Consumer complaint received 2018-06-24
Company: NATIONSTAR MORTGAGE LLC
State: AL
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:
Nationstar Mortgage, dba " Mr.Cooper '' acquired the servicing of a mortgage loan on a rental property in XXXX in XX/XX/XXXX. All payments were made on time or early. The property was sold in XX/XX/XXXX and the mortgage was paid in full. At no time was this account delinquent or in any other way in violation of the terms of the mortgage. In XX/XX/XXXX I filed a chapter XXXX BK due to XXXX XXXX. I phoned Nationstar and advised them the judge did not have me forfeit the property due to it's diminished value after Hurricane Katrina ( at the time it was worth less than the owed mortgage ). I asked Nationstar to re-confirm the loan at that time. I was told that was not necessary. " Just pay the loan on time and all will be fine ''. The BK was discharged in XX/XX/XXXX. All other delinquent accounts were removed in XX/XX/XXXX. In XX/XX/XXXX I have now realized that they are currently reporting this " paid as agreed '' mortgage as a " serious delinquency '' on XXXX - one XXXX report I reviewed seemed to indicate they wrote off the entire mortgage! They also " '' updated '' the XXXX report at the end of XX/XX/XXXX ( more than 7 years after the discharge of the BK ). The update now shows the delinquency will remain on the report until XX/XX/XXXX, which would be 14 years after the discharge. A FICO score XXXX based on XXXX data shows my credit at XXXX until the " update '' of XX/XX/XXXX when the FICO decreased to XXXX. No other bureau, to my knowledge, is reporting the erroneous " serious delinquency ''. This error is causing me to pay excess home mortgage interest as well as higher insurance rates etc. When I became aware of the error in reporting the Nationstar ( Mr Cooper ) mortgage I contacted XXXX  with my concern. They sent info that did not correct the reporting. I phoned them ( XXXX ) and was rudely told that I was " seriously delinquent '' and would have to contact the mortgage company. I did. I was told to file a formal request. I did. That was received on XX/XX/XXXX by Mr. Cooper. On XX/XX/XXXX they stated they mailed me a letter stating the " research required '' would exceed the 30 business days and they would need an additional period of 15 business days for the " analysts to continue working toward resolving '' the issue. I had to phone Mr. Cooper to have them send me that letter as it was never received. They did. I gave them more than the 45 business days to respond. I phoned XXXX XXXX on XX/XX/XXXX and spoke to XXXX. He was very pleasant and concerned. He advised me after he looked at the complaint and the payment history that he had " escalated the issue to the manager who would call me in two business days. '' No call was ever received. On XX/XX/XXXX I again phoned Mr. Cooper and spoke with XXXX who was also very polite and attempted to be helpful. She advised me after looking over the information pertaining to my issue that it was assigned to a researcher on XX/XX/XXXX ( more than 45 business days after I submitted the complaint ). She also advised no resolution had been reached. The time on the phone with XXXX was 42 minutes. At this point I feel Mr. Cooper has not followed through on anything and since the loan is paid off ( again-never delinquent ) they feel no obligation to correct their misinformation to XXXX and do not intend to assist in correcting the error that has caused me such problems. I reluctantly am filing this complaint. I thought Nationstar would at least resolve a rather simple reporting error - including their keeping the erroneous information on the loan and reporting it for another 7 years ( 14 years after the BK ). I have included various documents including the entire payment history with Nationstar ( downloaded from their website ), their letters to me, and some of the FICO information from XXXX. XXXX shows the mortgage closed XX/XX/XXXX. It was paid timely until XX/XX/XXXX when the entire loan was paid off.

Company response to consumer: Closed with explanation