Consumer complaint received 2021-04-24
Company: Mr. Cooper Group Inc.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
The compliant is with Nationstar, dba, Mr. Cooper. Our issues are inaccurate credit reporting of mortgage payments from XX/XX/XXXX to XX/XX/XXXX reported on credit reports ; falsely representation of a Forbearance Agreement ; failure to submit justification to refinancing lender for the inaccurate information and credit reporting ; failure to terminate Private Mortgage Insurance ( PMI ) and issue escrow refunds. The compliant is being submitted after attempting to refinance our mortgage with a different lender and informed of the mispresentation of our credit. 

On XX/XX/XXXX, we were contacted by our refinancing company to provide a Forbearance Agreement because our credit file read there were no mortgage payments made from XX/XX/XXXX through XX/XX/XXXX. 

I informed the refinancing company that we have no knowledge of a Forbearance Agreement and the information on the credit reporting is not accurate. I continued to explain that we made all of our mortgage payments to Mr. Cooper, which was our mortgage company at the time. Our mortgage was transferred to another mortgage servicer in XX/XX/XXXX. 

I was advised to contact and request the Forbearance Agreement from Mr. Cooper by the refinancing company to proceed with our refinancing process.

Immediately, I contacted Mr. Cooper to request the agreement. After numerous transfer of calls and speaking with several customer service representatives, they stated there is no Forbearance Agreement and missed payments for the account. I did requested a letter stating no forbearance to provide to the refinancing company, so that I can proceed with our refinancing process. I was informed there is no letter for this request, but I could forward an email to request additional service with my concern. 
For consideration of my concern, one of the representative did offer to send an email on my behalf, and she provided me with a case number. 

After an hour on the phone with Mr. Cooper, I called our refinancing company back with the information. The refinancing company stated they needed documentation to continue with our refinancing process. So, we both contacted Mr. Cooper. And, the results were the same as when I placed the call. 

The refinancing company and myself sent an email to : XXXX Listed below is the email sent by me : We are writing to request a letter stating there is no Forbearance Agreement and dispute the credit reporting of missed payments from XX/XX/XXXX through XX/XX/XXXX for Account XXXX XXXX 

Currently, we are in the process of refinancing our home, located at XXXX. And, we have been informed by the refinancing company that the credit reporting reads forbearance and missed payments from XX/XX/XXXX through XX/XX/XXXX. 
Today, XX/XX/XXXX, after speaking with several of the customer service agents of Nationstar, aka Mr. Cooper, there are no Forbearance Agreement and missed payments for the account.

Please forward a letter stating theres no Forbearance Agreement within 10 days to expedite the refinancing of our mortgage. Also, please update my credit file to read no missed payments. 

If additional information is needed, please contact us. 

Sincerely, Homeowner Names In addition to inaccurate credit reporting of mortgage payments on credit report, Mr. Cooper has failed to submit justification to refinancing lender and to remove the errors filed on credit report. During the duration of our loan from XXXX, we have been paying for PMI and no refund from escrow. We have been with the new mortgage servicer since XX/XX/XXXX, and we have received two refund checks and no longer paying PMI.

Company response to consumer: Closed with explanation