Consumer complaint received 2023-08-04
Company: Mr. Cooper Group Inc.
State: AZ
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: Problem with personal statement of dispute

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXXowa XXXX Subject : Complaint Regarding Improper Mortgage Loan Transfer and Resulting Credit Penalty To Whom It May Concern, I am writing to file a formal complaint against XXXXXXXX XXXX  XXXX XXXX XXXX and XXXX XXXX - Mr. Cooper regarding the transfer of my mortgage loan and the subsequent credit penalty that has been unfairly imposed on me. I believe that both banks mishandled the mortgage transfer process, resulting in detrimental consequences on my credit rating and financial well-being. 

Loan Details : Loan Number : [ Your Loan Number ] Original Lender : XXXX XXXX XXXX XXXX : Mr. Cooper Timeline of Events : In XX/XX/XXXX, my mortgage loan was transferred from XXXX XXXX to Mr. Cooper. Notification of this transfer was mailed to my previous address which never got forwarded to me. They also called an incorrect phone number, so I never received the communication from XXXX XXXX or Mr. Cooper. 

During this time, I had set up automatic payments for my mortgage with XXXX XXXX to ensure timely payments. This setup was in place at the inception of the loan with XXXX XXXX and through XX/XX/XXXX to XX/XX/XXXX. 

However, during this period, my payments to XXXX XXXX were rejected and not processed properly. I was not informed about this issue, and there was no communication from XXXX XXXX or Mr. Cooper regarding the payment rejection. Any communication was sent to an old address and phone call to an incorrect number resulting in me being unaware of this issue. 

As a result, my credit history indicates late payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX which was reported by Mr. Cooper ( transferee ). This unjust credit penalty has led to severe consequences, including the potential disruption of my upcoming home closing scheduled in just XXXX weeks ( XX/XX/XXXX ). 

Complaint Details : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX failed to ensure that my automatic payments were processed correctly during the transition. Their lack of communication and failure to notify me about the payment rejections has led to unjust late payment reports on my credit history. 

XXXXXXXX XXXX - Mr. Cooper : Mr. Cooper, as the new servicer, bears responsibility for ensuring a seamless transfer process. Their failure to properly manage the transfer, communicate the payment issues, and rectify the situation and reporting this issue as late payments has directly contributed to the negative impact on my credit score. 

I have made efforts to address this issue with both XXXX XXXX and Mr. Cooper, but both institutions have been unresponsive and unwilling to take responsibility for the credit penalty that I am now facing. This credit penalty not only affects my financial stability but also jeopardizes my ability to close on a home in just XXXX weeks. 

I kindly request that the Consumer Financial Protection Bureau intervene in this matter and investigate the improper mortgage transfer process and the resulting credit penalty. I am seeking a fair resolution that includes the removal of the unjust late payment reports from my credit history and any necessary steps to repair the damage caused by this incident. 

I can provide any relevant documentation to support my claim if needed, including correspondence with Mr. Cooper, as well as credit reports reflecting the erroneous late payment reports. 

Thank you for your prompt attention to this matter. I trust that the Consumer Financial Protection Bureau will work towards a just resolution that upholds consumer rights and ensures a fair and transparent financial system. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation