Consumer complaint received 2020-03-02
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My loan went through a disaster modification beginning in XXXX due to hurricane Harvey. There was a mistake made by Mr. Cooper when they processed my application for the disaster modification so I had to open a FHA/HUD complaint since they did not follow HUD procedures when it came to requesting an exception. HUD contacted Mr. Cooper about the issue, as a result the issue was corrected and my disaster modification was approved and FHA closed the case but since Mr. Cooper made an error and have to correct the paperwork there was a delay on Mr. Cooper 's end posting the completed modification. I was advised on several occasions by MR. Cooper loss mitigation not to make any payments unless it was within my trial period. 

I am filing with your agency because Mr. Cooper has been reporting incorrect delinquencies to the credit bureaus for the last 15 Months and I have sent in 3 formal request in writing to their research information department and the issue is still on resolved. 

My first request for this to be resolved was through the Mr. Cooper secure mail site on XXXX XXXX. ( their reference number to my email XXXX ) My second request was to their research information email address dated XX/XX/XXXX, my third request was XX/XX/XXXX. Due to the incorrect information they have provided to the bureaus my credit score has dropped 111 points for this specific reason. Mr. Cooper made one correction to the credit report and then added some false comments that show up as made by the reporter which state " loan is non government ''. I am not sure what the purpose of that was other than to possibly add the comments so that they did not have to make the changes to my request for them to update the reporting from XX/XX/XXXX-XX/XX/XXXX. 

Because we were in a declared disaster area and our loan is a FHA loan the FHA Policy Handbook 4000.1 Section III.A.3.c requires the lender to follow suspension of reporting to consumer reporting agencies. Mr. Cooper reported delinquencies from XX/XX/XXXX through XX/XX/XXXX. 

There should be no reporting for the period of XXXX XXXX XX/XX/XXXX. In XX/XX/XXXX our modification was approved for trail and I began to make payments, I sent in my first payment on time for XX/XX/XXXX and they posted it to my account on XX/XX/XXXX and the moved the money into an unapplied funds posted to my account and then " reversed '' it in their system due to incorrect processing in the system, however the payment was made on time as agreed and in their possession, but they reported it as a late/missing payment to all three credit reporting agencies. 

They did the same for XX/XX/XXXX and all payments are posted on their end and should not reflect a missing or late payment status. I received an email to the Mr. Cooper secure inbox acknowledging my complaint and them forwarding to the correct department. Mr. Cooper has updated my credit agency disputes to " resolved '' status on my credit reports with all three bureaus but they only corrected XX/XX/XXXX to show the payment was made on time. 

I have called the customer service line over the last 15 months and have been told there is no live department number I can call and I can only communicate by email and fax.

Company response to consumer: Closed with explanation