Consumer complaint received 2023-05-24
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
**Note : A PDF of this letter is attached** Re : Complaint - Loan Number XXXX - Mr. Cooper Loan Servicing ( Formerly Nationstar ) To whom it may concern : My name is XXXX XXXX XXXX and I first want to thank you for reading this message. 

Due to a technical problem outside Mr. Cooper 's control, my XX/XX/XXXX payment was unpaid. 

However, due to servicing error on the part of Mr. Cooper, I was not awarded the opportunity to correct this issue in a timely fashion to prevent this issue from being resolved before a 30-day late payment hit my credit and was charged a second late fee. 

XXXX XXXX  XXXX Guideline [ XXXX ] states that Mr. Cooper should have sent a Payment Reminder Notice on the XXXX day of delinquency, with specific criteria. ( Attachment 3 ) I have opted into paperless notices and agree [ d ] to receive all of [ my ] account communications electronically. ( Attachment 4 ) Mr. Cooper did not send a " Payment Reminder Notice '' electronically on the XXXX delinquent day, and no notice has been posted in the online portal. ( Attachment 5 ) On XX/XX/XXXX, I sent a letter to Mr. Cooper detailing these issues ( Attachment 1 ). Mr. Cooper acknowledged receipt of this letter on XX/XX/2023, and responded on XX/XX/2023 ( Attachments 2, 2a, and 2b. ) In their form response, they mention sending statements on XX/XX/2023, and XX/XX/2023, both of which are not Payment Reminder Notices and do not comply with the servicing guidelines that state these documents should be titled " Payment Reminder Notice '' and be sent on or before the XXXX day of delinquency. Mr. Cooper 's response did not address the failure to include the Payment Reminder Notice. '' Their response also mentions sending emails on XX/XX/2023, XX/XX/2023, XX/XX/2023, and XX/XX/2023. However, none of these emails are titled " Payment Reminder Notice, '' and none meet the criteria listed under D2-2-03. Additionally, XX/XX/XXXX, is not an actual date. 

During XX/XX/2023, Mr. Cooper bombarded my inbox with 14 emails, the vast majority of them refinancing messages. None of these messages met the requirements listed in the XXXX XXXX guidelines for a Late Payment Letter, which include : State a desire to work with the borrower to preserve homeownership. 
State the amount of late charges that are due, if applicable. 
Explain that the borrower can seek assistance with household budgeting at no charge from HUD-approved housing counseling agencies that can be found on HUD.gov. 
Inform the borrower about the availability of additional educational resources on XXXX XXXX consumer website. 

Furthermore, Mr. Coopers Electronic Document Disclosure states You may obtain and print a paper copy of an electronic record through the statements section on the website. No such late payment notice was posted to the statements section of my online account. In fact, the statement section of the Mr. Cooper online portal listed above includes an FAQ section. The first question on the FAQ references Payment Reminder Letters. ( Attachment 5 ) Q : Why Did I Receive a Payment Reminder Letter? 

A : If we havent received your payment by the time your grace period ends, well send you a letter to let you know that additional fees may be assessed. Remember that we offer a wide range of payment options, including making your payment online. 

Mr. Cooper made an error by not properly sending the Payment Reminder Letter. Based on the information listed on their FAQ, it appears to be a normal practice to send Payment Reminder Letters. However, Mr. Cooper failed to send one to me. I was harmed by XXXX XXXX failure to follow XXXX XXXX servicing guidelines and their own Electronic Statements Disclosure regarding the Late Payment Notice. 

I ask that Mr. Cooper take the following appropriate actions to rectify this issue caused by their servicing error : ( 1 ) Crediting the second late fee in the amount of {$79.00} ; and ( 2 ) Deleting the 30-day derogatory mark from my credit record. 

Best regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation