Consumer complaint received 2021-03-25
Company: Mr. Cooper Group Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This letter is for the purpose of correcting inaccurate information on my Credit Report resulting from serious administrative failures of Mr Cooper XXXXNationstar Bank in the transfer of my mortgage from XXXX XXXX  to Nationstar- Mr Cooper and to inform the CFPB of serious problems with Nationstar-Mr Cooper bank and the treatment of its clients. The mortgage Loan for my home mortgage with XXXX XXXX  was transferred to Nationstar Mr Cooper Bank in XXXX, XXXX without my authorization or consent. Nevertheless, I immediately made repeated and ongoing conscientious efforts to have my payments set up as they were with XXXX where I had been paying biweekly with additional principal from the initiation of that mortgage so my mortgage could be paid off on a prearranged early date I had planned with XXXX XXXX. Unfortunately, the failure of Mr Cooper to properly handle the transfer of my loan and my authorizations to begin biweekly payments, as well as its agents not responding to my communications and requests have resulted in reporting me as being delinquent, despite my repeated efforts to have my transferred mortgage respected and payments processed in the same way as it was with XXXX XXXX  resulted in my credit score dropping over XXXX points. I am XXXX XXXX XXXX, and have never missed a payment to any car or other loan, mortgages or credit cards, and prior to the transfer of my mortgage to Nationstar-Mr Cooper my credit scores were in the range of e of XXXX with the various credit agencies for many years. The details are as follows. I was initially notified by Mr Cooper of the transfer of my mortgage to them to begin in XXXX, XXXX but never received any information regarding how payments would be handled, so I proactively contacted Mr Cooper by phone to facilitate the setup and continuation of my biweekly payments as well as the additional principal I had been paying each month from the inception of my mortgage. In my first call I was told by the Mr Cooper representative that I did not have to do anything and the payment arrangement for auto pay from my bank would be transferred directly to Mr Cooper. As I was aware that my mortgage payments were always paid a month in advance, and what the Mr Cooper rep had told me, I assumed that payments would be transferred on the normal biweekly dates. A few weeks later when no payments had been deducted on the biweekly payment due date from the registered account, I again called Mr Cooper, and was told at that time that what the previous representative told me was not correct and that I would have to sign a direct payment authorization to Mr Cooper to begin the Biweekly payments which I signed and sent on XX/XX/XXXX and ( Attached is a copy of my signed authorization followed by copy of the acknowledgement of receipt of my signed authorization from Mr Cooper website, dated XXXX XXXX, XXXX ). In that conversation I informed the representative, that the payoff date shown on the transfer form and in their website, was incorrect, as I had been making bi weekly payments and scheduled additional principal payments from the initiation of the mortgage and was informed that would be automatically corrected. A few weeks later on XX/XX/XXXX, when payments still had not yet been deducted from the authorized account, I again contacted Mr Cooper by phone and due to the previous misinformation and failure to begin my payments, I requested to speak with a supervisor, and was connected with XXXX XXXX of the Executive Resolutions team. XXXX informed me that as the authorization form, I sent had an error on it, I had to file a new authorization which I sent on that date XXXX XXXX. ( See attached screen shot of my account acknowledging receipt of that authorization ). I also informed XXXX at that time, that the payoff date shown for my loan was incorrect as I had been paying biweekly as well as additional principal each month from the beginning of the loan and requested that she have that corrected which she promised to take care of. In her response e mail to me, dated XXXX XXXX, XXXX, XXXX ( See attached e mail copy ), XXXX XXXX me that she would be the single point of contact until a resolution is found and also stated she would return any voicemails left during this time the same day, neither of which ever occurred. About 10 days later, as I did not hear back from XXXX, and payments still had not been deducted from my account despite the second signed authorization form, I called and left various messages each day that I called requesting XXXX to please call me which never occurred. As a result, on XX/XX/XXXX, I e-mailed her ( included in e mail sequence attachment ) and received no response so on XX/XX/XXXX, I again tried calling with no answer, so again e mailed her on XX/XX/XXXX, ( included in e mail sequence attachment ), as to why payments had not started and my payoff date corrected. Finally, on XX/XX/XXXX, I received a brief e mail response ( included in e mail sequence attachment ), and was informed that my biweekly payment authorization sent in on XX/XX/XXXX, had now expired and I would now have to prepay the loan, which did not make any sense to me as I had sent the both the first and second authorization in a timely manner. I responded with an e mail on XX/XX/XXXX ( included in e mail sequence attachment ), requesting clarification as to what the pre-payment was for, as I had been trying for months to make the appropriate biweekly payments that I had clearly authorized and expressed my frustration at the inability of Mr Cooper in 2 months from taking over my mortgage to have a correct payoff date and to have begun taking the authorized payments and my loss of confidence. I did not receive a response from XXXX until XX/XX/XXXX ( included in e mail sequence attachment ) at which time she time she apologized for the inconvenience and problems that had been created, informed me that they still had not corrected my loan payoff date and informed me that in the 6 weeks she was handling my case that she was unable to get a response from the Mr Cooper department responsible to provide an amortization table and correct the payoff date shown in my loan and suggested I contact them which I found shocking. She also requested I send her my bank statements showing my last payments to XXXX XXXX  which further alarmed me that Mr Cooper in 2-1/2 months of my loan being transferred still did not have correct information regarding my payments and the mortgage transferred to them. She also informed me at that time that despite my repeated efforts to make payments with my previous authorizations, that my account was now 2 months in arrears and that I would have to make a prepayment and sign a new authorization letter as the previous ones through no fault of my own had expired. In all honesty, at that point, after months of making a conscientious effort to make payments, I had lost confidence in Mr Cooper and was hesitant to make payments until the amounts of biweekly payments and additional principal previously paid to XXXX XXXX  were recognized and a correct payoff date was acknowledged by Mr Cooper and I informed her that was a pre-requisite for making any payments which due to the circumstances was totally appropriate. Having heard nothing further from XXXX XXXX since XX/XX/XXXX and none of the authorized Biweekly payments had been taken from my account, I sent XXXX an e mail on XX/XX/XXXX ( included in e mail sequence attachment ), expressing my frustration at Mr Coopers failure to provide correct information regarding my loan and payoff date, failure to take the authorized bi weekly payments when initially authorized, and of my total loss of confidence in Mr Cooper to properly service and respect my mortgage. I also expressed my frustration at the incredible amount of my time I had wasted trying to get things straightened out with limited response from Mr Cooper, that would never have been necessary if my loan had not been transferred without my authorization from XXXX XXXX or if Mr Coopers bureaucracy and agents were able to respond in a timely manner to beginning my payments and providing me with accurate information. At that point I reiterated my willingness to make all outstanding payments once Mr Cooper recognized a correct payoff date with a corresponding amortization table requested for months without success. I never heard back from XXXX, including any response to phone messages left on many occasions up until recently. Finally on XX/XX/XXXX, 3 months after first requested, I received an amortization table by e mail with a correct payoff date recognizing my bi weekly payments and additional principal paid until transfer to Mr Cooper. I again tried to call XXXX at the direct number she had given me with no answer. Shortly thereafter I was contacted on the phone by XXXX XXXX of the escalation department at Mr Cooper and I explained to her the history of the situation and my frustration and told her that now that the payoff date was corrected, I would like arrange for all outstanding biweekly payments to keep my loan on track for the original early payoff date I had planned for payoff of my mortgage and informed her that adequate funds were in my account to cover those payments. She told me, that she would see what she could arrange and promised to get back to me and was hopeful at last this would be resovled. As I did not hear back from XXXX regarding her offer to help finalize the situation, I E-mailed her on XX/XX/XXXX ( included in e mail sequence attachment ), reiterating my willingness to pay-off the outstanding balance and that I was awaiting her response. I tried calling her direct line number she had given me on a number of occasions and left voice messages but she never responded. As a result, on XX/XX/XXXX, I called Mr Cooper and spoke with XXXX XXXX who told me the only way to restart the biweekly payments was to pay off the outstanding monthly payments for XXXX, XXXX, and XXXX and that I should prepay XXXX and XXXX so they could begin my biweekly payments which required me for the third time, to sign a biweekly payment authorization form. I arranged the full payment at that time of {$10000.00} with a direct transfer from my Bank account to cover the past, current and future months to allow time to set up the biweekly payments, and submitted for the 3rd time the biweekly payment authorization form to of Mr Cooper. I was told by XXXX, that with that payment which included prepayment of XXXX, my first biweekly would be on XX/XX/XXXX, which has also not been honored, as it appears despite having prepaid XXXX, XXXX, biweekly payments began on XX/XX/XXXX, so in effect I am making payments 2 months in advance. The gravest problem as this time is that in reviewing my most recent Credit reports, I see that my Credit rating has dropped over XXXX points as a result of the problems and bureaucratic failures of Mr Cooper and its representatives and not taking my authorized payments in a timely manner and would like this corrected..

Company response to consumer: Closed with explanation