Consumer complaint received 2025-07-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
Complaint Regarding Ongoing False Credit Reporting and Confirmed Company Misconduct Related Case Number : CFPB # XXXX Consumer : XXXX XXXX This is a follow-up complaint concerning severe, unresolved credit damage caused by false reporting on a joint mortgage held with Mr. Cooper. A previous CFPB complaint ( Case # XXXX ) was closed based on Mr. Coopers claim that the matter had been resolved in writing. That claim is false. As of XX/XX/XXXX, my credit report remains inaccurate and highly damaging, and Mr. Cooper has taken no steps to correct the record, despite formally acknowledging in writing that they gave me incorrect information. 



Background My ex-husband, XXXX XXXX, and I jointly held the mortgage. However, he is solely responsible for repayment per our judge-signed Marital Settlement Agreement ( MSA ). In XX/XX/XXXX, he placed the loan into forbearance. 

On XX/XX/XXXXXXXX XXXX called Mr. Cooper to confirm whether this forbearance would negatively impact my credit. I asked the same question multiple times using different wording : Are you sure? 
Can you repeat that? 
Are you absolutely certain this wont affect my report? 

Each time, the representative clearly and confidently reassured me that no late payments would be reported, and my credit would not be affected unless the property went into foreclosure. 

On XX/XX/XXXX, I called again. The representative accessed the transcript of the XX/XX/XXXX call and read it aloud to me. She confirmed that I had been told false and misleading information, and apologized on behalf of Mr. Cooper. She then gave me an internal email address to formally request the transcript. 

I submitted the request on XX/XX/XXXX. On XX/XX/XXXX, Mr. Cooper responded in writing : They refused to release the transcript unless I obtained a court order. 
But they also formally acknowledged in writing that I had been given incorrect information. 
Despite this, they have not corrected the credit reporting. 



Damages Incurred Despite their verbal assurances and their written acknowledgment of giving false information Mr. Cooper reported this account as : 120 days late ( XX/XX/XXXXXXXX  ) 150 days late ( XX/XX/XXXXXXXX  ) 180 days late twice ( XXXX and XX/XX/XXXXXXXX  ) This caused my credit score to collapse by more than XXXX points, dropping from the high XXXX to the low XXXX. 

As a direct result of this false credit reporting : I was denied a mortgage I was forced to take out a hard money loan at 12 % interest with XXXX points upfront to pay off the home I was denied a car loan I am now being forced to sell my home, because my credit is so damaged it has become nearly impossible to recover And most recently : multiple credit card companies slashed my credit limits due to the sudden drop in my score, pushing my existing balances over the new limitscreating further credit damage and emotional distress. One card dropped my limit by over {$14000.00}, effectively nullifying the large payment I had just made. 

The mortgage was paid in full on XX/XX/XXXX. I submitted the official Satisfaction of Mortgage. But as of XX/XX/XXXX, my XXXX  report still shows : The account is open The balance is not XXXX  out The account is marked as severely delinquent The most recent update is from XX/XX/XXXX before the payoff occurred What I Am Requesting I am respectfully requesting the CFPB compel Mr. Cooper to immediately : 1. Mark the mortgage account as Closed 2. Update the balance to {$0.00} 3. Report the loan as Paid in Full 4. Remove all late payments from XXXX through XX/XX/XXXXXXXX  I did everything in my power to confirm whether this would affect my credit. I asked multiple times, received clear, confident assurances, and relied on that information in good faith. Mr. Cooper acknowledged in writing that I was misled and yet they have left the damage in place. 

This is a matter of truth, accountability, and urgent correction. The false credit reporting continues to cause compounding financial, emotional, and legal harm and it must be corrected.

Company response to consumer: Closed with explanation