Consumer complaint received 2018-05-22
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
NationStar Mortgage, doing business as Mr. Cooper, is incorrectly reporting late payments on my loan to all three credit bureaus, for XX/XX/XXXX and XX/XX/XXXX. This is due to Mr. Cooper purchasing flood insurance on my behalf and placing an escrow balance on my loan, even though I had already provided proof of flood insurance. 

I received a letter from Mr. Cooper dated XX/XX/XXXX, stating that I had 15 days to provide proof of flood insurance. A copy of the flood insurance was provided via their website. When I spoke to a representative on XX/XX/XXXX, they confirmed receipt of the flood insurance policy and I was told that my monthly payments would remain the same ( {$860.00} ), and that the escrow account would be removed. 

In a follow up phone call to Mr. Cooper dated XX/XX/XXXX, I was then told that I need to pay an outstanding escrow balance from XX/XX/XXXX of {$84.00} in order for my loan to be current. Even though this does not make sense, since I have never had an escrow account on this loan, I made this payment out of frustration in order to try to bring my account current. I later received a refund of this payment for {$64.00}. 

On XX/XX/XXXX, I spoke to a supervisor named XXXX XXXX at Mr. Cooper, who stated that their system does not show any late payments on my account, and that all payments were made on time in XX/XX/XXXX. 

In my most recent phone call to escalation specialist XXXX XXXX on XX/XX/XXXX, I was then told that my XX/XX/XXXX payment of {$860.00} was being held in a suspense account and not applied to my loan, even though the payment was made on time. She stated that the payment amount of {$860.00} was incorrect, and should have been {$970.00} instead. This increased amount does not make sense, since that amount would include the lender placed insurance/escrow balance, which I was previously told had been removed. XXXX stated that I need to pay an outstanding balance of {$290.00} in order to release the XX/XX/XXXX payment and have it applied to the loan. Again out of frustration, this payment of {$290.00} was made on XX/XX/XXXX in order to try to bring my account current. She also stated that I have been one month behind in payments from XX/XX/XXXX until XX/XX/XXXX. However, all payments were made on time in XX/XX/XXXX, as evidenced by the attached screenprint of my bank account. 

I have called Mr. Cooper numerous times to try to get my account corrected, however, I receive different answers from each representative that I speak to, and none of these representatives are able to explain to me why my account is showing as delinquent, or help me to get it current. To date, my account is still incorrect. Because of this incorrect reporting to the three credit bureaus by Mr. Cooper, my credit score has dropped by almost 100 points. These numerous phone calls, hours of time spent, and various different answers by Mr. Coopers representatives have caused a great amount of unnecessary stress. This incorrect credit reporting has also caused me to be unable to obtain a loan for a new home that I was in the process of purchasing, and should be closing on in XXXX. If this issue is not corrected quickly by Mr. Cooper, I will be unable to purchase my new home, and will not have a home to live in, as my previous home has already been sold.

Company response to consumer: Closed with explanation