Consumer complaint received 2021-03-19
Company: Mr. Cooper Group Inc.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Our loan was sold ans XXXX XXXX to another mortgage Servicer effective XX/XX/XXXX. Since the transfer our loan data has been constantly changing. Our first request for change was reported to Mr Cooper response letter dated XXXX ( uploaded ) the response shows that a correction was sent to the credit bureaus to restore the account to the XX/XX/XXXX status. After that update letter, we have documented well over 30 changes to the account that directly affected what was being reported to all three credit bureaus. We also noticed that the changes varied between the three bureaus, to later discover that the changes were being made to the Closed Account keep our credit score below a level to Refinance away from the new mortgage holder. Our last request to correct the various and ongoing changes is recorded in Mr Cooper response letter dated XXXX ( uploaded ). That letter also indicates that changes were requested from the three credit bureaus, with the last letter asking us to wait 5 days for the changes to appear on the credit reports ( " Please allow the credit reporting agencies five ( 5 ) days to complete the update '' ). To this day the reports and data on at three of the credit bureaus are still varied from one to the other, and not one is showing that any of them was restored as the letters stated to the before XX/XX/XXXX transfer date. These request were done through Mr Cooper 's website. We also sent request my mail earlier and request were made before XXXX of XXXX but soon after there are more than 20 recorded changes. Our XXXX XXXX account alerts us every time our credit score changes, and that along with a couple other services has informed us that these changes were being made, but what puzzled us was that the account was showing " CLOSED '' and based on what we're told by the credit bureaus, an Closed account should never show payment or history changes. To also find out later that the ongoing changes to the credit files prevent the scores to be correct because of the timed algorithm system. So even if they finally and really restore the accounts, it's too late to get a fair and correct credit score. The question becomes why is our data constantly being changed to keep our credit score below the refinance threshold. And they have also added information to the reporting that should not be there ( see attached uploaded - XXXX negative data removed ) look at account type : .. " including purchase money first '' a line that should not be on on loan that could have never applied to a XXXX XXXX , and was never showing as such in any of the credit reports before the transfer. When asking one of the credit bureaus about that comment, we were told it is a very negative thing to have on a credit report and later research explains why but should never be associated with a XXXX XXXX loan. We are tiring with trying to get Mr Cooper to correct this problem. We're told to report this acting to the CFPB before taking other steps. It appears this may be an problem others are also experiencing.

Company response to consumer: Closed with explanation