Consumer complaint received 2020-06-08
Company: Mr. Cooper Group Inc.
State: MI
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:
On XX/XX/XXXX I tried paying my home equity monthly mortgage with Nationstar/Mr. Copper over the phone with THEIR IVR system ( auto payment over the phone ), it would not allow me to make the payment, it kept kicking me out of the system. I made several attempts to make the payment ( this is the same process I've used for the past several years ) with the same results. I tried contacting Mr. Cooper on XX/XX/XXXX and due to the holiday they must have been closed. I was finally able to contact a customer representative on XX/XX/XXXX, to make a successful payment and explain that THEIR automated phone system ( IVR ) was not working and I was concerned of a negative credit reporting ( my current credit score was XXXX ish ), I was informed by the rep not to worry about it that " THE SYSTEM HAS BEEN KNOWN TO HAVE PROBLEMS '' and not to be concerned he would make a note on the account. 

Approx a month later after getting a credit report update noting that my score had dropped approx 100 points!, I contacted Mr. Cooper. I was informed by the first rep that there would be a email sent to the " research dept '' to investigate and someone would follow up with me. No follow up ever happened. I then reached out several more times to Mr. Copper to resolved with more statements stating the research dept was handling it. In the mean time I submitted disputes with XXXX, XXXX and XXXX. I contacted Mr. Cooper and was informed on XX/XX/XXXX by XXXX ( rep ) out of XXXX, Texas that my problem was resolved. I asked for what exactly that meant and was informed that the negative hit was corrected. I then received statements from Mr. Copper stating they received inquiries from XXXX, XXXX and XXXX and to follow up with them on the results ( attached ). Mr. Coppers " research dept '' does not accept phone calls or has any direct communication with their customers. These statements do not show any resolution, just to follow up the agencies. 
I then contacted Mr. Cooper again and was informed yet again by another representative ( XXXX ) that the problem was resolved in my favor and it might take a little while for the credit agencies to report the " correction ''. After waiting and not seeing a results I contacted XXXX and was informed they did not correct the problem and the negative hit was to stay. 

I'm beyond frustrated with Mr. Cooper, to extent of consideration of to closing my account. 
I take my credit rating very serious and to have it drop as it did due to a failure with their system seems unfair. I'm hoping this gets resolved before hiring a attorney and contacting the B.B.B. In one of their statements ( attached ) I was suppose to have a " Dedicated Loan Specialist '', XXXX XXXX, whom I was pretty much blown off by him, with no care to customer service. 

I'm also attached a doc of my banking statement which shows my payment completed successfully with my primary mortgage company on XX/XX/XXXX. I make these payments at the same time every month. 

Please assist in any possible way to resolve this matter.

Company response to consumer: Closed with explanation