Consumer complaint received 2023-02-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
XX/XX/XXXX This is NOT a duplicate. 

To whom it may concern, I would like to file a complaint against our current servicer, Nationstar LLC d/b/a RightPath Servicing, address XXXX XXXX XXXX XXXX, Texas XXXX XXXX phone number XXXX. RightPath reported us late for 120 days in XX/XX/XXXX to the credit bureau. I have attached the following documents as proof that payments were made : a copy of payments made from XXXX to XX/XX/XXXX issued by XXXX XXXX XXXX XXXX. 
a copy of our check mailed through certified mail for XXXX payment ( which was NEVER cashed ), Rightpaths response and XXXX payment a copy of a bank statement for XX/XX/XXXX. 
a copy of RightPaths apology letter admitting their mistake. 

I have attached payments made since XX/XX/XXXX to show proof that weve been paying on time. 
Second, is a copy of XX/XX/XXXX check mailed through certified mail ( per advise of an FHA counselor ). We tried calling in our payment for XXXX but was not accepted because the RightPath representative said we had to pay a balance of {$10000.00} to keep our account current. 
Third, a copy of a bank statement for XXXX. During this time ive asked for help from a family friend, XXXX XXXX XXXX to call them on our behalf. I was already worried that since XXXX payment was not withdrawn from our account we may be reported late. XXXX XXXX XXXX called RightPath and was told that XXXX payment can be called in. I again called and made a payment on XX/XX/XXXX but payment was returned XX/XX/XXXX ( please see XXXX payments highlighted ). Also 2 payments were made for XXXX XXXX was for XXXX and one for XXXXXXXX. During this time I was told that RightPath put a stop payment on our account and in order for payments to go through a manager is needed? Maybe to process our payments? It was not clear as to why they did that. Again, we doing our part to make our payments on time and was assured that during this transition phase NOTHING will be reported. 
Fourth attached document is an apology letter coming from RightPath. Please see letter because I am not understanding as to why we were reported late for 120 days when RightPath acknowledges payments from our prior servicer, XXXX ( please see page XXXX, second paragraph ). For the month of XXXX, a payment was acknowledged ( see third paragraph ). For XXXX ( see attached check ) Rightpath accepted that there was an error on their part. We have been consistent with our payments and have been calling weekly to follow up on correcting and honoring our loan modification. 
In XXXX we started talking to XXXX, RightPath Manager/Supervisor, in which we had 3-way calls which included myself, XXXX, and XXXX XXXX. XXXX gave us assurance that we would not be reported while in the process of correcting the error that they made. Also, she said that it will be reported correctly. 
We have been dealing with these errors for the past 9 months. Please make sure to correct the errors that you made to the credit bureau. These errors could have been prevented if proper research was conducted from the very start and prior to reporting us. A clear reflection of what you are as a company. 


Ma. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX

Company response to consumer: Closed with explanation