Consumer complaint received 2021-02-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
My mortgage was transferred from XXXX XXXX to Mr. Cooper, effective XX/XX/2020. Upon receiving the transfer paperwork, I sent a check for our first months mortgage, in the amount of {$1500.00}, to Mr. Cooper directly. There was an issue with XXXX XXXX, who still had us on auto-pay, where they attempted to also take our mortgage for XX/XX/XXXX. The payment was reversed by XXXX, and our check to Mr. Cooper was deposited. We received an email that the payment was processed and was posted to our account on XX/XX/XXXX. A few weeks later, we received a check from Mr. Cooper in the amount of {$1500.00}, but it said nothing about that being the money we had already paid on our account. My account reflected that there were 2 payment reversals, then two monthly payments, and then a separate unapplied funds in the amount of our mortgage. This check was after the written correspondence stating that our payment was received and published to our account on XX/XX/XXXX. 

On XX/XX/XXXX, I sent an email to Mr. Cooper, because our payment screen on their app did not look right. I was confused because it stated that our next payment was due XX/XX/XXXX, even though it shows that our payment posted for XX/XX/XXXX already, and it was almost XXXX. I received an email back on XX/XX/XXXX, stating that it would take some further looking into, and I that I would receive formal correspondence in 7-10 days. I never received another email, or anything in the mail, from Mr. Cooper regarding this matter. It wasnt until this weekend on XX/XX/XXXX that I had checked my husbands email, that I found their response, dated XXXX XXXX ( the same day that I received the email that our issue needed to be looked into further ), stating that we are on autopay and that our XX/XX/XXXX payment was all that was due. The original email was not sent from my husbands email, and all correspondence is supposed to go through mine as my email is the active one. They are aware of this but did not send it to my email, even though it was my inquiry. Again, based on our payment screen, it showed that our XX/XX/XXXX payment was made and cleared. The company did not inform us that they took off our XXXX payment ( that we made on time ), or that we owed any additional payment to our monthly payment. 

In XX/XX/XXXX, our payment screen was still confusing. Sometimes it would say we owed double our monthly payment, and other times it only showed the {$1500.00}. It still said we owed for whatever month prior, even though on our payments listed, it showed we were current and had paid every month, in time. For example, it would state that our next payment was due on XXXX XXXX, yet our payment screen showed that the XX/XX/XXXX payment was already processed and cleared, and it would show a pending amount for XX/XX/XXXX. 

On XX/XX/XXXX, I called Mr. Cooper so that I could speak to someone about this issue since I had not heard back from my inquiry on XX/XX/XXXX. I asked the representative on the phone explicitly if we owed anything other than our regular monthly payment, because the payment screen on their app was confusing. She said explicitly that I did not owe anything other than our monthly mortgage, and to not make a double payment. 

On XX/XX/XXXX, I got an email from XXXX XXXX, stating that my mortgage company, Mr. Cooper, had reported a delinquency and that we did not make our XXXX payment. I attempted to reach out to them for a week straight, beginning on XX/XX/XXXX. I was told I would hear back within 2 business days. I had to call at least 5 times before the manager, XXXX XXXX, got back to me on XX/XX/XXXX. She stated that it was their error that they sent the payment back to us and back to Mr. Cooper, and acknowledged that they should not have done that. She stated that she would forward my information to the research team, who ultimately would be able to make the decision on whether they would take credit for the issue and fix our reports. I had also sent an email to the research team on XX/XX/XXXX with all of the information that I had as to why my payment was not late and this should never have been reported on my credit report. I advised we are also in the middle of a refinance and asked for a rush as this is affecting our refinance. I received a call from XXXX on XX/XX/XXXX, stating that the research team came back and said I missed the payment so its not their error. I told her that was absolutely unacceptable as I never missed a payment and was never informed that we owed them any money, and forwarded her all documentation I had. I stated that i had asked about this issue several times and was never told we owed anything other than our monthly payments. I never ignored the issue, I was told we didnt owe. She said she would review the phone calls that I had made as well for proof. 

Today is XX/XX/XXXX and I have yet to hear back. Mr. Cooper has not attempted to make this right or stated that they would remove the delinquency from mine and my husbands credit reports. Our credit reports state that the account was previously in dispute, and is now resolved, but the marks are still hurting our scores. My issue is that we never missed a payment. I may have owed the company the money back from the check that they had sent us, which is fine and we would have paid it back immediately if we knew we needed to, but my issue is, I made my payment on time every month, and the money they sent back was not my payment, as my payment has already been accepted and posted to the account. My second issue is that there is supposed to be a 60 day grace period when transferring a mortgage, so if I had missed a payment, it should have counted as the XXXX payment, and I should have been given leniency and been notified that we owed the payment again, or they should have reached out, as it was within the first month of transfer. Instead, they stated that my XXXX payment was not received, as it was past the 60 day grace period and they were allowed to report. However, as stated, my payment screen shows every months payment has been received and posted to my account. It does not show a missed payment in XXXX, or for any month for that matter. I did not miss a payment and it is fraudulently being reported by Mr. Cooper that I did, and they are unwilling to fix it.

Company response to consumer: Closed with explanation