Consumer complaint received 2020-05-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (FL)

Good day I sent this letter Via MR Cooper Internal Messaging on XX/XX/XXXX minus the personal information per your instructions. 
Research Reference # Research and Response Dept I would like to revisit this situation of Mr. Cooper reporting a late payment for XX/XX/XXXX. I am also going to CC the Consumer Financial Protection Bureau as well as XXXX, XXXX and XXXX. I am attaching my payment history with Mr. Cooper/Nationstar showing my history since XXXX. 
The report shows a missed payment per Mr. Cooper, but I want to explain why. I have been trying to get this resolved since XXXX of XXXX. I sold one of my properties in XXXX of XXXX and immediately paid {$130000.00} additional Principal that month of XX/XX/XXXX. See below and attachment. 
Additional Principal XX/XX/XXXX {$99000.00} Additional Principal XX/XX/XXXX {$30000.00} Additional Principal XX/XX/XXXX {$5000.00} Also I paid additional Principal of {$3000.00} XX/XX/XXXX. See Below and Attached. 
Additional Principal XX/XX/XXXX {$3000.00} I was shocked to be notified that I had missed my payment in XXXX of the same year XXXX. 
I confirmed with three different representatives of Mr. Cooper that my Auto Pay was never shut off and is still on as it has been since I have been making Auto Pay payments for many years. 
The three Mr. Cooper Representatives were : 1 ) XXXX XXXX on XX/XX/XXXX 2 ) XXXX on XX/XX/XXXX 3 ) XXXX on XX/XX/XXXX They all confirmed my Auto Pay has never been shut off and there was never an attempt to take my payment from my bank which is XXXX XXXX ( XXXX XXXX XXXX ) I had just paid {$130000.00} Additional Principal in XX/XX/XXXX and {$3000.00} Additional Principal in XXXX of XXXX. This is on top of my Normal $ XXXX Monthly Payments. 
I have always chosen auto pay order to help keep my credit score the best possible. When I made payments of over {$140000.00} of my Principal in the first 6 months of XXXX, my credit score hit XXXX. 
When Mr. Cooper did not utilize my Auto Pay in XXXX of XXXX, my credit score plunged 100 points. 
I really would appreciate having the late payment removed considering this new information I am supplying. My bank ( XXXX ) also confirmed there was never an attempt from my bank account for this mortgage payment. 
I would like to reiterate that Mr. Cooper customer service confirmed that there was an internal system error or glitch and there was never a XXXX payment taken from my XXXX XXXX account, and the three Mr. Cooper Reps confirmed my Auto pay has never been shut off. I swear by Auto pay on everything and would never not have auto pay or would ever shut off any of my auto pays. 

I told Mr. Cooper I would be copying The Consumer Financial Protection Bureau as well as XXXX, XXXX, and XXXX. 

UPDATE XX/XX/XXXX Mr. Cooper responded with this response. 
From : Mr. Cooper Customer Service To : Me Thank you for contacting Mr. Cooper. 

We apologize for the less than satisfactory customer service experience you received and appreciate you bringing this matter to our attention. We take all matters seriously and have forwarded your request to our Research Department for further review. A letter of acknowledgement will be sent to you from our Research Department within 5 business days. 

We apologize for any inconvenience this may have caused and appreciate your patience while we resolve this issue. 

Should you have any additional questions regarding your account or to view details about your loan summary and recent account activity, visit us online at www.MrCooper.com. You will have immediate access to : Frequently asked questions A full payment history Escrow information Automatic payment enrollment Mortgage Loan, Escrow Account Disclosure, and Tax and Interest Statements As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly by clicking on the mail icon in the top left of your Mr. Cooper online account or you can call our Customer Service Department at XXXX. 

Sincerely, Research and Response Department Mr. Cooper