ) and I asked to review the account ( my mortgage is one of the accounts listed on my main account page ) to see if there was anything else that needed to be corrected, and to make sure that my account was current. She assured me that everything else was indeed current and that my autopays were still in place etc. 

Based on the information given to me by XXXX I believed that the problems had all been rectified. However, on XX/XX/2021 I received notice from one of my other banks that my credit score had dropped 91 points. 

I immediately called XXXX and was passed to the Mortgage Department, who informed me that I had previously been given incorrect information by the original agent. There was still a problem with my XXXX mortgage because the XX/XX/2021 payment had never been re-attempted. While my autopay paid as normal from XXXX onwards, the XXXX payment had not been re-processed after we resolved the account linkage issue. Therefore, there was still one month that needed to be made up. I asked why I had not received any kind of early intervention in regards to the late payment. I have a secure message center both in XXXX Banking and in XXXX Mortgage and there was no notification posted there ( images available ) and there was nothing in my XXXX Mortgage notifications ( images available ). In addition, I had received email confirmation ( image available ) that my XX/XX/2021 mortgage payment had been posted, but after the agent worked with me to resolve the account linkage issue, there was no further communication or e-mail confirmation to inform me that there was an outstanding balance for XXXX. Based on my conversation with the XXXX agent and my manual transfer of funds into the account, I fully believed ( and had been told ) that my accounts were all up to date and current. 

I asked why I had not been contacted via phone as I have several numbers listed on my account and I was told that they tried to call my office number ( as opposed to my two home phone numbers in my XXXX account ) but did not leave a message. The representative stated that they sent a letter which I never received. I asked if there was any tracking information, signature or certified mail for this letter and was told that there was not. 

I immediately paid the outstanding balance. Since it was XX/XX/XXXX I now had a " rolling late '' of two months due to one payment. I was then referred to the Executive Resolution Teams both at XXXX XXXX  and XXXX Mortgage ( Nationstar ). I had extensive discussions and opened up an initial inquiry. I followed up with a credit dispute claim based on the fact that my overdraft protection was not correctly set-up by the bank, that I received false/misleading information in the first call with the XXXX agent indicating that my accounts were current when they were not, and that there had been no good faith efforts made to establish live contact with me through the multiple channels of communication available. Both XXXX Banking and Mortgage have binding legal obligations to not provide false or misleading information in the course of a debt collection, and to make good faith efforts to establish live contact with the customer in these situations. I received a notice that my phone inquiry for a credit dispute was denied. 

My fiance and I are shopping for a new house and had found home but because I have this issue on my credit I have been told that I am going to be unable to get a mortgage no matter the amount of down payment or the amount of assets I have.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation