Consumer complaint received 2020-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
My experience with Nationstar/Mr Cooper was extremely frustrating, unexcusable and no one else should have to endure this kind of abusive, unfair and deceptive treatment by a creditor. I request the following actions be taken : 1 ) Mr Cooper improve their website/communication with their customers, 2 ) Mr. Cooper adequately train their representatives to accurately provide information to their customers, 3 ) Mr. Cooper provide an escalation path for customers and backup for their representatives that may need to be out for health or other issues, and 4 ) the removal of all the late payments/negative hits from my credit report ( joint account held by me and my husband ). 

The following is a summary of the events that occurred beginning in XXXX of last year that resulted in negative hits to my credit file. I made my payment like I always do on time at the beginning of XX/XX/2019. Up until this point, I had no late payments on my Mr. Cooper accounts. The payment was rejected and was returned to my bank on XX/XX/XXXX. I called Mr Cooper on XX/XX/XXXX and was told at this time that my loan had ballooned. Up until this point I was not aware that the loan was going to balloon. ( At the end of this ordeal, I went back through the website and after much direction by a care rep and many clicks later, was able to find the communication that my loan was going to balloon BUT it was in no way easily found without help. Their notice to me was wholly inadequate. Had I known it was going to balloon I would have worked on a re-fi before the balloon date. Note that I have no other late payments with any creditor. ) When talking to customer service at Mr Cooper, they suggested that the best path to pay off the balloon was to complete a re-finance. I was put through to a loan broker, Mr. XXXX, who walked me through the application process. He indicated that I could complete the re-finance by the end of the month or early XXXX. I wanted to ensure that I would not have a negative impact to my credit and the broker indicated that there would be no impact to my credit as long as the re-fi was in process. I completed the application and submitted all the paperwork that was requested. On XX/XX/XXXX I received notice that the application was complete and I would be contacted by a processor shortly to complete the loan. On XX/XX/XXXX he requested additional information ( tax returns ) and I tried to submit them but the portal link was no longer available. He wanted me to submit via email but I did not want to send confidential documents over an unsecured platform. I followed up with him again on XX/XX/XXXX but he wouldnt respond to my calls or emails. I escalated and left messages for his manager and talked to other brokers at Mr. Cooper. Other loan brokers said they couldnt help me and that I would need to follow up with Mr. XXXX. I left multiple messages for his manager ( including with other managers ) but the manager never contacted me. Finally on XX/XX/XXXX, the broker connected with me and I found out that he had had a XXXX XXXX but no one was covering for him. He was able to re-set the portal so I could submit my tax returns. I then again asked about timing and he said it might be delayed to the end of XXXX but he continued to assure me that there would be no negative impact to my credit given the re-fi was in process. I tried to connect with him again on XX/XX/XXXX but was unable to reach him again until XX/XX/XXXX. In the meantime, no one would provide back up support and I could not reach his manager nor did I receive return calls from him. Apparently, he was out again for health issues with no backup. On XX/XX/XXXX, the broker indicated that there was a problem with the lienholder and that he would work to seek an exception through his management. I again tried reaching the broker to figure out how to move forward and was not able to reach him until XXXX XXXX. On the XXXX, he indicated that he was still working to resolve the balloon and said that I would need to restructure my debt. After much back and forth I was able to determine that the re-fi had been cancelled because the current loan had ballooned. I called and talked to multiple people in all different departments of Mr Cooper, all of which gave me different answers but no solutions and no opportunity to escalate. I then received notice that I had a late payment hit to my credit. I was so upset I called around and again talked to multiple people within Mr Cooper care. No one was able to help me identify possible solutions except to pay the balloon. The broker kept saying that I should try to get Mr. Cooper care to obtain an exception but no one I talked to thought it was an option and no one was willing to escalate to a representative/manager/decision maker. I exchanged multiple emails with the broker on XX/XX/XXXX and he indicated he would continue to work to find a resolution. Early morning XX/XX/XXXX, I received an email from the broker saying FIXED. I was elated and sent a note back asking when we were going to close. I was horrified to receive a returned email indicating that he had sent the note to the wrong person and that he couldnt do anything for me. At this point I felt like Mr. Cooper had duped me from the very beginning and I wanted nothing else to do with them. I then contacted a different mortgage broker and followed through to obtain a re-fi from another mortgage company. I completed the re-fi in approx. 30 days. If I had known that Mr. Cooper was going to reject my re-fi, I could have completed the re-fi through another provider before it would have been reported late on my credit. Also, if their notice of balloon was adequate through better customer communication ( intuitive portal ), I would have refinanced long before the balloon hit. If Mr. Cooper would have been honest with me at the very beginning, then I could have resolved the situation before there was a negative impact to my credit. This was unfair and deceptive treatment and Mr. Cooper should not be allowed to treat people this way. Again, I request the removal of all negative hits to my credit by Mr. Cooper. I also request that further action is taken to remediate Mr. Coopers practices so no one else is subjected to this unfair and deceptive behavior. I also feel very bad for Mr. XXXX as he obviously was undergoing significant health issues and had little to no support by his company. I hope he is doing better and Mr. Cooper changes its employee practices.

Company response to consumer: Closed with explanation