Consumer complaint received 2023-07-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I filed three disputes against Nationstar Mortgage, DBA Mr. Cooper, who, so far, has refused to correct my credit report after a missed payment caused by company error. Coopers letters, comments, and actions show they misrepresented and mishandled an internal error at my expense, following it with punitive erroneous credit reports! 



1 : Mr. Cooper canceled my autopay with insufficient notice, 1 day before payment was drafted, no reason, after 5 reps stated it was still in effect and had been updated, causing my XXXX payment to be missed. With no advanced notice ( per autopay contract ), they sent a letter via US mail on the day it was cancelled, received well after payment was missed. This error was part of multiple issues processing an autopay update from XX/XX/XXXX through XX/XX/XXXX. XXXX letter of XXXX, two days before an impending account transfer, shows they were still processing the update after I was assured it was completed on XX/XX/XXXX. The XXXX statement was issued XX/XX/XXXX ( normally on the 8th of the month ), well after the grace period ended ( 15th of the month ). I did not receive any notices of cancellation until the account was already late and transferred. A supervisor and multiple reps advised late payments are not reported unless over 60 days, yet a 30-day late report for XXXX was sent. 

2 : When disputed, Mr. Cooper corrected their report XXXX, showing delinquencies for XXXX AND XXXX. The loan was transferred XXXX XXXX ; Cooper had no payment info, nor right to report, after XX/XX/XXXX ; their auto pay cancellation caused the missed pymt! The transfer complicated issues ; some reps stated cancellation was not required for transfer, others stated it was prep for the transfer. A letter was later sent advising Cooper " researched '' my dispute and it was correct. How thorough was research that missed the loan transfer effective XX/XX/XXXX, after which no payment was due them, nor payment info in their possession? 

3 : After disputing # 2, an XXXX rep advised the report was changed to XXXX & XXXX late ; my latest dispute result, XXXX, still shows XXXX & XXXX. XXXX has received auto payments the 7th of every month since XX/XX/2013. XXXX XXXX statement shows pymt posted XXXX, also confirmed XXXX & XXXX by their reps. Neither XXXX nor XXXX payments were late ; XXXX was missed exclusively due to Cooper error.

My payment history ( NO delinquencies ) proves my intent to pay, in good faith, as agreed. Coopers letters, comments, and actions show they misrepresented and mishandled an internal error processing my autpay update, evidenced by continuing till 2 days before acct transfer, and gave no advance notice of autopay cancellation. Cooper attributed cancellation to acct transfer, claiming their letter, received XXXX weeks after, was acceptable grounds to report the resulting missed payment. 

These actions seem no less than breach of contract, show irresponsible & illegal business practices with systemic, inter-departmental lack of knowledge or misrepresentation of account activity, causing confusion and conflict for employees and clients alike. I have been told I am not the only client struggling with erroneous, punitive credit reports from this transfer! Cooper 's policies and procedures demand immediate investigation and correction! 

A detailed chronology, follows : XXXX Faxed autopay update, new bank info ( att ). In 5 follow-up calls ( below ), all 5 reps confirmed auto pay in effect, old acct to be used until new info posted, was being processed ; XXXX advised was complete. 

XXXX @ XXXX : XXXX XXXX confirmed XXXX pymt rcvd XXXX, autopay form rcvd, not processed. 

XXXX @ XXXX : XXXX XXXX advised processing autopay changes today, confirmed new acct #, pymt changed to 1st of month from 7th, extra to principal. 

XXXX : IVR has old acct #. Cooper rep ( female, missed name ) confirmed fax was rcvd, is blank, as though back side of paper. While on hold, she saw it took 5 full mins to load fax image, clearly legible. She reconfirmed XXXX pymt made, being processed, takes few days, documented acct to wait for doc to load. 

XXXX @ XXXX : XXXX still has old #. XXXX : XXXX XXXX XXXX, XXXX AZ, emailed autopay dept, waiting for reply. Unk why not yet processed, took time researching to find possible issues. Added privacy preferences to file. On call 49 min : 46 secs, still no answer, will call back Fri if gets reply in a.m. ( No callback, NO mention of transfer, should've seen it while researching in a 50-min call? ) XXXX @ XXXX : XXXX XXXX advised autopay setup complete, will take effect on XXXX. XXXX pymt will draft from old acct on 7th ; XXXX pymt will draft from new acct on 1st, extra to principal, new total. Assured me all set, NO mention of loan transfer. 

