Consumer complaint received 2025-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: LA

Complaint narrative:
We closed on our home on XX/XX/XXXX. We understood that our loan would be serviced by XXXX XXXX XXXX. In XXXX we started to receive mailed information from Mr. Cooper informing me that our payment was late. I was not aware of who Mr. Cooper was at the time, so I thought it was spam mail. Our first payment was due to XXXX on XX/XX/XXXX in the amount of {$2600.00}. We were not provided the first payment stub, and I had to request another stub. By the time I received it, it was after XX/XX/XXXX. I sent the check as soon as I could to GMFS. Per the bank records, it was received on XX/XX/XXXX and cashed on XX/XX/XXXX, still within the XXXX window. I have made our payments on time since. 
We continue to receive documents from Mr. Cooper stating that we were behind on our payments. It was not until XX/XX/XXXX when we received documentation from XXXX, serviced by XXXX, that our loan was being transferred to Mr. Cooper. At that point, I began to communicate with Nationstar DBA : Mr. Cooper to ensure that our payments had been received. We clarified at that time that Mr. Cooper had not received the first check, but the research team was aware and would take care of the issue. I submitted records from my bank showing that I not only made the payment, but it was accepted by GMFS. I was told in XXXX that I had supplied the needed documentation, and the issue was now between XXXX and Mr. Cooper. I received notification from the XXXX team that it was being looked at. 
I have continued to receive robocalls since then reminding me to make payments because I was considered behind on my payments. I have called Mr. Cooper several times, and each time they informed me that they were aware of the issue per the notes, and that I didnt have anything to worry about because if XXXX was aware of it, they would take care of the issue. At the beginning of XXXX, fees were added to my account. 
On XX/XX/XXXX, I contacted Mr. Cooper again to address the issue. The representative from Mr. Cooper contacted XXXX while I was on the phone, and it was determined ( again ) that the issue was the first payment was never sent to Mr. Cooper. During the phone call, the representatives expressed disagreement on who owned our loan and when. XXXX serviced by XXXX states they owned our loan until XX/XX/XXXX, and Mr. Cooper believes they took ownership of our loan in XX/XX/XXXX. Neither representative could explain how both companies could own the loan at the same time. The representative from XXXX stated that they rightfully accepted the payment given they owned the loan at the time. 
I have been in regular contact with both companies via email and phone since this communication on XX/XX/XXXX. I informed them that I would be filing complaints on both parties if this could not be resolved in a timely manner. On XX/XX/XXXX, I received word from Mr. Cooper stating that they could not locate the first payment that we made and that our account would be considered delinquent. At this point I reminded them via email that I would be filing a formal complaint because I had provided the evidence that we had made the payment and that the issue was between the companies. 
On XX/XX/XXXX Mr. Cooper submitted our account as delinquent to the creditors and sent me a communication that they had been trying to reach me by phone. I answered every call that indicated it was from Mr. Cooper. These were either robocalls or disconnected when I answered. I contacted Mr. Cooper immediately when my husband alerted me to his notification about his credit report. I spoke with a representative who stated that she would file a dispute on our behalf, and she recommended that I reach out to GMFS to request a refund for the first check. I did so via email after that phone call ( XX/XX/XXXX ). I have not heard back yet. 
On XX/XX/XXXX, I received a notification that my credit-wise XXXX XXXX dropped XXXX points. This is obviously because of this poor service and lack of attention to this issue that I have been trying to resolve since XX/XX/XXXX. I have been more than patient as they have tried to work out ownership issues, although Im not sure how that is actually relevant when Ive shown Mr. Cooper that I paid my mortgage.

Company response to consumer: Closed with explanation