Consumer complaint received 2019-09-09
Company: Mr. Cooper Group Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
Today, I made a call to XXXX and was instructed to place another dispute with the CFPB against Mr. Cooper to get this situation fixed. The representative I spoke to said that this needs to be resolved on Mr. Cooper 's end and I will not be giving up until this is 100 % resolved to my satisfaction, the correct way as I have done NOTHING WRONG to deserve what Mr. Cooper has done. It shows up on my wife 's, it should be on mine!!! She said I need to request this be escalated to the highest level it can go because the run around I am receiving is absolutely absurd and it needs to be reviewed by a fresh set of PROFESSIONAL and EXPERIENCED eyes. 

1. The first item I have attached is the email Mr. Cooper denies receiving ... To quote XXXX XXXX XXXX, You indicate that an email was sent to XXXX XXXX on XX/XX/2019. However, we do not show that any correspondence was received on that date. While this may not be the response you were hoping for, we trust that we have addressed your concerns. the email we sent to Mr. XXXX XXXX. Please see the attached document dated XX/XX/2019. It is the email sent from our personal email to him, as according to every search online, email is the only method of communication to reach him. This attachment clearly shows it was sent by us to him. This clearly explains EVERYTHING from day one I decided to file a dispute with the CFPB. Sorry this isnt what you wanted to see 2. The next items I have attached would be the " Fixed Rate Dispute '' screen shots from directly from our credit reports that Mr. Cooper word for word denies. It is 100 % impossible for a dispute to be added to a credit report unless a dispute is filed. If you learn how to read, all of these are related to a FIXED RATE! Not once have we EVER disputed our fixed rate! I called XXXX and questioned this the very day it appeared on my credit report and they explained that YOU, MR. COOPER, added this to our credit reports. They informed me that a credit counseling service was utilized and WE NEVER USED ANY TYPE OF SERVICE EVER! THIS IS STRAIGHT UP FRAUD! I IMMEDIATELY DISPUTED THIS DISPUTE RIGHT THEN AND THERE. It is notated on there. XXXX informed me that Mr. Cooper did this. In fact, they also stated the only way it can be removed from both myself and my spouse IS BY YOU! This will be removed by Mr. Cooper from our XXXX immediately because this is FRAUD. 

3. Also attached is a screen shot of the communications page from our account on the Mr. Cooper website. Our last ONLINE communication to us from Mr. Cooper is dated XX/XX/2019 as you can see on the website where we were informed we would receive an update and, " Thank you for your inquiry. Unfortunately, the research required for your inquiry will likely exceed the 30 business days that we anticipated we would need to resolve the request. Our analysts continue to work toward resolving your issue, and we will remain in contact with you as we work toward a resolution, which will be provided within 15 business days of the original 30 business day deadline. We greatly appreciate your patience. '' We never received any further communication after that. I do believe that is a direct violation of that timeframe, correct? What is the penalty? The email you attached from your end dated XX/XX/XXXX? Your letter head from your system with no time stamp. You more than likely typed it up and attached it right to the CFPB website right then and there. How do I know? Mr. Cooper NEVER directly emails us! Thats why it isnt listed in our account communications from Mr. Cooper and you sent it as an attachment. IT IS A FAKE! Mr. Cooper is in direct violation of Real Estate Settlement Procedures Act ( RESPA ). Keep in mind, damages are up to {$2000.00} plus you cover our attorney fees I believe AND court costs? There may be more but we would need to consult a professional. 

4. When speaking to XXXX, I was told that it is Mr. Cooper who needs to have my account trade line reinserted. It is YOUR responsibility. It should NEVER take this long. The woman said it is BOGUS for you to be telling me it isn't a guarantee, especially when it was removed due to error not on my end, when it was marked as discharged in  bankruptcy when it never was. She looked at my credit report and saw everything. She saw the mistakes. She said that Mr. Cooper should have ONE representative from the credit reporting agency that it should be dealing with directly and I should never be told that Mr. Cooper isnt hearing back from someone, that it will take multiple attempts, and that it would take many months to complete. She also provided me with a phone number to provide to you if you are in need of a XXXX Representative for future assistance to get this resolved ASAP XXXX for Marketing. How nice of them to assist you and me! 

5. Once again, I quote XXXX XXXX XXXX, After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. However, you have the right to access the documents we used in this investigation and we have included those documents in this letter for your records. Those documents are : Transaction History Previous Response and Enclosure Research Request Letters ( 3 ). 

Allow me to clarify these for you. Transaction history for both myself and my wife do not match and we WILL NOT do your job for you. Please have YOUR PEOPLE MAKE THEM MATCH. In other words, DO YOUR JOB! Previous response and enclosure? Your previous response was crap, lets be real here. It flopped the first time and it flopped here too. XXXX has called you out on it by providing you with a phone number to make it right. Guess what? MAKE IT RIGHT. Denial is the longest river and you are on one heck of a boat. Research request letters, 3. More like 2 and one fabricated letter that you wrote just to attach to this website to avoid us taking legal action. It didnt work. Take a look at everything I am attaching to disprove everything you FAILED to attach. You WILL fix what we are demanding and then we will see about collecting what we are legally entitled to since you have violated the law.

Company response to consumer: Closed with explanation