Consumer complaint received 2023-02-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
I'd went through a divorce for a year-and-a-half. I informed the bank that my husband abandoned the marital home in XXXX and asked for him to be removed. They said they had to have a bank account with just my name on it, for one year, to remove him from the title. I did that, in XX/XX/XXXX. I always pay online and the state of my mortgage loan is my # 1 priority. I was awarded the marital home through divorce on XX/XX/XXXX, as we had a previous legal document that this was to transpire, as I put down the entire payment for the home and also cleaned up my ex 's credit from my own inheritance. The court order states that I'm to remove him from my mortgage within five years. In XXXX, I made a payment for my mortgage, and continued to do so in XXXX. In XXXX, it occurred to me that on the mortgage app, it says my mortgage wasn't paid in XXXX of XXXX. I called the bank and a girl named XXXX said that the payment was returned. I told her that no one called me to report it, as they would for previous concerns, and she said I was placed on a " do not call '' list, and said she would remove that feature, to ensure if something should happen again, that I would be contacted. This was after three times I called and spoke to three very XXXX people, who said they wouldn't help me, as I was concerned about now my credit report. They told me nothing could be done. When I spoke to XXXX, I said I'll make payments for the remainder of the year now, and please request for that to be removed, as this was also an oversight on the bank. She told me ( unlike the previous three bank calls to them ) that I have to send an email with the request. I will include the paper trail of all of them, which overall became three emails. Today will be four, because I had another issue with payments and the bank. The bank also did not pay my homeowners insurance to my new company, and the company dropped me. It turned out that Mr. Cooper paid the previous company, so without knowing, I did not have any lapse in coverage. When I asked the insurance department why this happened, I was told, " Though not an excuse, we are extremely short-staffed here. We did receive their invoice and termination letter, but no one read it. '' Unacceptable. I was able to manage to convince the new company to forgive me, and had to constantly monitor the mortgage company, to ensure payment. I've also had an issue with them putting my address as something incorrect on the loan. They took my loan from a previous bank, and wrote the entire thing in wrong. XXXX told me to include that information in the email and I did, along with my tax bill and my drivers license. They refused to update their oversight, instead blaming me and the township and requesting very unreasonable documentation to correct their own mistake. They also said reporting the credit concern was justified, without reflecting on why this was a concern and how badly I was trying to work closely with the bank and be in good standings. On XX/XX/XXXX I emailed Mr. Cooper to address again the non-communication of the rejected payment, so I could address it immediately ( I thought I was making on-time payments, thereafter ), again the address error on their part, my upset with their disconcern with my credit, XXXX, and payment information, and today is XX/XX/XXXX. I haven't heard a thing. On XX/XX/XXXX, I paid XXXX 's mortgage on the same app I use, from that same, solo bank account, for 2 years. I received 23 confirmation emails from Mr. Cooper, that they received my payment. I'm attaching screenshots. This was obviously concerning to me, so I since constantly monitored my checking account to make sure they didn't attempt to make insanely more than 1 mortgage payment. They didn't take any mortgage payment out, and I ensured everyday, that the {$2000.00} I pay, was readily available in my checking account. I again looked today, and it wasn't withdrawn, and I also saw that in XX/XX/XXXX, Mr. Cooper charged me multiple late payments, knowing I paid three months in advance. I called today and spoke to XXXX, who said her manager was going to call me about this, stating the lates were XX/XX/XXXX, not XXXX, and I said that's not what the app says and that's again false, as I prepaid XXXX as well. Upon further review, XXXX said that my bank account says it's closed. I said it is not. She mentioned my previous checking account that I removed two years ago, and I said that I removed that and that I posted to remove it from my account ending in XXXX, as it has for two years now. XXXX said, she would also mention it to the manager because they have been " having payment issues. '' She then took my XXXX payment today, now after the month, and I asked for her notes to reflect this error, and that they AGAIN did not write to nor call to contact me about this, that this is ME initiating to THEM, my concerns about ensuring on-time payments both for my mortgage and that we had a homeowners payment issue as well. She said she documented this and that a manager would have to call me. I asked when today she would contact me, and I was asked, " Oh you want a call today? '' OF COURSE I DO! These people are absolutely ruining my life. They refuse to work with me on any level, they have now gone past the timeframe to address my most recent email on XX/XX/XXXX, their own words, in accordance with the XXXX XXXX XXXX XXXX XXXX, as it's been well after 30 business days, federal holidays included, and they did not request an extension, per their own notes and policy. I am not only concerned about my credit, this also impacts my ex-husband 's credit too, but I can't remove him due to these false notations about my non-attempts to pay on-time, but any other bank won't be able to help me and take over my mortgage with these descrepencies either. Not only has my score gone down because of that late report from XX/XX/XXXX, not one month since, have they reported the on-time payments. So that has drastically reduced my score as well. What's so upsetting is that I chose the bank that I wanted to work with when I bought my home 4 1/2 years ago, and without a say, I was sent to Mr. Cooper and they've made the past year an absolute nightmare, on top of going through a painful and expensive divorce. I will be happy to share the emails and letters sent to them for your records. Please help! Thank you for your time.

Company response to consumer: Closed with explanation