Consumer complaint received 2025-09-24 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
Introduction I am submitting this complaint against Nationstar Mortgage LLC, doing business as Mr. Cooper, for systemic and willful violations of the CARES Act, the Fair Credit Reporting Act, the Real Estate Settlement Procedures Act, XXXX disaster  relief guidance, and the Georgia Homeowner Assistance Fund. Despite my documented COVID-19 hardship and participation in multiple accommodations, Mr. Cooper knowingly reported my mortgage account as delinquent or unknown when the law required them to report me as current. Their own correspondence, the servicing records available in my borrower portal, and my TransUnion credit report all contradict the explanations they provided to the CFPB in XX/XX/XXXX. 

Applicable Legal Protections The CARES Act, specifically Section 4021, requires that borrowers who are placed in an accommodation such as forbearance or a trial modification must have their accounts reported as current to credit reporting agencies. Section 4022 of the CARES Act requires servicers to grant forbearance to borrowers experiencing COVID-related hardship and prohibits them from using the accommodation period to harm the borrowers credit. XXXX disaster relief protections and the federally funded Georgia XXXX Assistance XXXX further extended these protections by requiring that relief funds be applied to cure arrears and prevent derogatory reporting. The Fair Credit Reporting Act prohibits furnishers from reporting inaccurate or incomplete information, while RESPA requires accurate servicing and timely provision of records. 

Evidence of Misreporting My XXXX  report reflects late notations for XXXX, XXXX, and XX/XX/XXXX ; XXXX and XX/XX/XXXX ; XXXX and XX/XX/XXXX ; and XXXX, XXXX, and XX/XX/XXXX. It also reflects unknown notations for XXXX, XXXX, XXXX, and XX/XX/XXXX, and XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. Each of these designations is unlawful because I was under a partial claim agreement, loss mitigation reviews, forbearance, a trial modification, XXXX disaster relief, or a Georgia Homeowner Assistance Fund grant during those same periods. Under the law, my account should have been reported as current at all times while I was under such accommodations.

Mr. Coopers Own Admissions Mr. Coopers correspondence confirms my eligibility for relief. In XX/XX/XXXX, they approved me for an FHA COVID-19 Recovery Partial Claim and waived late fees after XX/XX/XXXX. In XX/XX/XXXX and XX/XX/XXXX, they acknowledged receipt of complete loss mitigation applications, which triggered foreclosure and delinquency protections under RESPA. In XX/XX/XXXX, they approved a three-month forbearance plan and explicitly promised not to report delinquency during the plan period. In XX/XX/XXXX, they confirmed receipt of another complete loss mitigation application and offered me an FHA Recovery Trial Modification, while simultaneously stating in writing that they would continue to report the account as delinquent. In XX/XX/XXXX, they accepted more than XXXX XXXX XXXX  in Georgia Homeowner Assistance Fund relief to cure arrears through XX/XX/XXXX. 

Contradictions in Reporting Despite these accommodations, my credit file shows that Mr. Cooper reported me late or unknown rather than current. This is in direct violation of the CARES Acts reporting protections and contrary to their own written promises. The unknown designations are especially telling because they represent a deliberate choice not to comply with the requirement to report me as current. Unknown is not a neutral designation ; it damages my credit profile and obscures the protections Congress intended.

Conflicts Between CFPB Response and Evidence The explanations provided to the CFPB by Mr. Cooper in XX/XX/XXXX are contradicted by the record. They claimed that delinquency began in XX/XX/XXXX, but my TransUnion file shows lates beginning in XX/XX/XXXX and continuing through early XXXX. They claimed that delinquency reporting resumed in XX/XX/XXXX, but my credit report shows no XXXX late mark and instead reflects XXXX through XX/XX/XXXX as late, during the period I was in an FHA trial modification. They claimed they suspended reporting during forbearance, yet my credit report shows unknown for XXXX and XX/XX/XXXX, which is not the required current status. They admitted in writing that they would continue to report delinquency during my trial modification in XX/XX/XXXX, which is a direct admission of intentional noncompliance with Section XXXX of the XXXX XXXX. They acknowledged receipt of Georgia HAF funds curing arrears through XX/XX/XXXX, but my credit report still shows derogatory notations for XXXX through XX/XX/XXXX. 

Pattern of Misconduct These contradictions demonstrate a pattern of bad faith and misrepresentation. Mr. Cooper knowingly reported me delinquent or unknown at every stage of my XXXX hardship process, despite federal law, state law, XXXX protections, and their own promises requiring them to report me as current. They also misled the CFPB by misstating when delinquency began and when negative reporting resumed. Their correspondence in my borrower portal, combined with my credit file, exposes the inaccuracy of their statements.

Damages As a result of Mr. Coopers conduct, my credit score dropped significantly, I was denied access to affordable credit, I incurred higher borrowing costs, and I suffered financial and emotional harm.

Requested Relief I request that the CFPB compel Mr. Cooper to immediately correct my credit reporting with XXXX XXXX and XXXX by removing all late and unknown notations for the months listed above and updating my account to reflect current status during all protected periods. I further request written confirmation of these corrections, cessation of any future adverse reporting while I am under relief accommodations, and the restoration of my access to account notifications in my online portal. I also request that Mr. Cooper be required to produce complete call logs, servicing notes, credit reporting transmission records, and internal compliance documentation related to my hardship requests and reporting. Finally, I request that the CFPB consider regulatory enforcement against Nationstar/Mr. Cooper for systemic violations of federal law, state relief program requirements, and misleading statements made during this investigation.

Company response to consumer: Closed with explanation