Consumer complaint received 2024-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: OH

Complaint narrative:
Earlier this year, my mortgage was sold from XXXX XXXX to Mr. Cooper. All the information provided to me, in writing, from both XXXX XXXX and Mr. Cooper, stated that all information, including automatic payments, would be transferred and handled exactly as they had always been. My first payment to Mr. Cooper was deducted from my account via the automatic payment plan, in XX/XX/year>. Mr. Cooper deducted two additional payments for the months of XXXX and XXXX also. I received my statement for XX/XX/year> ( the first of XXXX subsequent payments that were never withdrawn ), and on the statement is specifically states : " Your payment is made through our automatic payment plan. This statement is for informational purposes only. '' However, Mr. Cooper failed to deduct that payment and never advised me my ACH payment information needed updated, as part of the loan transfer. Please refer to the attachment for the XXXX statement, which provides false information, considering the payment was not deducted and they always intended to stop these ACH payments after a period of time. Over the months of XXXX, XXXX, XXXX & XXXX, Mr. Cooper didn't deduct any payments and failed to notify me that payments had stopped. I went through all received USPS mail and emails and never received any notification of this. The FIRST email and notification I received of these past due payments ( and payment issue in general ) was on XX/XX/XXXX. I immediately called Mr. Cooper to inquire about this and learned they had referred me to foreclosure! I was never notified of any past due amounts, let alone foreclosure. During subsequent conversations with Mr. Cooper representatives ( all of which were recorded ), I was told that it was a system error and also that the XXXX XXXX XXXX payment form is different from Mr. Cooper and that I would have always needed to update this ( but again, this is totally contradictory to what the written information from XXXX XXXX and Mr. Cooper indicated regarding my loan transfer ). On XX/XX/XXXX, I was told the reinstatement amount wouldn't be available for 24-48 hours. I called back within 24 hours, on XX/XX/XXXX, to again inquire about the reinstatement amount, in addition to obtaining more information to other questions I had. On that date, I was told the delay in providing the reinstatement amount was because they needed to obtain the total amount of attorney fees and that it would take XXXX business days ... and was also told I would receive a call on Monday, XX/XX/XXXX. I never received that call on XX/XX/XXXX as promised, so again, I called Mr. Cooper to follow up. It was then that I was told the attorney fees had been received on Friday, XX/XX/XXXX ... so again, Mr. Cooper failed to notify me of important information and thus, delayed even further my ability to pay the reinstatement amount. I have submitted all past due amounts ( due to the fault of Mr. Cooper discontinuing my automatic payments ), including over {$1000.00} in attorney fees. Over the phone today, I requested to have documentation of these attorney fees provided to me, and was told they no longer had access to this information. I have filed a formal dispute with Mr. Cooper to obtain this information. As a consumer, I am entitled to receive information on fees for which I paid. I was also told today ( XX/XX/XXXX ), that despite having my mobile phone number listed on my account ( which they confirmed they had on file during my XX/XX/XXXX phone call ), they admitted they had been calling an alternate number so I, in fact, had never been properly notified of the payment issues or pending foreclosure. Further to that, the alternate number they had would have likely been an old employer ( not unexpected considering the initial loan information was XXXX years old ), and they would have realized that when they called. Any reasonable person making legitimate attempt to reach me, would have called the alternate number on file. I DID NOT stop the automatic payments, Mr. Cooper did. They failed to notify me of these issues, referred me to foreclosure and reported these past due payments to the credit agencies, which has more than negatively impacted my credit rating. For the 10 years this loan was with XXXX XXXX, and I never missed or was late on a single payment. I have since activated my online account with Mr. Cooper, something I have been almost forced to do in order to obtain more information on my loan and re-setup automatic payments. It should be noted that I SHOULD NOT HAVE to have an online account - they should have provided me with all this information from the beginning. I had purposely chosen to not activate an online account with Mr. Cooper, given their documented history of a major data security breach, which resulted in the personal information of many of their customer being accessed/stolen. I have now potentially exposed my personal information to adverse risk, given their track record. All this said, once properly notified of the issues that resulted after the transfer of my loan, I have taken every step necessary to make good on the payments and there is no outstanding overdue payments associated with my account.

Company response to consumer: Closed with explanation