Consumer complaint received 2019-06-29
Company: Mr. Cooper Group Inc.
State: FL
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: Problem with personal statement of dispute

Complaint:
In XXXX of 2018, we were notified that our mortgage was to be transferred from XXXX XXXX XXXX to Mr. Cooper. Prior to that, we had been working on a Loss Mitigation case, applying for a Loan Modification as a result of a Natural Disaster Forbearance program through XXXX XXXX. We had spent almost a year working through our loan modification application so I was very uneasy with the idea of a service transfer right in the middle of our application process. I very pointedly asked XXXX XXXX if we would have to start the lengthy process over upon being transfer, and they assured us that Mr. Cooper is required to honor any offerings and resolutions that XXXX XXXX offered. 

As we neared the start of the service transfer, XXXX XXXX officially approved us for a Loan Modification. Accordingly, we were sent the terms of the modification, which we were to sign, date and return - then we would be done. We obliged and returned the paperwork promptly in early XXXX of 2018. I confirmed with XXXX XXXX that the paperwork was received and that all that needed to happen at this point was processing - they confirmed back. Meanwhile, the service transfer began to Mr. Cooper. 

I also reached out to Mr. Cooper and explained our situation. Due to previous issues with XXXX XXXX XXXX, I sought to understand a ) how the Loan Modification process would be effected, and b ) if any of this would effect our credit. They mentioned that it would take 60 days for everything to transfer, and upon completion, they would begin to pick up where XXXX XXXX left off. 

After the 60 days passed and all paperwork had presumably been received, Mr. Cooper claimed that they had no documents showing we had ever been offered a Loan Modification. As a result, they geared up to report negatively to our credit based on the forbearance period of 60-90 days unless we came up with almost {$8000.00} in a matter of weeks. Of course we were unable to come up with that amount of money in that short period of time, so they hit us both with several negative remarks to our reports. 

I explained to about 5 different people including their Research Team that we possessed documents that showed we had in fact been offered a Loan Modification. However, it suddenly became very clear to me that Mr. Cooper had no such record of these documents. They launched an investigation to get any other missing documentation from XXXX XXXX XXXX, however came up empty handed. Accordingly, Mr. Cooper claimed that due to no evidence of our acceptance into a Loan Modification program, they claimed their negative credit reporting was true and accurate and refused to remove the negative reporting. 

At the time of the service transfer, we were actively working with both Cross Countrys and Mr. Coopers Loss Mitigation departments AND had been offered an loan modification from Cross Country. I have been told on several occasions by Mr. Cooper that if we had applied for and been accepted into a Loan Modification program, they would honor it. However they ultimately did not honor it, and as a result not only did we have to go through the entire application process all over again, but they also reported negatively to my and my partners credit during the ( re ) application process. All of this because they claimed they did not possess documentation showing our previous acceptance into the program.

Company response to consumer: Closed with explanation