Consumer complaint received 2019-10-13
Company: Mr. Cooper Group Inc.
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
On XX/XX/XXXX we filed a Chapter XXXX Bankruptcy to get rid of outstanding debt in attempts to save our home. Our case was discharged on XX/XX/XXXX. Our home was mortgaged with XX/XX/XXXX XX/XX/XXXX at the time. Ive attached some supporting documents and you should find on page 3 of them a page from our bankruptcy case confirming that we filed to retain the residence and reaffirm the debt with XX/XX/XXXX XX/XX/XXXX, continuing our payments to them through this whole process. Our bankruptcy lawyer recommend that after the case was discharged that we should attempt to get a mortgage modification. 

After the discharge on XX/XX/XXXX we took a moment and then contactedXX/XX/XXXX and started the process to secure a modified loan with XXXX XXXX XXXX XXXX which took effect XX/XX/XXXX. In XX/XX/XXXX XXXX XXXX XXXX sold our loan to Nationstar. 

We didnt think to check our credit, being told that bankruptcy would take its obvious toll on it. Imagine our surprise when we decided to finally try to build it back up in XXXX and lease a car only to find out it was worse than we thought with one of the reasons being because our mortgage wasnt being reported. When we called Nationstar they stated that it is XXXX   XXXX XXXX 's fault and threw our bankruptcy back in our face. XXXX XXXX XXXX wouldn't even talk to us because they no longer held the loan. The one thing they both said was that some paperwork wasnt filed correctly and tried to lay blame on the lawyer. I tried to call our lawyer, only to find out that hes moved out of state and is no longer practicing. I only have our filing documents which clearly show that retain property and reaffirm the debt are marked off. I have no idea if a certain document was supposed to be filed along with it. Just to be clear I asked Nationstar who they have been receiving payments from for our address and they confirmed that it was us and I followed with the obvious question, then why arent you giving us credit for said payments and they claimed they can't because of the bankruptcy. Their remedy was to refinance. Sure, what kind of rate are you going to give us when we cant improve our credit score because you wont give us credit for our payments?! 

Eventually Nationstar became Mr. Cooper and the real estate market has improved and we are no longer upside down in the mortgage and Mr. Cooper continually pesters us to refinance. We thought now is the time and tried to take them up on it only to find out they are still holding the bankruptcy over our head while encouraging refinance ( see attached document from Mr. Cooper ) and we are 8+ years post bankruptcy. To this date we have not been given credit for our post bankruptcy mortgage payments. Thats 8+ years of payments XXXX  XXXX XXXX and Nationstar/Mr. Cooper have failed to report. This house really exist! Weve lived in it, raised a family in it and maintained it for 22+ years. We pay property taxes for it! The mortgage companies accept our money for it! Give us credit for it..fair and simple.

Company response to consumer: Closed with explanation