Consumer complaint received 2020-06-07
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: Mr. Cooper Group Inc. (TX)

Complaint:
To Whom This May Concern : Hello, and we hope this finds you well during this time. The reason for this letter is to share an experience that my husband and I recently endured with Mr. Cooper/Nationstar Mortgage, and to ask for help with a resolution with the same. We find the situation to be very anti-consumer, especially for such a known presence in the mortgage marketplace ; we were not communicated with about the issue, and would have resolved it immediately had we known. 

Last month, we made a decision to create an online portal so our mortgage information was more easily accessible. We had been quarantined for 52 days, beginning in early XXXX, 6 hours from our home, for the safety of our family ( one of us has a chronic XXXX ) and were not receiving bills in the mail. We continued to make timely payments on our accounts. To help with fluid communication concerning our account, a portal was created for our Mr. Cooper/Nationstar Mortgage account ; we were surprised to see that there was a request for additional funds for over XXXX. 

As you can imagine, this sparked concern, and upon doing research, we found that the XXXX payment for our mortgage was not received. In fact, we did not know that this payment was not received, and had been making payments on our account each month based on required payment amounts. 

Had we known of the issue, we would have made arrangements earlier than XXXX to resolve the situation. Had we realized, had we been told and communicated with from Mr. Cooper/Nationstar Mortgage that we had missed a payment in XXXX of XXXX, then we surely would have taken care of the issue in a very timely manner ; immediately, in fact. However it was our discovery after opening the portal in XXXX, that we realized the situation at hand. 

When I made a call to Customer Service this week, they insisted that phone calls were made, but I have no record of that occurring, and do not believe that that can be a substantial communication effort on behalf of Mr. Cooper for such a large issue. Is that considered a lawful and successful mode of communication? 

This is very anti-consumer, and we wish that we would have been communicated with effectively. As my husband and I are looking to purchase a new home for our growing family ( we have XXXX children, including a graduating senior, and a toddler ) ; because of this situation, our credit is not reflecting what it should. In fact, our credit is reflected by Mr. Cooper as such that we had late payments for both XXXX and XXXX of XXXX ; this was not the case. 

We need the credit report to reflect the truth ; timely payments were made each month of XXXX. The month of XXXX was the month the payment was not received, and as soon as that was known, that was resolved. We need documentation showing all of the above, and then we can move forward, which is something our family needs in a very sincere way. 

During such times as these, we ask for help in this situation, and know that we are viable, educated and care very much about our community. We would like to have the situation resolved as described above, and that a review of the communicative process with consumers, during pandemics and outside of them, be reviewed per situations as pertinent as these. 

Thank you for your time and attention, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation