Consumer complaint received 2021-11-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: ID

Complaint narrative:
I have a mortgage with Mr Cooper, loan # XXXX originated XX/XX/XXXX for a property at XXXX XXXX XXXX XXXX, XXXX, ID XXXX. After losing my job and having vacant apartments due to the pandemic, I requested and received pandemic relief in XX/XX/XXXX. 

By the fall XXXX I was paying my mortgage in full and making extra payments and advised XXXX XXXX that I no longer needed COVID relief. At that point I was less than 2 months behind in my payments. I was advised that I had to call to make payment arrangements. When I called, I was offered three options : pay the past due balance in full, add it to the end of the mortgage or create a payment plan to pay the unpaid balance over six months. I took the last option. On at least three occasions, after long waits, I was asked for income and expense information, the additional amount I was to pay monthly was calculated ( I was already paying more than that amount over my regular payment ). Each time the agent advised me that they needed to verify the plan with their supervisor, would go off-line for some time, advise me they could not reach their supervisor and that they would handle it later and they would be in touch, then nothing would happen until I received more threatening letters about late payments. Each time I called, there appeared to be no notes on file that I had previously called. Finally, on the FOURTH try in XX/XX/XXXX, I was able to create a payment plan. I was now only one payment behind. 

Then I applied to refinance another property. When my credit was pulled by my credit union, it showed me as 30 days past due on my mortgage in both XX/XX/XXXX and XX/XX/XXXX. I called Mr Cooper to ask them to remove this, they refused. I filed a protest through XXXX, it was denied. I called Mr Cooper again and was told that it was because I had used the payment plan option AND that it would not have happened had I continued pandemic relief, paid in full in XXXX or added the balance to the end of the mortgage. And that they had told me this during the application process. They absolutely did not tell me this or I would never had selected this as an option. In contrast, mortgage relief from my other mortgage company ( XXXX ) involved answering a half dozen questions on their website and adding the unpaid balance to the end of the mortgage. No hassle, no long wait times on phones, no financial repercussions. Mr Cooper has potentially cost me thousands of dollars in interest as I have missed the lower interest rates that were available in XX/XX/XXXX and I was unable to buy a home for my brother that we were in contract to pay cash for and as well all know, real estate prices have increased significantly in XXXX. All because my credit score had dropped 20 points below the threshold for the best interest rate available due to Mr Cooper 's actions. The company clearly thinks I am a good credit risk because I regularly receive offers to refinance or get a new mortgage through Mr Cooper I have had mortgages since XXXX and have never previously missed a payment. Thanks in part to my good credit, I have been able to acquire three small multi-family properties with modest incomes and significant equity. Had it not been for Mr Cooper 's derogatory remarks, I would likely now own another property and my cash flow would have improved. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ID XXXX

Company response to consumer: Closed with explanation