Consumer complaint received 2022-01-12
Company: Mr. Cooper Group Inc.
State: WA
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 it may concern : We had a mortgage with NationStar, dba Mr. Cooper from XXXX of XXXX to XX/XX/XXXX. In XX/XX/XXXX we refinanced our mortgage with XXXX XXXX ( Please see Credit Reports and Transaction History from XXXX XXXX, which will show our account with Mr. Cooper was closed on XX/XX/XXXX and XXXX XXXX  took over as of XXXX of XXXX. ) Our Mr. Cooper account was paid in full and closed, as the new company ( XXXX XXXX ) took over our mortgage. We are in the process of trying to refinance again from " XXXX XXXX XXXX '' ( Or XXXX XXXX ) to the XXXX XXXX. When the rep from XXXX XXXX had run our credit in XXXX of XXXX, it was showing that Mr. Cooper had reported us as late for a payment for XX/XX/XXXX. That is 1 year and 2 months since our account was closed. I began the process of contesting that misinformation in XXXX via XXXX XXXX XXXX. The XXXX XXXX Rep pulled my credit again On XX/XX/XXXX and discovered that the erroneous late pay from XXXX of XXXX had been removed, but that Mr. Cooper is now reporting that our XX/XX/XXXX payment is late over 30 days. This caused my Credit score to plummet over XXXX points. I now do not qualify for refinancing due to this mistake, as my credit score is too low to proceed. 

Please see my attached credit report showing that Mr. Cooper is reporting that our XX/XX/XXXX payment is late and we have not had an account with Mr. Cooper since XX/XX/XXXX. I do not understand why they are accessing my credit report and reporting late pays, when our account with them is closed since XX/XX/XXXX. In order for us to refinance, we need this issue with Mr. Cooper Resolved. I have requested a letter from Mr. Cooper explaining the error, however as of XX/XX/XXXX, I have not received a letter from them. 

In addition to the letter from Mr. Cooper explaining the error for our new potential lender, I am requesting that you take whatever steps are necessary to ensure my credit score returns to where it was prior to the misinformation being attached to my credit score. In addition, there are other dates in XXXX where Mr. Cooper is reporting that we were late. Due to Covid 19, we were not able to make our XXXX Payment on time. We had called Mr. Cooper customer service in XXXX of XXXX before we were past due 30 days and worked out a repayment plan with Mr. Cooper Customer Service. We were told that as long as we kept the agreement for repayment then our credit would NOT be affected.. We kept our end of the agreement, and after we refinanced with another company ( XXXX XXXX ) Mr. Cooper reported that we were 30 days past due for XXXX and XXXX of XXXX. Please see my attached XXXX and XXXX statements from Mr. Cooper indicating we were in an agreement plan. If you could look into those as well, it would be greatly appreciated. It feels like Mr. Cooper is intentionally reporting falsehoods because we refinanced with a different company. 

Another issue, is that Mr. Cooper is reporting these late pays into a system that only other Mortgage lenders can apparently see. When I checked my annual credit report from all three credit bureaus on XX/XX/XXXX, the information does not show up on the credit reports, I pulled, but does show up on the credit reports that the lenders pull. This should be a violation of the Fair Credit Reporting Act, because the information is not available to me and can not be easily disputed, but negatively affects my ability to refinance my mortgage. 

I feel like removing all negative things from my credit report and ensuring that Mr. Cooper does not report our credit reports anymore would help to compensate me for the negative impact these errors are having on my credit and refinancing situation. I am also concerned that Mr. Cooper may be doing this to other customers, specifically other Veterans. 

Please let me know if you need anything else from me. 

Thank you, XXXX XXXX ( XXXX ) XXXX.

Company response to consumer: Closed with explanation