Consumer complaint received 2023-08-22
Company: Mr. Cooper Group Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
To whom is concerned, I hope this letter finds you well. I am writing to bring to your attention an unfortunate incident that occurred in which initially, I was under the impression had resulted in a delay in being able to make one of my most recent mortgage payments. 

At the end of XXXX, an alert was received via credit monitoring reflecting 30 day missed payment. I immediately called Mr. Cooper, my mortgage loan provider, and spoke with a female representative who initially stated the account was current and she could not determine the cause of the credit monitoring alert. She stated she could provide me with a document to dispute said alert. 

During this initial contact, I was reaching out to kindly request understanding and assistance in rectifying the situation and the representative was informed of the hardship and the unauthorized withdrawals from my XXXX XXXX account that may have impacted the inability to meet my financial obligations to include mortgage payments. 

Again, female representative could not determine the reasoning behind the credit alert but indicated she was making the necessary documentation reflecting the call. 

Following this conversation, frequent calls were made to rectify the situation as I was not initially informed that there was evidence as why account was reported as delinquent, document received by previous representative to dispute alert was not suffice, and I unfortunately experienced an unforeseen circumstance that was out of my control that caused additional financial burdens. 

During my final contact with Mr. Cooper, I spoke with a male representative who stated he empathized with my situation. 

The male representative provided me an email address to send documentation once received from XXXX XXXX bank reflecting bank fraud and an open claim because of unauthorized withdrawals causing the bank fraud ( multiple unsuccessful attempts were made to send to address provided once documents were received from XXXX XXXX which indicates additional inaccurate information has been provided to me. 

The following message is received each time, Ive tried to submit to XXXX Sorry, we were unable to deliver your message to the following address. XXXX : No mx record found for domain=mr.cooper.com ) On XX/XX/2023, I was provided an additional alert from XXXX XXXX bank concluding their investigation and determining that Nationstar operating as Mr. Cooper was not impacted by the unauthorized withdrawals made on the account as the payment was processed prior to funds becoming inaccessible. 

Copies of the bank transactional history involving Nationstar mortgage operating as Mr. Cooper, were provided showing all recent withdrawals. 
Attached to this letter, you will find a screenshot of the bank statement provided by XXXX XXXX Bank, which indicates that the payment was received and processed by your company within the designated timeframe and payment to Mr. Cooper was not impacted by this hardship as I previously assumed, as funds were successfully withdrawn. 

I kindly request that you investigate this matter and DELETE the erroneous late payments reporting on my credit reports, as the current late payment designation is adversely affecting my credit score and financial standing.

Company response to consumer: Closed with explanation