Consumer complaint received 2019-07-22
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
I am writing to you today concerning my Mr. Cooper loan which was established in XX/XX/XXXX with Nationstar Mortgage and was converted to Mr. Cooper. My wife and I have exhausted our efforts with both the Mr. Cooper Customer Service Department and Research Department teams, and are reaching out to you as the last resort to effectively and swiftly remedy our complaints. It is our hope that the miscommunication and lack of communication will end with you, and all of the missing puzzle pieces may finally be put back together. 

In XXXX of XXXX, we received our Chapter XXXX Bankruptcy Discharge from the Florida Bankruptcy Court. My wife and I also had signed and received the Reaffirmation Agreement with our Mr. Cooper Home Mortgage account. We were relieved knowing that everything was squared away with our home, the loan, and we would be able to begin rebuilding our credit scores again as everyone knows that life requires this. However, in XX/XX/XXXX, that was when everything took the turn downhill. 

Mr. Cooper had made changes to the reporting on our XXXX  and XXXX reports ( we use XXXX XXXX  o Our payments were no longer being reported o Our account status had been changed to Discharged in Chapter XXXX Bankruptcy o Our Scores had dropped significantly I made the call to our Bankruptcy lawyer and asked him for advice as this was new territory for us. He explained that yes, we had received our Discharge in XX/XX/XXXX but our file was still open as the Trustee was still dispersing our tax money to creditors, but he had just finished so the file would close soon. He stated Mr. Cooper would need to begin reporting again, update our reports to reflect as Open and backdate all of our payments accordingly. By XX/XX/XXXX, our credit reports still werent updated and still reflected the Discharged in Chapter XXXX Bankruptcy status. Neither of us were happy about it as we were still trying to recover financially from the financial side, of course. Now we were also dealing with the credit side and this wasnt helping. 

Throughout the course of this process, I have filed disputes with XXXX, XXXX and the CFPB. 
XXXX for the inaccurate Discharged in Chapter XXXX Bankruptcy reporting in XX/XX/XXXX Case Number XXXX o XXXX  eventually updated the account to reflect as open and in good standing. 
XXXX  for the inaccurate Discharged in Chapter XXXX Bankruptcy reporting on XX/XX/XXXX Case Number XXXX o XXXX responded on XX/XX/XXXX that their reporting was accurate information being supplied by Mr. Cooper ( Mr. Cooper was reporting that our account was closed and discharged in Chapter XXXX. ) o I disputed again and attached a copy of our Reaffirmation Agreement explaining that our account is NOT closed and was NOT included in the Chapter XXXX Bankruptcy, and that it needed to be updated to reflect as Open and Current. 
o XXXX  promptly deleted the account from my credit report I then emailed a copy of our Reaffirmation Agreement to Mr. Cooper on XX/XX/XXXX demanding they update all of our credit reports to reflect as Open and Current as it had almost been an entire year and it was my understanding that it was a violation of the Fair Credit Reporting Act. In essence, we just wanted to rebuild our lives after what we had been through. 

On XX/XX/XXXX I called Mr. Cooper and spoke to XXXX. She assured me that this would be resolved within a week and to call back that following Friday on XX/XX/XXXX. She told me she was marking the file Urgent. 

On XX/XX/XXXX, we received an online communication from Mr. Cooper thanking us for our phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. This caused some confusion as I was just told It would be resolved within a week. 

On XX/XX/XXXX, I called back as XXXX had told me to and spoke to someone named XXXX. I explained my entire conversation with XXXX to him. He told me that marking our file as urgent meant absolutely nothing and that our file was added to a pile, when they get to it, they get to it. He also stated that it could take up to 30 days for that to happen. He assured me, however, that when they get to my email and it is fixed, Mr. Cooper would backdate everything to our discharge date. 

We then received another communication thanking us and informing us another 30 days would be needed. It was at this point that we decided to no longer call because we were tired of receiving the time extension emails. 

I then called XXXX to see if anything could be done. They told me that it is their policy that they can not fix anything until Mr. Cooper tells them to. It is also their policy that when a consumer disputes an account twice, they automatically remove it despite having the legit proof. 

On XX/XX/XXXX, we received response via the CFPB dispute we had filed involving Mr. Cooper and this entire situation. The responding person was XXXX XXXX XXXX, a Customer Relations Specialist. 
We show that the credit dispute was completed on XX/XX/XXXX. It was confirmed that the account is being reported to the credit reporting agencies. 
o On XX/XX/XXXX, I spoke to two agents from XXXX by the name of XXXX and XXXX  ( ID # XXXX ) and both have confirmed our mortgage account shows no payments for XXXX reflected. It only shows our account as being in good standing. 
o I then called XXXX, also on XX/XX/XXXX and this same mortgage still does not show up on my credit report. 

