Consumer complaint received 2025-07-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
XX/XX/XXXX, my mortgage servicer was transferred to Mr. Cooper from XXXX XXXX. We were notified in writing and online of the change on the website/email and mail correspondence. In addition, I submitted a request along with an official letter from the XXXX XXXX XXXX XXXX of my 100 % VA XXXX tax exemption status to adjust my property taxes to get the correct monthly payment via Mr. Cooper 's email for escrow documents. ( see attachment ) The escrow adjustment payment was made/requested on XX/XX/XXXX in the amount of {$2000.00}. On XX/XX/XXXX, I made an online payment in the amount of {$1100.00} ( see attached ). As was stated in a letter no late credit reporting would be made due to the transfer. In addition, another full payment from my homeowners insurance was made on XX/XX/XXXX in the amount of {$2600.00} ( XXXX XXXX XXXX XXXX ). An amount of {$68.00} was due via the Mr. Cooper website of which I could not determine. 

The Mr. Cooper website was new and difficult to navigate for making payments and understanding what was to be paid and applied. On XX/XX/XXXX ( XXXX mortgage payment ), the day before it was due with confirmation XXXX which cleared my XXXX XXXX  account ending in XXXX. In addition, an amount of {$92.00} was due, however I did not know what these charges were for but despite not knowing I made a payment on XX/XX/XXXX, to avoid any issues which I figured were a result of the transfer confirmation XXXX. On XX/XX/XXXX ( XXXX mortgage payment ) I made my mortgage payment confirmation no. XXXX. On XX/XX/XXXX, I made a mortgage payment confirmation no. XXXX. ( see attachments of payments paid and not returned from XXXX account ending XXXX. 

On XX/XX/XXXX, I received a credit alert stating my mortgage was past due 30-days. This of course plummeted my credit score between XXXX points depending on bureau. I was in the process of looking to cashing out equity in my home to pay off debt and conduct some home improvements. The debt settlement company, XXXX XXXX XXXX XXXX which caused severe damage to my credit and I was in the process of rebuilding my scores when hit with a 30-day late alert. This delayed my ability to obtain equity options from multiple lenders I spoke with. 

On XX/XX/XXXX I contacted Mr. Cooper via their research department to challenge the issue. In turn, I provided bank statements, their escrow and payment history on my account, and other supporting documentation to investigate and correct the reporting error on my report. 

Mr. Cooper investigated the issue and updates were noted on my credit reports but the late payments were still reflected and my scores did readjust those XXXX points that caused the initial drop. Additionally, I have found separate credit bureaus reporting the account " pays as agreed '' or status " open '' but it does not remove the 30-day late payment from its payment history. There also was discovered today a reporting of a 60 day late on XXXX. I pay for myFico and have separate accounts with each bureau and have disputed these errors to no avail. This has caused me extreme XXXX! I'm a service-connected XXXX veteran on a fixed income struggling to get my business up and running to avoid being dependent on XXXX. This company has several complaints regarding these same practices of which I've researched online and via the Better Business Bureau. To date via a letter dtd XX/XX/XXXX from Mr. Cooper they have not provided any written correction of error or appropriately addressed my credit scoring problem but only updated the account of which I do not see reflected to provide to a potential lender for proof of " never late/pay as agreed ''. In addition, to avoid future payment issues, I MUST call to make a payment and clarify to allocate my payment to the principal and interest to avoid the website allocating my payment elsewhere, which has happened before. I have not ever been late on ANY mortgage payments since my purchase in XX/XX/XXXX. The reporting of the open date and mortgage terms are empty or absent and has not been correct which causes my credit scores to be incorrect. I provided a copy of my original agreement along with several other support and the company has failed to accurately report monthly payments, rescore and update the false " late payments '' on my all my credit reports and to properly rectify the errors and provide an appropriate statement of their error in the creditor statement area on my credit reports despite statements, paid notifications from my banking institution, emails etc. as proof and evidence.

Company response to consumer: Closed with explanation