Consumer complaint received 2022-07-23
Company: Mr. Cooper Group Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XXXX XXXX XXXXXXXX XXXX sent letter saying Mortgage is being transferred to Mr. Cooper effective XXXX. 
Receive Mortgage Loan statement on XXXX that states I owe {$1000.00}. 
Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. 
Receive Mortgage Loan statement on XXXX that states I owe {$17000.00}. Made a call to Mr. Cooper on XXXX had to leave a message to call back. 
XXXX XXXX called and said that I was still on Pandemic forbearance, in which I told her that was resolved last year, then she said " Congratulations '' and she said everything was fine. 
Receive Mortgage Loan statement on XXXX that states I owe {$16000.00}. 
Receive an " Escrow review statement '' saying that my new Mortgage payment Starting XX/XX/XXXX will be {$1100.00}. 
Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. 
Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. When talking to XXXX Arizona when making the payment I told her that the amount of {$1100.00} was wrong and she told me that I have to call next month. 
Receive Mortgage Loan statement on XXXX that states I owe {$6400.00}. 
On XXXX We received a letter saying that they did not find any error in a payment history and we still owe XXXX payment in which we sent in out bank statement for that month. 
XXXX I called XXXX XXXX to make payment and she sent me to Loss Mitigation to make a payment in which I did for {$1000.00} Receive Mortgage Loan statement on XXXX that states I owe {$6400.00}. 
This email sent to XXXX XXXX : Good Morning XXXX, I received a bill for {$6400.00}. I thought this was resolved. Back on XXXX I talked to to XXXX and she said everything was resolved. Can you please make sure of this ASAP. 
In XXXX we are going to apply for XXXX loans for my Daughter and I can not have this in the way of the application. 
Please reply all to this email. 
XXXX : Left message on XXXX @ XXXX, XXXX, XXXX XXXX : Sent email @ XXXX, XXXX, XXXX Sent another Email on XXXX Rec. this email on XXXX : XXXX XXXX, XXXX, were waiting for the XXXX XXXX to address the issue. Both XXXX and I have submitted requests to review and update the account to reflect the correct next payment due date.

The turn around time is approximately 10 business days. I apologize for any inconvenience this may cause. 
email sent XXXX : XXXX XXXX, XXXX day did you and XXXX submit the requests to review? No Answer Asked again on XXXX : Good morning, What day did you and XXXX submit the requests to review? 
Please reply all to this email answer email XXXX : XXXX submitted both an Escalation to the modification department and to request a modification review on XX/XX/XXXX. 
I submitted another request on XX/XX/XXXX for a modification review. 
Ive also submitted an escalation request to my manager.

I apologize for any inconvenience. Im working on getting the issue resolved as soon as possible. 
XXXX made payment of {$1000.00} Email XXXX : Good Morning, I made a payment today of {$1000.00} and the prompt said I still owe {$6400.00}. I am really starting to get very concerned about this. My wife and I do NOT want it to come down to the last minute before we apply for XXXX loans and get declined of those applications because of this outstanding balance. Tomorrow has been a month and this issue should of been resolved.

Can I please have the name of your manager and his/her direct phone number, so I can talk to he/she about my major concern. 
email XXXX : XXXX submitted both an Escalation to the modification department and to request a modification review on XX/XX/XXXX. I submitted another request on XX/XX/XXXX for a modification review. Ive also submitted an escalation request to my manager.

I apologize for any inconvenience. Im working on getting the issue resolved as soon as possible. 
On XXXX I ask them to call me. Again I asked them to call me on XXXX rec email XXXX : XXXX XXXX, Per our conversation, I will find out what the turnaround time is to get the next payment due date corrected now that theyve determined the cause. 
My Supervisors name is : XXXX XXXX Email : XXXX She is diligently working on a resolution as well as her superiors. Wed all like to see this resolved. 
I apologize for any inconvenience and appreciate your patience. 
This is the email I sent : XXXX XXXX XXXX, I appreciate your hard work to resolve this issue. But my wife and I have been dealing with this since XXXX XXXX and told numerous times it was resolved. My wife received a certified " Notice of Default and Intent to accelerate '' letter saying that we owe {$5300.00}. My wife started to cry. This was upsetting to me. I spoke to XXXX and she told me that there is a " clich '' in the system and it would be resolved. I asked XXXX I need a date ( s ) that this will be resolved and I have not received it. My daughter just graduated XXXX and she is going on to college. If this bad situation is not resolved, it will hinder the application of student loans and I CAN NOT ABSULUTELY have that happen. 
Please email back ( please reply all ) on exactly what is going on and please include dates. 
XXXX received The Loss Mitigation Application in the mail XXXX sent email to XXXX XXXX Received a Mortgage Loan Statement for {$7500.00}. Also late charges of {$29.00} Sent email XXXX : XXXX XXXX XXXX, I received the new bill ( statement ) and it says I owe {$7500.00}. Also, I paid my XXXX statement on XXXX and you guys charge me a late charge of {$29.00}... please explain. I figured out the XXXX business days when this will be resolved and it will be XX/XX/XXXX, do you agree? 
XXXX received " Notice of Default and Intent to accelerate '' letter in the mail Sent email XXXX : Good Morning, It has been 9 business days. Everything has been resolved, correct? 
Sent email XXXX : Good Morning, We received another letter telling us we owe {$6400.00}. PLEASE tell me what is going on. I have been emailing you and I have not received any emails back from you. Please reply all. 
XXXX Sent email to XXXX XXXX Made a payment of {$1000.00}. 
XXXX received " Notice of Default and Intent to accelerate '' letter in the mail XXXX XXXX called me and said to XXXX reverse the book modification and have to re apply the payments. Does not know when completed maybe XXXX business days to be completed. 
Return email from XXXX XXXX XXXX : Per our phone conversation, my manager has changed, her name is XXXX XXXX XXXX you may have spoken to XXXX in the past. 
Her direct contact info is : XXXX. 
As I said we are working to get this issue resolved and I will continue to monitor the situation and let you know the progress. 
I apologize for any inconvenience this has caused. 
If you have any questions or concerns, please let me know. 
XXXX received " Notice of Default and Intent to accelerate '' letter in the mail XXXX received a Mortgage XXXX XXXX for {$7500.00}. 
XXXX XXXX called me and said that there was a XXXX extension was approved on XXXX and the modification got undo and have to redo the modification. There is still no change. 
XXXX made a payment of {$1000.00} to XXXX XXXX that said that XXXX was made on XX/XX/XXXX and there nothing Done. Also, XXXX submitted a credit dispute. 
XXXX XXXX XXXX XXXX XXXX XXXX He called me and said my Modification was rejected. Then he put me on hold and Hung up on me.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation