Consumer complaint received 2019-01-30
Company: Mr. Cooper Group Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XXXX XXXX, XXXX First of all, thank you, whom ever is reading this. I truly appreciate your service to the people of this country. Here is my complaint : Nation Star reported two allegedly delinquent payments for XXXX and XXXX XXXX to the 3 credit reporting companies related to my mortgage ; Mr. Cooper-Nation Star refused to remove the erroneous reports despite my efforts. The facts : Nation Star obstructed acceptance of my only remaining mortgage payment due on XX/XX/XXXX by failing to draw an ACH payment as it has done for many months. There was no second overdue payment : Nation Star drew the last and only remaining XXXX payment via ACH payment on XXXX XXXX and this completed all payments due ( See Doc. # 2 attached, my XXXX XXXX statement ). Nation Star is therefore responsible for the alleged delinquencies reported to 3 credit rating companies. Please see the attached email from Mr. XXXX XXXX of Nation Star ( Document # 1., XXXX XXXX, XXXX XXXX wherein he affirms that after reviewing the records it does appear that the ( Nation Star ) credit team disregarded the credit correction I submitted for you. He continues : I am reaching out to the head of the credit team to request that we adjust the credit hit since it was our error that caused the payoff to fall late. Nation Star never made the correction. I have already filed two complaints with XXXX  about the alleged delinquencies. They remain on all three of my credit reports. FYI : I must offer some history of the details : On XX/XX/XXXX, Nation Star mailed me a notice of payment due for two months mortgage due on XXXX XXXX, XXXX ( which I received on or about XXXX XXXX for {$2400.00} ). Only one month was due to close the mortgage ( for approximately {$870.00}, which was paid on XXXX XXXX with an ( unjustified ) late fee added totaling {$890.00} ) See Doc. # 2, my XXXX XXXX report for XXXX XXXX, XXXX. The billed {$2400.00} figure included an escrow payment already paid by that time and eventually refunded to me. Clearly, Nation Star accounting is incompetent. Furthermore, because Nation Star had drawn ACH payments from my bank for months, I assumed Nation Star would continue to do so for my last mortgage payment due XX/XX/XXXX. I called immediately on or about XXXX, XXXX ( upon receiving the erroneous payment overdue notice ) and spoke to Nation Star representative XXXX XXXX who informed me that Nation Star does not accept ACH payments for the last pay-off mortgage payment if the mortgage closing date precedes the ACH pay-off date. Nation Star never sent me any information or disclosure concerning this payoff strategy ; XXXX agreed that the normal industry standard would be to provide the consumer with 30 days written notice. I would have complied without difficulty had I been notified of this policy. 
( Subsequently, XXXX supervisor stated that the company made 3 robot call warnings to me, which I never received. My telephone likely identified the calls as SPAM ; phone calls do not qualify as a proper disclosure ). When speaking with Mr. XXXX on XXXX XXXX, I arranged to pay the last XXXX payment immediately via ACH ( see Doc. # 2. XXXX XXXX   statement showing an XXXX XXXX final payment plus unjustified late fee ) to Nation Star ). Mr. XXXX stated that he would see to it that Nation Star would not send delinquent reports to credit reporting agencies. Nonetheless, Nation Star did so and now refuses to remove the record of two alleged delinquent payments. I made several phone calls and have several emails documenting my complaint to them. On XXXX XXXX, XXXX, Nation Star wrote to me stating they would address my complaint within 30 days re : their credit reporting in accordance with RESPA. ( See Document # 4 ). They never fulfilled their legal obligation to do so. Therefore I filed complaints with XXXX in XXXX and XXXX and made several phone calls and emails to Nation Star. As a result, the incorrect information Nation Star also submitted to XXXX  and possibly to the other two companies stating that my mortgage was not paid off ( which it was ) was removed BUT the claim that I was delinquent for two months remains. Failure to remove this incorrect information means that Nation Star is causing me financial damages FOR ERRORS NATION STAR MADE. During XXXX and later, as a result of their erroneous reporting, my credit rating tumbled from around 830 to around 740 and below as a result of Nation Stars report of negative, alleged delinquencies. My XXXX  report tells me that this happened because of the 2 delinquent payments on my report. I see from your web site that many others have complained about this bank and its credit reporting practices. I have spent hours dealing with Nation Star. This is not fair or legal. Please help!

Encl : Document # 1 : email from XXXX of Nation Star, XXXX XXXX, XXXX Document # XXXX ( XXXX pages ) XXXX XXXX, ACH XXXX XXXX, my final mortgage payment drawn by Nation Star on XXXX XXXX, XXXX Document # 3 ( 2 pages ) Mortgage Release, dated XXXX XXXX, XXXX Document # 4 ( 2 pages ) XX/XX/XXXX from Nation Star, promising to respond to my complaint within 30 days re : their credit reporting in accordance with RESPA.

Company response to consumer: Closed with explanation