Consumer complaint received 2022-06-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Mr. Cooper Group Inc.
State: MN

Complaint narrative:
XX/XX/XXXX Dear Sir/Madam : On XX/XX/XXXX, Nationstar Mortgage , LLC/Mr. Cooper filed a derogatory credit report with XXXX, stating that our previous mortgage on XXXX XXXX XXXX XXXXXXXX XXXX, LA XXXX, which we paid off on XX/XX/XXXX, was 120 days late before the payoff. 

Background Prior to XXXXMr. Cooper, XXXX XXXX XXXX and Reporting ( XXXX  ) was the servicer of the loan until about XX/XX/XXXX, when they informed us that Mr. Cooper would be the new servicer. We should add that the loan had been in a XXXX forbearance with XXXX  since XX/XX/XXXX, and we were requesting an extension of the forbearance because of COVID related financial hardships. 

In XX/XX/XXXX, we received communication from Mr. Cooper confirming that they were our new loan servicer ; when we asked about the status of our request for forbearance extension, Mr. Cooper stated that they were unable to act on our request because they did not yet have complete access to or visibility of our loan file from XXXX. 

Mr. Cooper further told us that the best they could do at that time was to modify the mortgage loan, to which we agreed. In XX/XX/XXXX, Mr. Cooper informed us that XXXX XXXX would be our Single Point of Contact on the matter, and he would be sending the loan modification paperwork for us to sign and return. 

Disappointingly, we did not receive the documents as promised, and when we would try to get in contact with XXXX, he would not respond to our follow-up phone calls ; when we would get other Mr. Cooper employees on the phone, they also would give us assurances that they would pass our messages on to XXXX, but XXXX remained unavailable, and the documents never arrived. 

XXXX attitude made us anxious, and in early XX/XX/XXXX, we formally communicated our concerns to him see our letter attached. In late XX/XX/XXXX, we received a letter from Mr. Cooper acknowledging receipt of our letter of concern, and they promised again to address the outstanding matter no later than XX/XX/XXXX see their letter attached. 

In XX/XX/XXXX, we received another letter from Mr. Cooper stating that our new mortgage plan would take effect XX/XX/XXXX, but we still had not received the mortgage loan modification plan or paperwork. 

On XX/XX/XXXX, we paid off the mortgage to Mr. Cooper. Curiously, the XXXX report shows that XXXXMr. Cooper filed the derogatory report on XX/XX/XXXX. In their report with XXXX, Mr. Cooper states in the same breadth that the issue is resolved. To wit, we were not a party to such resolution, since we did not know there was an issue until we found out in early XX/XX/XXXX, via a mortgage lender, that our credit files contained a negative credit report. Our credit scores up to that point were good, and we had been preapproved for couple of mortgage loans. 

As a result of the negative report, we lost a combined XXXX points on our credit scores and have since had to stand down from actively trying to buy our first home in Minnesota. 

On XX/XX/XXXX, we apprised XXXXMr. Cooper about the situation and demanded they remove the negative report or give us a payoff clearance letter so we can file a dispute with XXXX. 

On XX/XX/XXXX, we received an ambiguously worded response from Mr. Cooper stating that they can not remove the negative report because the loan was in default since XX/XX/XXXX (? ), and they have a responsibility to accurately report to the credit bureaus? We have since asked Mr. Cooper for clarifications, but received no response to date. 

In view of the foregoing, we reported our dilemma to the Office of the MN Attorney General and asked for help. We have since received positive acknowledgement from that office, but they advise that we also file our complaint with your office since you are the proper authority. 

We believe we have exercised patience and tried to resolve this matter between us and XXXX/Mr. Cooper without success. 

We feel that XXXXMr. Coopers actions contradict the facts, and since we can not have them to make the necessary correction, we hereby request your help to make them do the right thing. 

Thank you! We look forward to your prudent action. 


XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX Tel : XXXX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation