Consumer complaint received 2023-01-26
Company: Mr. Cooper Group Inc.
State: CA
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:
The issue is 26 late payments on me and my wife 's credit reports due to a system error on a joint mortgage account that was always paid on time using autopay. ( will attach docs to support this ). 

This is an ongoing nightmare me and my wife are going through over the past 3 years. 
Sent many dispute letters to the creditor and to the 3 bureaus, was promised multiple times that all late payments will be removed, we also has a letter from the bank stating we were never late on this account, also have a recording of a phone call with bank 's permission were the representative admits there was a system error and promised again that all late payments will be deleted from both of our credit reports. 
As of today, for an unknown reason XXXX reports 6x30 days late payments, XXXX reports 24 lates, and XXXX 23 lates. 

We have always paid our mortgage on time for many years, enrolled in autopay and making 2 payments per month. Our mortgage is currently with Mr. Cooper/Nationstar, XXXX XXXX is the mortgage servicer who's collecting from us and disbursing payments to Mr. Cooper. 

I will attach here our mortgage transaction history confirming payments have been made on time, letter from the mortgage servicer ( XXXX XXXX ) confirming we were never late, copy of a page from my credit report showing all the late payments, and a few bank statements showing payment made on time while showing as late on our credit reports. ( XXXX XXXX XXXX XXXX ) PLEASE HELP us to resolve this issue and have all late payments on this account removed from XXXX XXXX XXXXXXXX XXXX. 

Her is a small portion of our previous communication with Mr.cooper/Nationstar and their response : XX/XX/XXXX : we spoke with XXXX, he stated that the funds were misappropriated and went to the wrong account. Said he'll contact their XXXX XXXX ' and get back to me and never did. 

XX/XX/XXXX : I spoke in length with XXXX from Mr. Cooper & XXXX from XXXX at XXXX who opened an investigation. Their supervisor said he made all the necessary changes. The next month, the money was withdrawn from my account on time and i received again a late fee and 30 days late on my credit report. 

XX/XX/XXXX Spoke to XXXX who sent me to XXXX who sent me to XXXX XXXX from Escalation department, she promised the issue was fixed and late payments will be removed in up to 30 days and she will email me a deletion letter. Nothing was sent! and i called and wrote XXXX emails to her and never got a response. 

XX/XX/XXXX spoke with XXXX to follow up with XXXX XXXX, no response. 

XX/XX/XXXX spoke with XXXX at XXXX, she said that the transaction history is our proof that issue was corrected and she'll submit a request to delete the late payments as the system does not show that previous request was made. 

XX/XX/XXXX XXXX sent a letter stating that we had a shortage of {$5300.00}. Again, upon checking my bank account all monthly payments were made on time. To avoid further issues i sent a check for {$5300.00} on XX/XX/XXXX. 

XX/XX/XXXX following many joint calls with Mr. Cooper i received a letter from XXXX stating that my credit might have been affected due to processing error and that they sent Mr. Cooper a letter requesting a removal of all late payments. 

XX/XX/XXXX spoke with Mr. Cooper again.. 
XX/XX/XXXX spoke with XXXX at XXXX I have many more... 

*** XX/XX/XXXX : SPOKE WITH XXXX XXXX ( resolution team ) at XXXX. She said they will delete the late payments from both reports ( XXXX XXXX XXXX  XXXX and will call me to follow up on XX/XX/XXXX. She also emailed me the payment activity on the account. XXXX I received the payment history but NO CALL OR RESOLUTION. 

XX/XX/XXXX : SPOKE WITH XXXX FROM XXXX AND XXXX FROM MR. COOPER ON A 3 WAY CALL at XXXX, ASKE PERMISSION TO RECORD THE CALL, SHE AGREED, we went over all the late payments, she said she sees the error and promised that this time it will be resolved and get deleted from our credit reports. Again, nothing was resolved and we never heard back from anyone.

Company response to consumer: Closed with explanation