I sent Mr. Cooper a letter via mail with delivery confirmation requesting the trade line be re-added to my XXXX as instructed by XXXX XXXX XXXX. 
XX/XX/XXXX XXXX Delivery Confirmation confirms Mr. Cooper receives my letter XX/XX/XXXX, we receive online correspondence from Mr. Cooper explaining that it will take up to 30 days for research but Mr. Cooper has received our request on XX/XX/XXXX XX/XX/XXXX, we receive a second online communication stating Mr. Cooper requires a 15-day extension for more research to complete this and I will be kept in constant contact regarding this XX/XX/XXXX My wife and I both have a dispute added to our XXXX  credit reports that state we are disputing our Fixed Rates. Neither of us have ever contacted Mr. Cooper or Equifax EVER to dispute our Fixed Interest Rate. I called on XX/XX/XXXX to dispute this as neither my wife nor myself ever disputed our fixed rate for our mortgage accounts fixed rate. The agent assured me this would be removed. It never was. 
XX/XX/XXXX, I received an update on my XXXX XXXX showing Mr. Cooper posted this had been resolved. I called XXXX to find out more information and spoke with agent XXXX who informed me that Mr. Cooper posted the Fixed Rate had been through a process called Credit Counseling or the like. Neither my wife or myself had EVER initiated this type of dispute with our mortgage. I then spoke with another agent XXXX ( Agent ID # XXXX ) who placed the dispute # XXXX to have this removed from my credit report. It has since been removed from mine but my wife still needs to have it removed from hers. 
Today is now XX/XX/XXXX and Mr. Cooper still has not responded to me via mail at all since I sent my initial request to have my line re-added to my XXXX as instructed by XXXX XXXX XXXX which was received XX/XX/XXXX. XX/XX/XXXX was the last time I received an online correspondence from Mr. Cooper when they requested a 15-day extension without a reason as to why it was needed and this case has not been resolved nor have, they reached out to me regarding this matter. How does this not place Mr. Cooper in violation of the Real Estate Settlement Procedures Act ( RESPA )? 

As you can see, it has been one journey that doesnt end. The back and forth with the Customer Service department and Research Department, the finger pointing between the employees within those departments, the misinformation I have received just trying to fix my credit report and my wifes credit report That is the ultimate goal here. We discharged our bankruptcy more than a year ago and we are still paying the price for it now. It truly isnt fair. Our mortgage is current, up to date, not behind, however you want to look at it. We have followed every direction given to us by ALL of the Mr. Cooper employees we have spoken to. This is what we are requesting of you and we truly hope that you will assist : I am requesting for the final time to have my Mr. Cooper account re-added to my XXXX Credit Report. I have completed each step including sending the written letter to Mr. Cooper and have waited patiently since XX/XX/XXXX ( before XXXX if you want to include the runaround by your employees. ) We are now at the middle of XX/XX/XXXX. If there is any reason why this can not be completed, I would like this in writing via USPS mail and a personal phone call from you. 
Both my wife and I are requesting to have the dispute removed from our XXXX reports regarding the Fixed Rate. Neither of us filed this dispute with either Mr. Cooper or XXXX. XXXX is aware that we never filed it and I believe that Mr. Cooper may have sent this off to XXXX  for both myself and my wife instead of fixing my trade line request with XXXX  like they were supposed to? 
Both my wife and myself are requesting to have every payment made for XXXX added to all credit reporting agencies. XXXX  HAS CONFIRMED THAT NO PAYMENTS ARE BEING REPORTED TO THEM FOR XXXX! My wifes XXXX  also shows no payments for XXXX as well! Please fix our XXXX as well! This is completely unacceptable. ALL 3 CREDIT REPORTING AGENCIES SHOULD REFLECT EVERY SINGLE XXXX PAYMENT, ALL OF THEM AS ON TIME, AND OUR ACCOUNT AS IN GOOD STANDING! 
Both my wife and myself are requesting that every piece of payment history be reported accurately to each of our credit reporting agencies. Our reports should be 100 % identical as we are on the same account and when we compare, we find discrepancies. This is 100 % unacceptable! 
We would like assurance that retraining of staff involved with our account will take place once this situation has been cleared so no other customer has to endure this nightmare. Avoiding a legal battle is key. 

XX/XX/XXXX an email was sent to CEO XXXX XXXX requesting action be taken to remedy this. No response was ever received. All of the above was sent to him. 

To date, nothing has ever been received on our end from Mr. Cooper to fix this and this situation remains unresolved. They are in direct violation.

Company response to consumer: Closed with explanation