Consumer complaint received 2019-05-14
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:
For months now, Ive received the runaround on a matter that shouldnt be so hard to correct. Prior to Mr. Cooper acquiring XXXX XXXX XXXX, I had never missed a payment or let any payment go 30 days late. This does not pertain to just my mortgage ; however, to all my financial obligations. 

In XX/XX/XXXX, a 30-day late marker had hit my credit report. This went unidentified by me until my home went on the market and I attempted to purchase a brand new, to be built, home from a new builder. My now loan officer had pulled my credit on XX/XX/XXXX and had informed me that that there was a recent late payment on my credit report by XXXX XXXX. He also stated that since late payment was so recent it caused my credit score to tank from the mid to upper 700s to the very low 600s. This  was very embarrassing, as I have never made any late payments to anyone. Ever. I felt as if this was a defamation of my character. 

Upon receiving this information, I attempted to call XXXX XXXX. All phone numbers and contact information that I had, was re-routed to Mr. Cooper. I had concerns since I never had any dealings with Mr. Cooper, nor did I know that XXXX XXXX had merged with them. With the sale of my home, my loan with them was set to be paid off, I immediately filed a dispute with all three bureaus since I couldnt reach anyone at XXXX XXXX and since Ive never heard of Mr. Cooper. I also sent a goodwill letter addressed to XXXX XXXX and located an address for Mr. Cooper to send a copy of that same letter. I had never received anything back from the letters sent and my dispute investigation results further upset me. 

I quickly received correspondence from all three bureaus that there had been a response to my dispute and that the dispute results where in my favor. This was not in fact the case. Instead of removing the XX/XX/XXXX late marker, it was bumped up by one month to being late XX/XX/XXXX. I contacted to bureaus to get information on where this dispute was sent to, as I could never locate anything or anyone more to speak with at XXXX XXXX and I couldnt understand where they were routing my disputes. I was informed that the disputes had been set to and responded by Mr. Cooper. 

On XX/XX/XXXX, I had contacted Mr. Cooper to speak directly with them on this matter. I have no idea why the late payment was just moved back one month and not removed as per my complaint. The representative that I spoke with stated that she didnt seen any payments made in XX/XX/XXXX, which is why myXX/XX/XXXX payment was late and the next payment that was made was in XX/XX/XXXX. I asked what the alleged next payment in XX/XX/XXXX was and/or if there were two payments made. She informed me that only one payment was made and that it was made for the exact payment. Things escalated at this point because if this were true, there wouldve been a rolling 30-day late payment and this matter would be much more severe. The rep couldnt explain why there wasnt a rolling late and had only stated she doesnt see any payment being made. I informed her that I have proof that there was money deducted from my bank account to disprove what she was alleging. She said that she couldnt do anything more and that this would need to be researched through a different department. I was provided reference number XXXX and had faxed everything that I have showing that there is clearly an error on what they see and what they have reported to fax number XXXX on XX/XX/XXXX. 

Included in this dispute is a copy of my most current credit report from XXXX. A service that I now must pay for, since Ive never had an issue with my credit before. I am providing this to support, although there shouldnt really be anything for me to prove, that the above statement made by me is 100 % accurate. I challenge you to review my impeccable payment history and explain to me how it would humanly be possible to go 30 days late on a payment. Furthermore, even in the unlikely event that I was getting close to being late, I never received any calls or communications informing me or providing me the ability to rectify the situation prior to being late. 

I feel that this is abusive because it has caused us to halt any attempts on placing a deposit down to break ground on the construction of our new home. We cant secure financing to build our new home due to the late payment and the diminished credit score. Its unfair because Ive been trying to rectify this since XX/XX/XXXX only to find that the acts and practices of this company yields no assistance to assist a customer with their issue ; however, only place blame on what they think may have happened, while making me feel as an inadequate human being who doesnt pay his bills. This is costing me so much more out of pocket expenses, since the duration of our current renting situation had been prolonged.

Company response to consumer: Closed with explanation