Consumer complaint received 2020-10-05
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
You acknowledge your SPOC did call me back attentively to help avoid this payment issue contrary to what you and others have stated previously without evidence. You acknowledged she also did not leave a voicemail like a responsible agent would do. So the previous replies to my complaints were lies, which is why we are now on a 7th/8th request. Now what are you all doing to make up for this customer service issue other than refusing to help a clients record which financial institutions can do, especially if it was a result in part to your financial institutions negligence, poor customer service and communication?

8th Request I have five questions I look forward to hearing answers to. 1 ) Why were outbound attempts not approved till XX/XX/XXXX when I called my SPOC several times with questions in XXXX of XXXX? 2 ) Why would you give an SPOCs contact information in letters to customers including the winter of last year to reach out to them with several voicemails and they never answer the phone for incoming calls? 3 ) But then say that they also cant make outgoing calls? You ignored my question that I asked before. 4 ) Repeating again, if XXXX called me on XX/XX/XXXX did she leave a voicemail? 5 ) Where is your proof? I have no record of a missed call or a voicemail from XXXX. I did not receive calls for help before XXXX XXXX. Please remove the DNC now that you just made that up as an excuse a month or so ago way after you all gave so many other poor excuses. Also please go back to my previous questions below, copy and paste the questions with your direct answers next to them to keep things organized. 5th request 1 ) The company doing the same problems that led up to this mess. They are not listening and sent repeated information ( dated XX/XX/XXXX from the 4th request and XX/XX/XXXX from around the first request ) despite me giving them a rebuttal that their response to the 4th and 1st request was irrelevant. Instead of trying to listen, empathize and problem-solve for customers during these pandemic times. You said XXXX tried to call me on XX/XX/XXXX and it went to voicemail. Did she leave a voicemail? Do you have proof? I have no evidence or call history that she called me nor left a voicemail. Your company has lied and manipulated many times. How do we know this is not another attempt? 2 ) And a do not call is another poor excuse instead of problem solving. That was in relation to marketing and I still have gotten calls after that request regardless. After 5 attempts you are now just bringing up a do not call block on the account in XXXX, but I have received calls from your new associate since then who can not do anything buy relay information that you all have decided. Not give you information and feedback to improve or resolve. You said the online figure is due to late fees then admitted that were no late fees. So why total due discrepancy between online and statements? Why was the online inaccurate and caused me to pay more than I needed to despite several calls to clear things up with your customer service? 4th request : 1 ) You all repeatedly wanted me to reach out to my SPOC but they did not respond. And then when I ask repeatedly for them to reach out to me, and you all say they will, they don't and a new excuse after the fact is made they can't make outbound calls and pandemic business. But I've received outbound calls from an SPOC in the past. And it doens't make sense if I reach out to her and leave a voicemail. How will she return the customers call for excellent customer service if they can't make outbound calls? In addition, I wasn't getting called back about my concerns before the pandemic businesss. 1.5 ) 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 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. You said my new Single Point of Contact ( SPOC ) was contacted by you all on XX/XX/XXXX to respond to me since XX/XX/XXXX. I have still not heard anything from her. She is doing the same problem as the last representative poor responsiveness and care for your customers to educate and assist them. You said you did not receive a payment from XXXX to XXXX. But you did not mention the poor communication from your phone agent that miscommunicated I didn't have to make a payment while on forbearance basically without repercussions. And while you did not receive a payment from XXXX to XXXX no notification was sent regarding hurting my credit or even a return call from the original SPOC when I reached out to her for guidance and assistance in XX/XX/XXXX and many attempts after in XXXX. The forbearance plan was terminated early due to the poor guidance and assistance of your customer service reps. And I did not receive the appeal letter in due time to stop the forbearance from cancelling.They gave poor information and no response when reached out to. My credit report still shows more than one payment behind as reported. And the one for XXXX should be removed as goodwill and good faith since all payments were paid in full after the miscommunication by reps were realized. 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 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 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 2 ) You all should have the name, date and time of call. You all should have the technology, compliance, management and oversight to have this followed-up upon. In fact, I was told by others that they already found the call and reviewed it. Why am I hearing 2 different stories from Mr. Cooper all of a sudden? 3 ) You said the online payment due included late fees but then said there were no late fees. Huh? So miscommunication again on you all 's side resulted in paying an over-payment that was not needed. This explanation you give now, why was it not provided BEFORE I made the unnecessary payment? 3.5 ) 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 only {$980.00}. 4 ) The escrow analysis was faulty. That's why y'all had to send an updated escrow analysis with the due amount changed. And your system should have been customer focused and gave the option or already knew to apply that escrow amount to the escrow bill, not mortgage payment. 5 ) Out of so much poor communication with your reps and callousness for how you treat customers despite y 'all 's 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.

Company response to consumer: Closed with explanation