Consumer complaint received 2021-07-22
Company: Mr. Cooper Group Inc.
State: CA
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:
The first written communication I had from Mr. Cooper was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from Mr. Cooper or XXXX XXXX until this time. 
XX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again.

I called XXXX XXXX or MR. Cooper every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX and Mr. Cooper and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees. 
At the beginning of XXXX I spoke at length with XXXX from Mr. Cooper and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes. 
The next month, the money was withdrawn from my account on time and I received late fees XXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded. 
XX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and 14 minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back. 
XX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX. 
XXXX Following many joint calls with Mr. Cooper I received a letter from XXXX XXXX  stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees. 
XX/XX/XXXX - MR. Cooper sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary. 
XXXX I received a letter from Mr. Cooper stating that they received my letter of XX/XX/XXXX and Mr. Cooper submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error. 
XX/XX/XXXX I received a letter from Mr. Cooper stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. 
XX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to Research division and completed some forms. She said they would need XXXX business days. 
XX/XX/XXXX - no word from Mr. Cooper. Called XXXX. Left a message. No response. 
XX/XX/XXXX - I spoke with XXXX

Company response to consumer: Closed with explanation