Consumer complaint received 2018-08-07
Company: NATIONSTAR MORTGAGE LLC
State: IN
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: Their investigation did not fix an error on your report

Complaint:
I see that Nationstar XXXX Mr. Cooper removed the false report with the credit bureaus regarding, Natural Disaster ONLY with XXXX  and XXXX. Yet, the report sent neglected to improve my FICO score that was hit hard, -20+ points after the, Natural Disaster report was falsely submitted by your company. We were in agreeance that a positive report being submitted to have everything reversed, including false, Natural Disaster report. I will need this re-submitted so my FICO score can be re-established. I know this is possible after XXXX Nationstar Mr. Cooper did submit a report weeks prior to the false negative, Natural Disaster report and FICO points were positively established. Please listen to taped phone call conversations approximately 2 weeks prior to the false credit reporting, Natural Disaster that per all three credit bureaus, that false negative reporting did play an important role in the decline of my FICO score. This is only a touch of the continued false, malicious, intentional reporting by Nationstar XXXX Mr. Cooper. The last time was using my identity and adding over {$100000.00} without my knowledge to my existing loan. A police report and identity theft report, credit froze by all three credit bureaus against those who continue doing false reporting by someone at XXXX Nationstar Mr. Cooper. 

I will need this change, removing once again, the false reporting, Natural Disaster in a POSITIVE report submitted by XXXX Nationstar Mr. Cooper to ALL three credit bureaus so FICO my score points can be re-established and this false reporting is removed completely. This as we spoke on the phone Mr. XXXX XXXX agreed, as well when I spoke to all three credit bureaus, can be done with a positive report submitted by XXXX Nationstar Mr. Cooper. Something your company has yet to do, but once, then you in turn have someone submit more false reporting as well additional negative comments. 

Once again, what we agreed upon is still not being corrected as your company only submitted an update on my mortgage balance with XXXX, XXXX  and did not remove the false reporting claim of natural disaster off of my credit report with XXXX. I spoke to them an hour ago, they stated they received an update only on the balance of my loan. XXXX Nationstar Mr. Cooper did NOT send any positive report or change to remove the false malicious reporting. 

Once again, your company as we agreed per our conversation was to submit a positive Report with the credit bureaus and by having the false reporting of a, Natural Disaster REMOVED which would help re-establish my FICO score points that were taken away due to once again false reporting from your company, natural disaster. 
I need this issue addressed in a correct urgent proper manner with all three credit bureaus. I also need positive reports added to help reverse the false claims and accusations by your company which was maliciously reported and falsely reported with the credit bureaus. 

I also need every single payment now reported to all three credit bureaus. Your company per taped conversations stated that AFTER the forbearance period was up, which it is, that ALL my payments since the beginning of my VA mortgage loan would be reported. As of this afternoon, they are still NOT being reported. Refer back to your taped conversation phone calls over the course of the past 12 months for your reference. This all started due to your XXXX representative, Mr. XXXX XXXX misguiding me to stop making payments on my VA mortgage loan due to issues we had with the prior owners hiding major repairs that had not been addressed, but instead hidden by photo frames, furniture, etc. Your company did admit that Mr. XXXX was in the wrong and made a settlement to close the forbearance and last payment owned during the forbearance period. 

I have as well brought in other parties on this issue as well as the Attorney General 's Office, Consumer Department in the state of Indiana so this matter will finally cease and not continue on with malicious false reporting by XXXX Nationstar Mr. Cooper. I will as well continue with CFPB complaints until this is resolved. I also submitted all parties copies of the phone calls with credit bureaus proving that the issues still as of this late afternoon, have NOT been resolved. Yet, XXXX Nationstar Mr. Cooper sent a CFPB reply to myself the consumer, stating all the issues have been changed, addressed with the credit bureaus just a few days ago. No ... the ongoing issues with the latest malicious intentional false reporting have not been corrected. 

I have also reached out to FEMA with regards to a taped phone call converstation with myself and with XXXX Nationstar Mr. Cooper manager and representative within the past few weeks that blamed FEMA for the false reporting. 

I have as well reached out to my insurance company, they have never heard of such false reporting and in turn, blaming FEMA. Both parties have no reporting of any such NATURAL DISASTER in my area that would warrant USAA Nationstar Mr. Cooper to submit on a report to all three credit bureaus on my credit report with my VA mortgage loan. 

Mr. XXXX also on a taped phone call conversation, instead of letting me know this serious matter would be handled ASAP. He stated, " Maybe it's time you should find a new lender and refinance through a different bank. '' Instead of owning up to the companies continued false reporting and not reporting all payments with the credit bureaus. Who as any large bank representative states such a thing? I brought this up to my current bank and they stated, " Why would any bank say such a thing? Just fix the issues, it isn't that hard to submit a report to the credit bureaus and take ownership of the incorrect reporting. '' This ongoing matter of false reporting has been going on for almost 18 months and is taking a grave toll on my wife 's Health who is a current XXXX patient. 

See your email from Mr. XXXX, the issues he stated were resolved. Per taped phone calls, emails, etc from the credit bureaus. It has not been resolved. 


Message Published On XXXX XXXX  CDT You Have a New Message Notification ATTORNEY GENERAL COMPLAIN RECEIVED. 
See less message1 XXXX XX/XX/XXXX / XXXX XXXX  Dear Mr. XXXX, Thank you for bringing your correspondence regarding experience with XXXX XXXX to our attention. My team at the XXXX XXXX XXXX XXXX works in conjunction with the CEO s office, and I am working on researching the details of what occurred. I will reach out to you in 48 hours to discuss further. If you need to reach me, please feel free to call me at ( XXXX ) XXXX ( XXXX ), Extension XXXX. My office hours are XXXX XXXX  to XXXX XXXX Monday through Friday. 

Thank you for your patience. We value your membership and the opportunity to serve you. 


Between XX/XX/2018 and XX/XX/2018, your XXXX/NATIONSTAR MORTGAGE balance decreased by {$210.00} from {$120000.00} to {$120000.00}. 

Updated Account Information XXXX/NATIONSTAR MORTGAGE - Remark Removed From Account Remarks are meant to make your report more clear. If you're not sure why this remark was removed from your report or where it came from, you can contact your creditor or the credit bureau for more information. 
Between XX/XX/2018 and XX/XX/2018 the following remark was removed from this account : Affected by natural disaster XX/XX/XXXX / XXXX XXXX  XXXX Nationstar Mr. Cooper representative, Mr. XXXX and Indiana Attorney General Representative was sent another email and two further taped conversations with two credit bureaus. This on top of three other prior taped calls and the credit bureaus reporting by your company on my credit report of malicious, false continued reporting that has as well continued to further damage my credit and FICO score. 

Your company has yet to once again fully correct false reporting and do what it takes by submitting a positive report explaining the false reporting that has been going on for months that has caused my credit to suffer. I have also been in contact with an interested party at a very large reputable newspaper in Washington DC. If this serious issue does not get resolved urgently I will submit my story to the writer. I also now have enough proof for grounds to seek legal action. 

Sincerely, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation