Consumer complaint received 2022-03-13
Company: Mr. Cooper Group Inc.
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Good morning, Correspondence Sent to my XXXX  I received the attached correspondence from Mr. Cooper dated XX/XX/XXXX advising/stating that I need to make my Mortgage Loan Payments before the XXXX of the month to avoid my payment being classified/flagged as late payments. 

This is not consistent with my monthly statements or terms of my Loan with Mr. Cooper dba Nationstar... which clearly states that " payments made after the XXXX of each month or on the XXXX are considered late payments. 

If there has been a change to the terms of the loan for my property, It is my expectation that Mr. Cooper should have provided the new terms formally in writing and by mail, not via the email correspondence received yesterday. 

There is enough stress in life ; Mr. Cooper is continuing to add to my stress by inaccurately reporting my mortgage payments to credit bureaus damaging my credit rating. I have been trying to recover since being downsized by XXXX. 

First of all, Mr. Cooper denied the inaccurate reporting and advised that I needed to provide documentation to prove this ; I did. Mr. Cooper did not move swiftly to correct this issue or resolve this matter. Can this latest action be considered retaliation? Thank God for My ID XXXX XXXX XXXX XXXX who alerted me to this. I will be filing formal complaints with those who regulate the industry. 


Disappointed beyond measure. 
From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX AM To : Research Outgoing XXXX Cc : XXXX XXXX XXXX Subject : Re : Research Reference # XXXX Good morning, To whom it may concern : I am once again demanding for the third time that Mr.Cooper correct the misinformation reported on my account to the three Credit Bureaus . 
Yet the reporting of this misinformation has been repeatedly denied by Mr. Cooper. 

File attached. 

I have not had one late payment since the Modification of my Loan ( with the support of XXXX ) Yet Mr. Cooper has chosen to flag my account with negative comments and misinformation of a missed or late payment when there has not been any since the loan was modified. I have not had a missed payment in 3 YEARS. 

Please update my file immediately or I will be forced to file complaints with : The Attorney General 's Office The Office of Consumer Affairs The Federal Trade Commission The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maryland XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX XXXX XXXX Subject : Re : Research Reference # XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX, XXXX AM To : XXXX XXXX  Cc : XXXX XXXX XXXX XXXX Re : Research Reference # XXXX Good morning, Attached is documentation supporting requested by the Research department with the negative information posted in my credit file by Mr. Cooper. I am sure that you are aware that this impacts my credit score negatively.

I spoke with two Customer Service Representatives XXXX and XXXX yesterday, XX/XX/XXXX. I don't appreciate Mr. Cooper 's Research Department stating that this was not factual, and notations made to my account records that late payments were never reported to any credit reporting agencies on my account ... as if I am making this up in my head. 

Since my Loan Modification, I have not had a single late payment from XX/XX/XXXX to the Present. However, I keep getting numerous email messages monthly and sometimes calls even though I have not had a single late payment in 3 years. 

I will continue to make my account payment between the XXXX and XXXX of the month ; payments are not late until the XXXX of the month. 

Nationstar XXXX Mr. Cooper did everything possible to deny me a XXXX XXXX until XXXX stepped in to help me save my home of 29 years. 

Nationstar dba Mr. Cooper made me take out an entirely new loan, causing me to start from scratch.

Can any of these actions be classified as Red Lining? 

The attached data shows where Mr. Cooper made changes. I would like a formal letter of apology. 

XXXX XXXX XXXX XXXX -home XXXX - mobile

Company response to consumer: Closed with explanation