Consumer complaint received 2022-07-16
Company: Mr. Cooper Group Inc.
State: CA
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: Their investigation did not fix an error on your report

Complaint:
I pay my mortgage directly through a company called Mr. Cooper back in XXXX I was under a loan modification program which I will be including thats on my statement. Towards the end of XXXX the program ended I was told again that nothing bad will report to my credit since I had asked this question throughout the whole year of XXXX because I was in a financial bind due to a terminal medical issue. XX/XX/XXXX I contacted Mr. Cooper to find out any other options because I got sick again the sickness was more so like a XXXX  a really bad XXXX  at that time no one knew that it was XXXX  so I continue to try to make my payments XX/XX/XXXX is when I was placed on a COVID-19 plan with this plan I was told that I did not have to make payments while I was not working due to XXXX  I also was told that it will backdate the Covid-19 plan to XX/XX/XXXX. Turn to find out that I was told I got miss informed information I have been trying to correct this error by sending documentation by speaking to over 50 different representatives that left a notation stating they were also confused and to why I have to go through so much when I am currently doing all my payments on time for the past two years. What is really unfortunate about Mr. Cooper is they try to retain their customers by selling them other products like refinancing your home I get so many calls from Mr. Cooper regarding refinancing my home why would I want to do any business with this company anymore let alone have another loan with them? They cant even correct the problem at hand. I am no angel I have been behind before on my mortgage I have had XXXX problems prior I try my best to walk in good faith I have never made a complaint regarding this company even though there has been a lot of hiccups within the last 12 years of dealing with Mr. Cooper. But other agencies like consumer finance and the XXXX XXXX XXXX should see how consumers are just numbers and how we are being handled poorly. This has now been over two years and I have disputed this with Mr. Cooper numerous amounts of times and Ive also disputed this with the credit bureaus numerous amounts of time Im getting nowhere. Because of my long history with Mr. Cooper I would think that if I had two years and positive good standing on time payments sending double payments a month to get the mortgage down to pay it off I think they should look at my history and see that we owe some type of help that help to me would be removing any past due late charges 30/60/90 days 120 days please remove I will greatly appreciate this. Whats really sad is that I was on a forbearance payment plan to prepare myself for another loan modification and was told by the representatives that it will not report negatively on my credit report. Getting misinformed information is one of the worst things that a company could do not training all their employees to be on one page and no the different products and services is really unfortunate because in the long run it hurts the customer and damage the reputation of the company I will never do business again with Mr. Cooper. Furthermore Mr. Cooper shouldve at least updated my credit Report to say that I was in some sort of repayment program which was not done either it just shows that I was delinquent and never attempted to try to pay.

Company response to consumer: Closed with explanation