Consumer complaint received 2020-05-19
Company: Mr. Cooper Group Inc.
State: GA
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 have a current 20 year mortgage with Nationstar Mortgage DBA Mr. Cooper. My mortgage originated on XX/XX/XXXX and began appearing on my credit file with all three credit bureaus shortly thereafter. During the span of the past 19 years, I have never been late or missed a single mortgage payment. 

In XX/XX/XXXX, I decided to get a copy of my annual credit report, as I wanted to sell my current home and purchase another one. To my surprise, my mortgage no longer appeared on any of the three credit bureaus. Not having this account appearing on my credit report lowered my FICO score significantly which I knew would effect my finance rate when it came to purchasing a new home or applying for credit in any situation. 

On XX/XX/XXXX, I placed a call to Mr. Cooper requesting that my mortgage be reported to all three credit bureaus immediately. My request was assigned a research ticket number ( XXXX ) and forwarded to their Research Department for investigation. Making this first phone call started a vicious 45 day cycle of emails from Mr. Cooper in the form of a computer generated form letter stating they would need 30 days to research the issue. As soon as the 30 days elapsed, I would receive another form letter stating that they needed an addition 15 days to complete their investigation. Each time I would call Mr. Cooper for a status ( approximately ever 45 days ) it would generate a new research ticket and the 45 day clock would start ticking again. On three occasions, I requested that the trouble ticket be turned over to a supervisor for resolution. Finally, after two full years of calling Mr. Cooper, I received a letter from Mr. Cooper dated XX/XX/XXXX stating that my trade line with them was being forwarded to all four credit bureaus to be reinstated. I was thrilled, as this issue had delayed the sell of my current home and the purchase of another for over two years. 

I realize that the credit bureaus take between 90 to 120 days to update an account so I waited patiently before checking my credit report again. However, after waiting another whole year, the only credit bureau that has added my mortgage to my credit file is XXXX. My mortgage is still not appearing on XXXX, XXXX nor XXXX credit files. Upon calling each of these bureaus to question why my mortgage has not been added, I get the same answer each time " we have never received any information from Mr . Cooper. '' None of the bureaus will take the account information from me, stating that it must come from the creditor and that I should request Mr. Cooper to " call it in '' and they will add it over the phone.

Once again, the vicious 45 day cycle of phone calls begin with Mr. Cooper. By now, more than three years has passed and my now 19 year old mortgage still isn't appearing on my credit file with the three credit reporting bureaus. My mortgage will be paid off in less than a year. My last phone call to Mr. Cooper was XX/XX/XXXX, literally begging them to call the three bureaus and report my credit line. As of this date, XX/XX/XXXX, nothing has changed. It seems to be a finger pointing situation with Mr. Cooper stating that they are reporting my mortgage each month and then the three bureaus stating that they have not received any information from Mr. Cooper.

Company response to consumer: Closed with explanation