Consumer complaint received 2024-01-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I am writing to dispute the inaccurate reporting of a 60-day late payment on my mortgage account. I have diligently made payments every month, and I have evidence to support this claim. 

Notably, I rectified a payment discrepancy by submitting a payment of over {$6000.00}, both correcting an error on the company 's end and paying in advance. This demonstrates my commitment to maintaining a positive payment history. 

Furthermore, the situation worsened when the company suffered a cyber security hack, preventing me from making a payment. It is unjust that their lack of adequate cyber security measures impacted my ability to fulfill my financial obligations. Despite my consistent payments, the company failed to extend the same understanding during this crisis. 

Rectify this error promptly, adjusting my credit report to accurately reflect my payment history. It is unjust to penalize me for circumstances beyond my control, especially when the company 's cyber security shortcomings just shows how unorganized they are to any situation. 

This 60 days late discrepancy is deeply unjust and stems from a series of issues beyond my control. 

Firstly, I have consistently made payments every month, with proof of transactions to support this claim. Additionally, I proactively corrected a mistake on the company 's end by making a substantial payment of over {$6000.00}, ensuring my account was not brought up to date in their system but also paid in advance for fire months. 

Unfortunately, months later, the company 's inadequate cyber security measures led to a situation where I was unable to make a payment due to a security breach. This was not my fault just like the switch between mortgage companies was not my fault. It is disheartening that the company, responsible for safeguarding my financial information, failed to prevent a breach that compromised not only my account but potentially exposed it to illicit activities on the dark web. 

What exacerbates this situation is the company 's lack of accountability and mercy. Despite my consistent payments, mirage companies on lender switching, and the cyber security incident being entirely beyond my control, the 60-day late payment status persists on my credit report. It is disconcerting that the company does not extend the same understanding and leniency to its customers as it does when facing its own internal issues. 

The sudden switch to Mr.Cooper without my consent or notice only adds to my concerns. I can not trust a mortgage lender that not only fails to safeguard my information but also inaccurately reports my payment history. Numerous/dozens of calls to customer service have yielded promises of resolution, particularly after my substantial $ XXXX payment, but these assurances have proven to be false. 

In light of these issues, I am left with no choice but to yearn for an alternative mortgage options as I can no longer trust Mr. Cooper I request your immediate assistance in helping me and rectifying the inaccuracies in my credit report, ensuring a fair and just representation of my payment history. Do not send me the same paperwork showing me that I made a payment every month in my payment history. If you send me the same documents again, this will just prove how you all do not even review the complaints individually and probably just have it all automatically generated. 

Thank you for your urgent attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation