Consumer complaint received 2020-06-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Mr. Cooper Group Inc.
State: KY

Complaint narrative:
I ( XXXX XXXX ) hold my primary mortgage with mortgage holder Mr. Cooper on my current residence, which XXXX XXXX XXXX XXXX, XXXX, KY XXXX. They have been the servicer of this mortgage since XX/XX/XXXX. 

On XX/XX/XXXX, Mr. Cooper performed an escrow analysis on my account ( on their own, not requested ) and the results of that analysis changed the monthly payment due on the mortgage, effective on XX/XX/XXXX. The old payment had been {$1500.00} and the new payment became {$1600.00}. Our account is setup for paperless notification and we will readily admit that we signed up for paperless notifications, so technically it would be our fault for not realizing there had been a change in the payment due amount. 

We went ahead and made payment of {$1500.00} on XX/XX/XXXX for the XXXX payment through our banking provider ( XXXX ), which is what we have always used to wire funds for payment, instead of setting up auto-payment through the actual servicer 's site. We never received any type of communication in XXXX that there was an issue and when my wife went to pay our mortgage for XXXX, she saw that the XXXX payment was past due and that none of the funds had been applied. To quickly rectify the situation, she made the payment due for XXXX plus whatever was short to ensure our account was in good standing. When we realized what happened, I communicated through Mr. Cooper 's online email service on XX/XX/XXXX, with the following message : " I ( XXXX ) am the actual holder of the loan, but my wife handles all of our financial payments. She had asked me for the login for the mortgage account about a month ago because she didn't previously have it. When she logged on, she noticed that our monthly payment had changed and we were not aware of that. So, the amount we paid for XXXX ( on time ) was shy of the required payment. That payment wasnt applied as our monthly payment ( because it didnt meet the requirements I guess ). So, you posted it as unapplied funds as you can see on the attachment I have provided. When we realized this on XXXX, we went ahead and paid the monthly payment for XXXX and additional funds to cover what should have been paid for XXXX. We really would request that Mr. Cooper would backdate the payment so it doesnt affect negatively on our account We are in the process of building a new home and likely needing to shop mortgages in the next 30 days. This incident actually reduced my credit rating by 60 points, which is super concerning to me since we are obviously trying to maximize our rate for the new home. You can reach me via cellphone ( XXXX ) or email at XXXX Your assistance and response is very much appreciated! Thanks and have a great Monday! '' They really didn't fix anything concerning the payment and my concerns and so I called them on XX/XX/XXXX to see if I could speak with someone to fix the matter and that they should grant me a goodwill consideration. I spoke with both a customer service agent and a supervisor, both said they understood the situation and circumstance but they couldn't change the reflection they had submitted to the credit bureaus. 

I was never late for a payment before or after this date and I think that any reasonable person can look at this situation and understand that the punishment doesn't fit the crime. Before this occurred, I had my credit score sitting at around 730 and was in a good position to get the mortgage rate I want and need for my new home. This has reduced my credit score by about 100 points and now I am not even able to qualify for most lenders because they show a late charge on my mortgage. 

I am simply asking for reasonable minds to look at this situation and honestly do the right thing here, which is to remove the late payment notification from my credit report, dated XX/XX/XXXX.

Company response to consumer: Closed with explanation