XXXX : Effective date of acct transfer. Notification letter ( att ) states if auto-paid, pymts after XXXX will be canceled, so why cancel auto pay w/in the grace period in the month prior to transferring? Clearly was not automatically cancelled as requirement for acct transfer, as confirmed by some XXXX reps, also by XXXX, whose reps were surprised it had been canceled. 

( early XXXX ) Received 2 letters re autopay ( att ) : dated XXXX stating autopay automatically canceled, no reason ; and XXXX, stating could not be set up w/ draft date missing or outside grace period ; form is distinctly marked on due date ( attached )! Proves autopay still being processed 2 days before transfer ; cancellation was error processing update, not prep for transfer, and carelessly misread. 

XXXX ( apprx XXXX ) XXXX called, advised they are new mortgage company, XXXX & XXXX pymts not made to XXXX! I thought both payments had been auto paid, called XXXX for explanation. 

XXXX XXXX rep confirmed transfer, advised under 60 days late = no credit report, found XXXX request faxed XXXX. XXXX canceled because draft date was not listed or is after the due date, yet request marked on due date '' ( 1st of month ), said it made no sense, transferred to supervisor. 2nd rep ( 2nd dept ) said canceled due to account transfer, no credit report if under 60 days late, transferred to supervisor. 

XXXX supervisor XXXX stated : -Located autopay request, notes of 5 calls that autopay still in effect/being updated -Plan to transfer acct was posted XXXX, unk why no reps advised, -Unable to change delinquent status/reverse late fee, as no longer owned by XXXX -Understands missed payment from autopay cancellation w/ no advance notice -No other delinquencies, under 60 days = not reported -Advised law requires 60-day grace period on transfers -Will pull recorded XXXX call, confirm content, call to advise status ( never called ) XXXX : XXXX & XXXX payments made XXXX to new servicer, XXXX. Late fee waived, cant change status b4 transfer, XXXX grace period starts XXXX, not considered late by them for XXXX or XXXX. 

XXXX Third-party credit monitoring svc = delinquent report sent. XXXX : XXXX XXXX took dispute by phone, gave me XXXX dispute #. XXXX : XXXX XXXX advised unknown why I was told no reports if < 60 days, they report every 30 days, must email credit dispute '' research dept, sent XXXX. 

XXXX : Experian dispute result XXXX ( att ) shows XXXX corrected report by adding 30-day late notice for XXXX! Now shows 30 days late both XXXX and XXXX ; XXXX did not even own mortgage on XX/XX/XXXX, has no pymt records or legal standing to report! 

XXXX XXXX : XXXX escalations XXXX 37 min on hold, disconnected twice, transferring to supvr XXXX, XXXX new company sent XXXX report, I said no, reading from credit report, shows XXXX did XXXX with NO right/info to report, filed 3rd dispute. 

XXXX XXXX : XXXX XXXX took complaint, suggested I upload docs as PDF or mail to them, also submit dispute to XXXX, corrected middle name. Waiting for doc in mail to fwd to Cooper. 

XXXX XXXX XXXX XXXX XXXX ( XXXX ) : XXXX XXXX, XXXX XXXX XXXX, states late status XXXX & XXXX researched, are accurate. Clearly NOT researched, no longer owned by them and violates transfer grace period law! 

XXXX XXXX : XXXX XXXX advised dispute complete, XXXX response XXXX XXXX now shows XXXX & XXXX both 30 days XXXX! XXXX XXXX statement & 2 reps confirmed payment received XXXX via auto pay! 

XXXX XXXX : XXXX XXXX XXXX AZ ) advised fax number, they show XXXX & XXXX, not XXXX. 
XXXX XXXX XXXX confirmed my name corrected, report in mail, removed email ; XXXX XXXX XXXX advised in mail, still shows XXXX & XXXX. 

XXXX : XXXX dispute result XXXX shows XXXX & XXXX, not XXXX XXXX XXXX XXXX. 

XXXX : XXXX credit report of XXXX shows XXXX & XXXX 30 days late, emailed XXXX a detailed narrative with attached documents, demanding recision. 

Documents attached : XXXX aut py update XXXX Coop stmnt XXXX aut py cncd XXXX transfer notice XXXX Coop stmnt XXXX cant set up aut py XXXX XXXX response XXXX coop dispute research XXXX Exp response XXXX email to XXXX

Company response to consumer: Closed with explanation