Consumer complaint received 2018-04-20
Company: NATIONSTAR MORTGAGE LLC
State: GA
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:
I have had a 2 year history of terrible service from Nationstar Mortgage now Mr Cooper. ( a new name they assume to cover their dirty image ) They first denied my request for modification under a Federal program that I was qualified for. They said I was not undergoing financial difficulty because I was not far behind on my mortgage payment. After much back and forth with them, they ask me to make payments on a " trial payment '' plan for a modification. While receiving those payments, they reported to the credit agencies that I had not made any payments and was now 90 days in arrears which has significantly affected my ability to borrow having been denied credit since. The appalling thing is, their representative told me they would have the 90 days late removed and did nothing about it so much so that I was surprised when a lender told to me it was on my credit report. In fact, my subsequent conversation with a rep from Coopers said they have no record of me complaining about the erroneous 90 days late. that is not surprising, because I have record of them giving conflicting information from their XXXX reps vs their USA reps. They changed names in the middle of my transaction shutting down access to the Nationstar website then blame me as the consumer for not being able to access their online portal. It is also convoluted as to which of their 2 dba 's they are claiming received late payments. Since they ceased operating under Nationstar and changed names during the modification process it had a grave negative impact on me as the consumer. They assigned me so called " dedicated specialist '' who has NEVER returned any of my several phone calls to him. This company is the epitome of dis-service to the consumer. I have several time requested document from them asking to show how they received my loan in the first place and that ownership/title was legally and properly transferred to the mortgagor in the first place, they have failed to provide any documents over a year now. For all I know they could be collecting money from me under false pretense as they have not provided me with a proof/trail of ownership from the previous owner ( s ). I spoke with rep days ago who promised to send the situation to " research dept '' however, they are not moving fast enough and I have little faith in this company as I was told the same thing before and nothing was done and no correspondence was sent to me one way or the other. I contend that the payments I sent in during the " trial payment period '' were just that " payments '' and should have been reflected as such so I should not look like I was extra late because life happens. Their lack of performance and negligence caused the modification to stretch out over a long period than was necessary. I ask that this company move to erase the 90 day late from the records of the credit reporting agencies.

Company response to consumer: Closed with explanation