Consumer complaint received 2019-03-27
Company: Mr. Cooper Group Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
My wife and I were discharged from our chapter XXXX bankruptcy which included a reaffirmation agreement for our home mortgage in XX/XX/XXXX. We noticed that in XX/XX/XXXX, our mortgage company Mr. Cooper stopped reporting our payments to all 3 credit bureaus so we questioned our Bankruptcy Lawyer, and their status was changed to " discharged in chapter XXXX bankruptcy '' even though it wasn't. They told us that yes, our bankruptcy was XXXX in XX/XX/XXXX but our Trustee was still dispersing our tax money to creditors at that time so our file was still open but he had just finished so it was closing and Mr. Cooper would need to begin reporting and backdate. Well by XX/XX/XXXX, Mr. Cooper still wasnt reporting and I had already filed disputes with the credit bureaus about it on XX/XX/XXXX and given case number XXXX with XXXX and XXXX with XXXX ( XX/XX/XXXX. ) On XX/XX/XXXX, they came back saying it was accurate information being supplied by Mr. Cooper ( Mr. Cooper was reporting that my account was reporting our account as closed and discharged in chapter XXXX. ) I disputed a second time and attached a copy of our reaffirmation agreement explaining that it was NOT included in the bankruptcy and that it needed to be updated as open and current. XXXX  promptly deleted the entire account from my credit report. XXXX eventually updated the status to reflect our account as open and current, but doesn't show any payments made in XX/XX/XXXX. I emailed Mr. Cooper on XX/XX/XXXX with a copy of our reaffirmation agreement demanding they update our credit reports to reflect open and current as it has almost been a year and they are in violation of the Fair Credit Reporting Act. On XX/XX/XXXX, I spoke to XXXX from Mr. Cooper who assured me it would be fixed within a week and to call back on that following Friday ( XX/XX/XXXX. ) She marked our file Urgent. On XX/XX/XXXX we received online communication from Mr. Cooper thanking us for the phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. Seriously? They just bought themselves even more time??? I called back a week later and spoke to XXXX, who told me marking it urgent meant nothing and that they would get to it when they get to it. He also told me they were still working on it and it could take up to the month starting from the XX/XX/XXXX when I called initially. No mention of the XX/XX/XXXX when I emailed. Not cool Mr. Cooper. How about when my lawyers initially contacted in XX/XX/XXXX? Or the reaffirmation agreement in XX/XX/XXXX? Everytime I call them or email them, they extend the waiting period an extra 30 days. I called XXXX and questioned them deleting Mr. Cooper from my credit report instead of fixing it. They said that's their policy and they won't fix it until Mr. Cooper tells them to. Mr. Cooper keeps giving me the run around. I have a reaffirmation agreement that should have allowed it to remain on my credit report with payments being updated! We are terrified to contact Mr. Cooper to fix this because they just keep adding more time to their " research '' and it never gets fixed, meanwhile it has almost been a year since our bankruptcy discharged and they arent reporting our mortgage payments to our credit and it doesnt even appear on my XXXX! Please help!!!

Company response to consumer: Closed with explanation