Consumer complaint received 2021-10-26
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (CA)

BACKGROUND For decades, Ive paid my home mortgage using auto-pay, paying each months loan in full. Ive had at least three different mortgage companies for my home loan due to the mortgage being sold to other servicers. My current mortgage lender is Nationstar/Mr. Cooper. I have an exceptional payment history and, until this event, have never missed a single payment. 

I work full-time as a nurse in a public school. During the pandemic, we had to work remotely. So I relocated to a small town. 

XX/XX/2021 : I decided to use a different bank account-still within XXXX XXXX-to pay my monthly payments. Using Nationstar/Mr. Coopers online system, I carefully entered all of the information required to change the account. It was accepted. 

Mid-XX/XX/2021 : I went back home and checked my mail : there was a letter from Mr. Cooper notifying me of two missed payments : XXXX and XXXX. I immediately called and asked for a supervisor to find out how this could have happened and to rectify the issue immediately. I spoke with XXXX XXXX, a very kind customer service specialist. On XX/XX/XXXX, she assisted me in transferring funds to cover the two missed months and to make sure auto-pay was resumed. 

Some days later, per my request she followed up with me about why this situation happened. She explained that Mr. Coopers online system had not processed the new account number ( something to do with an extra digit? ). She apologized and removed the late fee and penalty fee but only for the XXXX payment. I urged that ( a ) the fees for XXXX also be excused as the missed payments were caused by their error, and ( b ) this situation should not be reported to any credit bureau. She said she would look into these matters. Unfortunately, she never responded to my numerous email and phone messages. 

For the next few months I called several times talking to different agents about removing the late+penalty fees for XXXX ( {$130.00} ). In late XXXX I spoke to an agent who said that she was able to remove it but that it would take a few days to show up. A few days later, I called back and spoke to a different agent, only to find that it had not been removed. I was appalled. 

DECEPTIONS and COVER-UPS On XX/XX/XXXX, I reported Mr. Cooper to the XXXX XXXX XXXX ( XXXX  ). Nationstars responses contain numerous deceptions. 
( 1 ) Attachment 1 ( e ) : For security and confirmation the correct account number is being entered you are prompted to enter the account number twice and unfortunately the account number entered was invalid. [ confusing sentence ] This statement confirms that it was their system error. Their system should have noted that the account numbers that I entered did not match. But, clearly my entries did match because their system accepted my entry. 
( 2 ) Attachment 1 ( b ) : They reported that my bank issued an NSF on XX/XX/2021. I never received this and it is not noted on my XXXX XXXX XXXX statement ; ( 3 ) Attachment 1 ( c ) : They said they sent a letter addressing my concerns. The letter that I received ( Attachment 2 ) states, Our records indicate that this account has [ sic ] not reported to the credit reporting agencies in a negative manner for the month of XX/XX/2021 .... But I never inquired about the XX/XX/2021 payment ; I had inquired only about the XXXX and XXXX payments. This is just one example of their carelessness and flippancy. 
( 4 ) Attachment 1 ( d ) conceals the truth by saying We were unable to substantiate that Ms. XXXX confirmed that there was an error on our end during her calls with you. They record all of their calls and could reference them by employee and/or customer. 

They also claimed to have made pre-recorded collection calls to me on 5 occasions between XXXX XXXX and XXXX XXXX. I did not receive any of them, possibly because they called a landline number or an erroneous number. 

Nationstar/Mr. Cooper is an avaricious and unethical company with communication practices that leave much to be desired. It is no wonder that there is a {$73.00} XXXX judgement against this company [ XXXX : XXXX ] I recently received a mass mailing signed by XXXX XXXX , Chair and CEO of Cooper addressed to the Mr. Cooper Family . It goes on to say... let me just say how happy I am that youre here.I know its been a tough year for so many people. But I want you to know -- now more than ever -- that weve got your back. As a Mr. Cooper customer, youve got an entire team behind you. Yes, an entire team fighting a negligible fee of {$130.00}. A fee that should have been canceled months ago. Mr. XXXX, my intent is to seek justice, not just on my own behalf, but for all of the others who have been similarly abused and dismissed.