Consumer complaint received 2019-04-12
Company: Mr. Cooper Group Inc.
State: MN
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:
On XX/XX/XXXX I received a letter from my mortgage company, XXXX XXXX XXXX , XXXX, stating that my mortgage loan would be transferred to a company, Mr. Cooper. Although I was in fact late in making my XXXX payment to XXXX XXXX XXXX and had not paid, I had the funds to make the full XXXX payment on XX/XX/XXXX and planned to pay PRIOR to 30 days ( XX/XX/XXXX ) so I would not be reported as 30 days past due on my credit report. However, upon visiting their website on both XX/XX/XXXX and XX/XX/XXXX, I was immediately re-directed to the Mr. Cooper website. Upon entering my loan number on the Mr. Cooper website, I was informed that I could NOT make any payment towards my loan until XX/XX/XXXX due to the " onboarding process until my loan was fully transferred over '', which was past the 30 day mark. I then attempted to call XXXX XXXX XXXX to make my payment over the phone, however the phone number ( XXXX ) was immediately transferred to Mr. Cooper, just as the website was re-directed. I then called and spoke to one of the customer service specialists at Mr. Cooper and was told again over the telephone that I was unable to make ANY payment towards my XXXX statement until XX/XX/XXXX and that there would be a 60 day period by which no late fees or negative credit reporting would be imposed upon me. 

On XX/XX/XXXX I received notice from XXXX that there was new action on my credit report. Upon visiting the website, I saw that on my XXXX  report, XXXX XXXX XXXX had reported me as 30 days past due. On XX/XX/XXXX I then called Mr. Cooper again to inquire as to why I was reported as 30 days past due when I was UNABLE to make my XXXX payment on both XX/XX/XXXX and XX/XX/XXXX via the XXXX XXXX XXXX website OR the XXXX XXXX XXXX phone number I had attempted to call. I was then informed to send an email to " XXXX '' and that I should NOT have been reported as 30 days past due since I was not allowed to make a payment at the end of XXXX. I then sent an email to the email address noted, with all of the specifics and details explaining the dates that I attempted to pay and how BOTH XXXX XXXX XXXX AND Mr. Cooper would not accept my XXXX payment until XX/XX/XXXX. I received NO email or phone response from anyone at Mr. Cooper, so on XX/XX/XXXX I called them yet again and asked to speak with a manager. I was placed in touch with a senior customer service specialist, XXXX XXXX, who once again explained to me that it should NOT have been reported as 30 days past due and that she would be submitting the matter to their " research team '' to investigate and they would correct the error. On XX/XX/XXXX, I called XXXX XXXX directly yet again to inquire on the status of my complaint and left a message. Approximately 10 minutes later I received a response to my initial email that I had sent her, whereas she stated the matter was submitted to their research team on XX/XX/XXXX and I had to wait 30 days for the matter to be resolved ( despite her previous statement over the phone that she would have the matter escalated and resolved within 15 days ). 

After still receiving NO response again from Mr. Cooper, I contacted them by telephone today, XX/XX/XXXX, and asked to speak with a manager. The manager, XXXX XXXX, explained to me over the phone that the matter had been closed, and that upon reviewing my complaint, it had been determined that there was no error made in credit reporting because the loan came over to Mr. Cooper on XX/XX/XXXX from XXXX XXXX XXXX and was already 30 days past due. I explained to her that the loan would NOT have been 30 days past due, had I been allowed to make a payment on XX/XX/XXXX or XX/XX/XXXX on either the XXXX XXXX XXXX website OR by calling and making a payment to them over the phone. She then explained to me that the phone number had not been transferred over until XX/XX/XXXX, which was 100 % inaccurate as I had called the XXXX XXXX XXXX customer service number XXXX multiple times between XX/XX/XXXX and XX/XX/XXXX as I was concerned about being reported as 30 days past due on my mortgage and wanted to ensure I could make a payment prior to XX/XX/XXXX. I continued to argue that I was unable to make any payment via both the XXXX XXXX XXXX OR the Mr. Cooper website or via either phone number during the last week in XXXX. She then told me to send an email to XXXX and wait another 30 days for a reply. (? ) This places me right back where I started on XX/XX/XXXX over 2 months ago, and leaves me with zero resolution regarding this matter. Meanwhile, the 30 days past due record remains on my credit file and is negatively impacting my credit score for the past 68 days already.

Company response to consumer: Closed with explanation