Consumer complaint received 2021-09-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Problem with personal statement of dispute
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Our credit report shows we are over 120 days late. 
We had three disaster in a row. 
XXXX XXXX XX/XX/XXXX. 
Debris Flow XX/XX/XXXX due to the fire. 
Offered a mortgage forbearance for 6 month. XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX Resumed payment as agreed as we waited for action from Mr. Cooper/Nationstar to respond if we can tack missed payment on to the end of the life of the loan. Every month I called in to customer to make our payment and ask the status of our missed payments and what needs to happen. We were told month after month that we were still in a disaster zone and we needed to be patient. I paid every month and each month they said we had to wait. They again said it was taking so long because our zone was still declared a disaster and that they could not move forward. We never received a response. Then COVID hit, XX/XX/XXXX and they asked for for {$24000.00} by the end of the month or they would begin foreclosure. The timing was unreal. Everything was closing including my office. When I called Mr. Cooper they suggested we ask for a forbearance and that this {$24000.00}. would be suspended. They said the letter we received was boiler plate/computer generated and not to worry. Foreclosure is a strong word and should not be thrown around. We did the 1 year forbearance. At the end XX/XX/XXXX we were told we qualified for a modification. They meant we qualified to apply for a modification. We send in all bank statement W-2 etc. They always wanted more. We sent more. It took time. On XX/XX/XXXX we were denied but did not say why. They said if you appeal you can get a clearer response as to why. In the mean time they said we owed {$65000.00}. By XX/XX/XXXX our appeal was in with 10 more financial document which the manager at Mr. Cooper said to include. On XX/XX/XXXX they denied our appeal. They said it didn't matter how much money we make. In the mean time our credit score took a XXXX point hit. XXXX XXXX our partner had a score of XXXX and was refinancing two family properties. Both got kicked back due to Mr. Cooper reporting us 120 days or more late. We received a certified mail from Mr. Cooper saying that they were trying to get in touch with us because our forbearance was over and could not reach us, and that they were reporting us unless we responded by mail to XXXX. 1st, I had been in contact with Mr. Cooper almost everyday for 3 months. 
2nd. I sent XXXX a certified letter explaining we were in the middle of trying to re modify our loam. I have all paperwork and receipts. Our SPOC- Single Point Of Contact, XXXX XXXX or XXXX XXXX never responded to my emails, phone calls or Face to face appointment which we had set up. XXXX XXXX no longer is there but I was assured XXXX XXXX was still employed. We just needed to understand. Within the last 4 years I must have called over 100 times to find out status and to get information. It was very difficult to have to explain myself everytime I called regarding the 3 disasters and the forbearance situation. If I had one SPOC I may have had a clear picture of the events on Mr. Cooper 's side. I still don't have the information needed. They now say we defaulted on our loan on XX/XX/XXXX then they said no... It was XX/XX/XXXX. I asked for any letter or paperwork that would have stated this. This is why I called all the time... to get information so we would not go into default if they were unable to add our 6 month forbearance to the end of our loan. They are unable to find this letter to date. They asked the XXXX XXXX XXXX XXXX XXXX to find it. They said it would take 30 days. At 30 days they sent us a letter that it will take them longer. I am still waiting. I have not heard anything after 60 days. In the meantime our credit scores are 150 points lower. We had to hire an expensive Lawyer to help us sort through things. They are still unable to get clarity. We continue to wait. Our score continues to be a disaster. Everyone 's financials are hit hard. We need Mr. Cooper to remove the negative hits on our acct. We paid the full {$70.00} and are current. 
We wait and wait. I understand they have many acct. and many natural disasters out there that they are trying to help us navigate through. At this juncture they need to step up to the plate on our behalf and remove any negative marks.

Company response to consumer: Closed with explanation