Consumer complaint received 2025-08-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
Please see XXXX CLOSED which was my complaint to XXXX. XXXX is the origin of the negative reporting and Nationstar and XXXX are both refusing, and collectively at the present time, to correct this unlawful damaging reporting AND their internal statements that reflect I am due for three months at all times unless I pay for back months that have been paid. I am adding this introduction to the complaint that I sent to XXXX so that when and if Nationstar responds that it was transferred to them two months behind it does not volley back and forth. Their legal team is refusing to resolve the issue without me repaying an amount that was erroneously returned to my both my bank and XXXX. 



Nationstar/Mr. Cooper and XXXX ( previously serviced by XXXX where the inaccurate credit reporting began in XX/XX/year>. It continues with the new servicer Mr. Cooper nearly 18 months later. Payment Errors and Credit Reporting : On XX/XX/year>, I made an online payment toward my mortgage while still within the grace period for the XX/XX/year>XXXX  payment. My account was not delinquent, and XXXX and XXXX ( XXXX  ) payments had already been made. Please refer to the attached XXXX statement for verification. However, the amount withdrawn from my XXXX account was {$6200.00}, which was not the intended payment. I had intended to pay {$3200.00}, the correct amount due for XXXX. I later submitted this correct payment on XX/XX/year>. Unfortunately, your system did not properly credit this payment to XXXX. Instead, due to an internal system limitation, I was only able to select XXXX as the payment monthdespite XXXX already being paid. I followed instructions to complete an ACH return request and submitted the required documentation on XX/XX/year> at XXXX XXXX. XXXX refunded the full amount of {$6200.00}, but the refund was misallocated. I explained that if the refund had been applied in the same manner it was originally posted, the error would have been corrected. Instead, the XXXX XXXX department incorrectly recorded the refund as a reversal of payments for XXXX and XXXX, causing my account to appear three months delinquent. Additionally, my banking institution was researching the error and the investigation was approved by XXXX. This caused further confusion and an over-repayment which should have been resolved differently ( e.g. shortage or letter to remit ). I pled with them to resolve this without improper reporting but they refused and their lawyers continue to refuse to correct it in a way that shows any accountability for the damages I have sustained. Each time I spoke with customer service management, they acknowledged the error and submitted requests to correct it. However, no changes were made, and the issue persisted month after month. Since XX/XX/year>, XXXX and now Nationstar have reported to the credit bureaus that I am in a rolling 60-day delinquency, despite having made payments. XXXX even provided a letter stating that I have paid as agreed, yet the internal system continues to trigger the same issue. Until the payments are properly credited and the refund is allocated to the correct line item, this problem will persist and continue to cause me serious harm. In XX/XX/year>, my loan was transferred to Nationstar/Mr. Cooper, where it is currently serviced. Unfortunately, Mr. Cooper is now reporting the same inaccurate payment history, further compounding the issue. I have legal representation working on this matter, but settlement discussions have stalled, and the unresolved status of my mortgage account is now negatively affecting my employment opportunities. My credit score has dropped over XXXX points, and I have been denied credit. Credit card vendors have reduced my limits, creating the appearance of high utilization and dropping my score another XXXX points. My business XXXX has been downgraded from unlimited spending to a prepaid limit, which is insufficient to run my firm efficiently. I am unable to purchase a vehicle, and my lease expired on XX/XX/year>. Please see attached documentation and dispute records filed with XXXX, XXXX, and XXXX. This situation is causing significant financial and professional hardship. I respectfully request immediate action to : Update all internal records and credit bureau reporting to reflect accurate payment history.

Company response to consumer: Closed with explanation