Consumer complaint received 2020-06-13
Company: Mr. Cooper Group Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as a courtesy for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers. 

YousaidmynewSinglePointofContact ( SPOC ) XXXX. 

XXXX. 

Theforbearanceplanwasterminatedearlyduetothepoorguidanceandassistanceofyourcustomerservicereps.AndIdidnotreceivetheappealletterinduetimetostoptheforbearancefromcancelling.Theygavepoorinformationandnoresponsewhenreachedoutto. 

XXXX faithsinceallpaymentswerepaidinfullafterthemiscommunicationbyrepswererealized. 

And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud. 

I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment as a courtesy for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times. 

Remove credit disparagement for XXXX as a courtesy for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue. 


Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying ony {$980.00}. Out of so much poor communication with your reps and callousness for how you treat customers despite y'alls errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted $ {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times. 

ATTACHMENTS Nationstar missed payment 1.png ( 124.6 KB ) XXXX

Company response to consumer: Closed with explanation