Consumer complaint received 2023-05-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MI

Complaint narrative:
Mr.Cooper mortgage company took over my mortgage XX/XX/XXXX. My payments continued on automatic payment on the 3rd of each month. Sometime in XXXX or XX/XX/XXXX I noted that my credit score decreased and upon looking into it I noted that Mr.Cooper had reported that I did not make my mortgage payment in XX/XX/XXXX or XX/XX/XXXX. I went to my bank account to check and it showed that my payment had been paid. I sent in a dispute assuming this would be fixed. 
After 4-6 weeks I noted that the dispute was returned and Mr. Cooper continued that my payments were not paid. I called Mr. Cooper on XX/XX/XXXX and the customer service agent stated that my payments had gone up to put money in escrow for taxes. I explained that Michigan does not charge property tax to 100 % XXXX veterans and that we had sent in the paperwork and was making the same payment all year. I asked why no one had contacted me and she stated they had called multiple times. They were calling a number we did not have after buying this current home and gave her my new number. After going into detail the agent stated that she would send the issue forward and I should hear from someone in 3-5 business days. 
On XX/XX/XXXX I called Mr. Cooper again as I had not heard anything from them. The agent that took my call stated that my case had been reviewed and that Mr.Cooper was correct and I needed to catch up on my mortgage payments and pay the late fees that were owed. I asked to speak to someone above her, or other department who could help me. The man that I then spoke with was rude and stated that all I could do was send an email to a different department and they would get back to me. I sent the email the next morning and their reply was for me to FAX or post mail of the documents. I then faxed them both the XXXX & XXXX tax exemption documents from our township. 
On XX/XX/XXXX I again called Mr Cooper to talk about taking the Non-payment reports off my credit report and that I had received a check from Mr.Cooper for {$1600.00} stating that it was the overage I paid to escrow incorrectly. I explained that I had not cashed the check and did not want to because all I wanted was my account to show current and to fix my credit report as this is costing me a lot of money for a horrible credit score. The agent told me that if I paid the outstanding amount of {$260.00} and brought my account current that she could go in and fix the late fees and my credit report. I had already paid my XXXX payment that day and then also paid the {$260.00}. She stated that I could go ahead and cash the check that it would not affect the outcome. We ended our call and I felt very relieved that this was finally being fixed. She did say that it could take up to a month for the credit report to be corrected. 
On XX/XX/XXXX I received 2 letters from Mr Cooper, one showing that we are tax exempt for XXXX and the other stating that I needed to pay an additional {$260.00} and owed a total of {$410.00} to bring my account current. I planned to call first thing on XX/XX/XXXX to talk with them again but before I could call I received a call from Mr. Cooper stating that I owed tax money. I was extremely upset and asked to be transferred to someone other than payments as he could not help me. He transferred me to XXXX, she was very unhelpful and would not listen to what I was asking and saying. She just kept repeating that they only had a single sheet of paper regarding my loan. She again stated that they tried to call my old phone number multiple times, this is a nonworking number to this day, so no message was left and they made no attempt to get my information. She insisted that they received a tax bill from my township and that I had to pay the money and that they would not take the non-payments off my credit records. She even did a conference call to my bank and they told her my payments were made each month as usual. 
I was very angry and upset that she continued to say the same things and that I should have paid the higher payments even though I wasn't aware of them. She insisted repeatedly that my township sent a tax bill in XXXX. 
After our call ended with no help or resolution I called my township to double check and they stated that they showed our exempt status and that all we owed this year is {$35.00} for a special assessment. They also stated that they do not send out tax bills in XXXX, and did not send one for us. 

All I want is to have my non-payments off my credit report. I can't believe that a company can run like this and that you could obtain my mortgage, without us getting a say so because we just have to take whatever anyone does, and only have a single sheet of paper with old information and no current XXXX data and forms. 
If I could have my mortgage sold to any other company I would. I can't even use the Mr.Cooper website, my loan still shows through XXXX mortgage. What a shabby business. I feel like I am being put through XXXX. My veteran husband served 2 tours in XXXX, is currently on XXXX  from it, and this is how we are treated. 
Shameful.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation