Consumer complaint received 2019-04-02
Company: Mr. Cooper Group Inc.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
This is a complaint about how NationStar ( DBA Mr. Cooper ) reported the payoff of my home loan to the credit reporting agencies. 

My home in XXXX, GA went up for sale on XX/XX/XXXX. By XX/XX/XXXX we were under contract. The closing date was set for XX/XX/XXXX. On XX/XX/XXXX, my wife and signed the Loan Information request form authorizing our closing XXXX, XXXX, to obtain loan balance information from NationStar ( DBA Mr. Cooper ). The attorney did reach out to NationStar, and hence NationStar was aware that our home was under contract to be sold and closing on XX/XX/XXXX. 

With the closing happened at the end of XXXX, my thinking was the entire loan would be paid off in XXXX, and that final payment would arrive within XXXX weeks after the grace period date of XX/XX/XXXX. However, the closing, though, did not go as planned. The buyers lender was late. We had to push the closing out to XX/XX/XXXX. Our home sale did indeed close on XX/XX/XXXX, but as a result of the delay, NationStar ( DBA Mr. Cooper ) received no payment from me for the month of XX/XX/XXXX at all. It was never my intent to miss a payment. 

Over the timeframe NationStar has serviced my loan, which must be close to 10 years, not once did I ever miss a payment altogether, nor did I ever fail to make a payment within each monthly grace period. Therefore, they have years of timely payments as a track record for me. My home closing incident is my only blemish. 

On XX/XX/XXXX, three days after the closing of my home, XXXX XXXX, the President, CEO, and Chairman of NationStar ( DBA Mr. Cooper ), penned me a letter entitled YOU MADE BUSINESS A PLEASURE. In the letter, he wrote the following : Its been a pleasure serving you and I hope weve made your journey rewarding. Please take a moment to congratulate yourself on a milestone achieved. Your home loan with us is paid in full. It feels great, doesnt it? ( See attached letter ). Honestly, it did feel great..for about 8 days. Then, on XX/XX/XXXX, I learned NationStar ( DBA Mr. Cooper ) had posted the missed payment/late payment to the credit reporting agencies. Their posting crushed my credit score as you can imagine because the credit rating agencies have focused on the missed payment, rather than on my loan being paid off in full. Needless to say, I do not feel " great '' anymore. 

On XX/XX/XXXX, I submitted a credit dispute with NationStar ( DBA Mr. Cooper ) for them to research my issue. I was assigned case # XXXX. I was told that I would have a response by XX/XX/XXXX. I did not receive a timely response. After I made several phone calls, almost on a daily basis, I received an email on XX/XX/XXXX with their response. They found no issues with their reporting of course. That letter is attached. 

On XX/XX/XXXX, I submitted to NationStar ( DBA Mr. Cooper ) a letter requesting a goodwill adjustment to my credit report, laying out the case in a similar manner I am doing here. That letter is also attached. I received a response from them on XX/XX/XXXX, which was basically NationStar ( DBA Mr. Cooper ) reattaching their response letter from XX/XX/XXXX to an email. 

I can only conclude NationStar ( DBA Mr. Cooper ) does not care how much they harm someone's credit worthiness. What else can I conclude when I have a track record of years and years of no issues regarding payments. Then, after I have paid off the loan in full, they penalize me! Their motto of how people can do business comfortably with them by " hangin ' with Mr. Cooper '' is a total farce. All they did to me was " hang me out to dry! ''

Company response to consumer: Closed with explanation