Consumer complaint received 2021-10-18 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 — Their investigation did not fix an error on your report
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
n XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs and written explanation of hardship. 

The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs. 



On XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs. 



On XX/XX/XXXX and XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed. 

This was the first time I had been asked for these documents and I was in training at the time. I sent the documents in and the application was reviewed. 



On XX/XX/XXXX,, XX/XX/XXXX, and XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed. 

I called in regards to the rejection and the technician on the phone was unable to explain why the documents had been rejected. They told me that I should resubmit the documents as is. I did so. Note : 30 day pay stubs were accepted. 



On XX/XX/XXXX, XXXX, XXXX, and XXXX, XXXX my application was returned due to missing/documents that needed to be updated for current lease agreements, proof of occupancy, most recent 1040s and 30 day pay stubs. 

The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason I did not live in the property so I could not provide proof of occupancy I had already submitted my full tax return multiple time and each time it had been accepted. 

30 day pay stubs were submitted again. 



On XX/XX/XXXX, XXXX, XXXX and XXXX XXXX my application was returned due to missing/documents that needed to be updated. The request this time was for an updated XXXX, Explanation of hardship, Income verification, 30 day pay stub, Current Lease ( only on the XX/XX/XXXX and XXXX rejections but the lease agreements were accepted on the XX/XX/XXXX, and XXXX notices ) The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason. I resubmitted A new XXXX was submitted ( unchanged for previous ) 30 day pay stubs were sent in again for the XX/XX/XXXX and XXXX applications. I was finally informed that I needed to have 90 day pay stubs by a representative and I submitted them. 

The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone. I spoke to Mr. Copper rep and they told me that it was not needed. I sent a new one in anyway. 



On XX/XX/XXXX, XXXX, XXXX, and XXXX XXXX a Mr. Cooper employee Mr. XXXX told that he could assure me that I would not be reported late on my mortgage as long as I submitted the appropriate documents. Those documents were submitted on XX/XX/XXXX and I spoke to Mr. XXXX again on the XXXX to assure the documents were received and they were accurate. He assured me they were and again assured me that at no point would I be reported late. These conversations were all had on a recorded line. I was worried that something like this would happen so I was very specific about making sure that we didnt run into this issue. I am an XXXX XXXX XXXX pilot and I can not risk having certain things on my credit because it will impact my security clearance. The above time line took place between that phone call and current date. Mr. Cooper reported my mortgage 120 days late in XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. As you see in the time line above I made EVERY POSSIBLE EFFORT to accommodate each request made by Mr. Cooper. However, due to inconsistencies within the audit process, misleading information within the missing documents notifications send, and lack of training with customer service representatives. 



On XX/XX/XXXX all negative items for XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were removed from my credit report. Then again on XX/XX/XXXX all of these items were reported again. Outside of on conversation in XXXX of XXXX ( which was handled ) ever customer service representative I have spoken to has been extremely professional however it is clear and evident that they are not knowledgeable in the mortgage process. This is shown by the fact that I was told multiple times to resubmit documents ( leases, pay stubs, tax forms, and hardship explanations ), however a different representative tells me that the letter and all the other reps were wrong and the actual problem is the document needs different information or additional information. 

During XXXX my loan modification was finally approved with the same documents I had been providing the entire process. Since than I have contacted Mr. Cooper at least 20 times attempting to resolve this issue. Most recently they added a late payment mark for XX/XX/XXXX bringing the total to 7 negative marks. The entire time during this process I was in the loan modification which qualifies for as a workout plan to bring the account current. The statement below is in the document attached. 

" This credit reporting suspension will continue only while the Forbearance Plan is in place, but you will be reported delinquent at the conclusion of the Forbearance Plan if you do not bring the account current at that time or enter into a workout plan to bring the account current. '' Since this dispute has began I have been told multiple times by Mr. Cooper reps on the phone that the issue is either corrected, is being corrected, or I need to contact a specific specialist. The specialist I have been directed to contact are below. None of them have returned my phone calls or emails. I have called and left dozens of voice mails for each and sent at least 3 emails to each rep. 

Mrs. XXXX XXXX, Mrs. XXXX XXXX I have also reached out to the Mr. Cooper dispute email boxes XXXX and XXXX and have gotten zero emails back outside of a generic denial or and acknowledgment of receiving the dispute. Furthermore, they have taken over 30 days with multiple disputes.

Company response to consumer: Closed with explanation