Consumer complaint received 2019-03-26
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
I have a mortgage with Mr. Cooper, formerly NationStar Mortgage, several years ago they were incorrectly reporting my mortgage payments as being missed or late. Since I purchased my home I have been on an equity accelerator program where one half of my monthly payment is drafted directly from my bank account every 2 weeks. Approximately 3 years ago upon checking my credit I saw that Nationstar had reported that I had missed 12 mortgage payments, which was completely false. I tried to work with NationStar to get this corrected, as you can imagine what is was doing to my credit, all attempts failed. I was unable to refinance with another lender as my credit was trashed, not only as a result of Nationstar reporting incorrectly but had gone through a nasty divorce. It has now been approximately 2 to 3 years since this occurred and I have been working very hard to improve my credit. In XXXX of XXXX upon checking my credit I found that there was no mortgage reporting on my credit at all. I contacted Nationstar now Mr. Cooper and asked that this be corrected and that my mortgage be reported to the 3 reporting agencies and was told that this would be taken care of. Well it is now XXXX of XXXX and nothing, In XXXX I again called Nationstar which was now Mr. Cooper and tried to get this taken care of and was told that the credit reporting agencies were the ones requesting that it not be reported, and that I needed to send a letter to Mr. Cooper requesting that my payments were once again reported, which I did in XX/XX/XXXX of XXXX. After thinking about this I contacted all 3 of the agencies to see why they had requested my mortgage not be reported and was informed that it was Nationstar that asked that the reporting cease. When I discovered this I again called Mr. Cooper, this time I was informed that it was the equity accelerator program that had made the request. I finally got to speak with a supervisor, XXXX who was very kind and said that she would look into the matter and try to get to the bottom of it and gave me a date of XX/XX/XXXX. I then received a letter from Mr. Cooper asking me to send them a letter requesting that they begin reporting my mortgage. I once again contacted XXXX. She tried once again to be helpful and told me that the original letter I sent in on XX/XX/XXXX was on file and did not understand why this letter was being asked for again. XXXX told me that she was going to get to the bottom of this and was also going to attempt to have the matter expedited. We are now coming up on the end of XXXX and still this matter, despite my letter and numerous requests is still in the same situation it was when I asked it be corrected last XXXX. I do not understand what it is going to take to resolve this matter, and therefore am looking to you for help. I have worked hard improving my credit and I know that having never missed or been late on a mortgage payment if my mortgage was being reported as it should my score would increase dramatically. I want nothing more than to get away from Mr. Cooper, but until they start reporting to the credit bureaus I'm stuck. Any assistance you can give in this matter will be greatly appreciated.

Company response to consumer: Closed with explanation