Consumer complaint received 2025-05-05 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: MO

Complaint narrative:
I am filing a formal credit reporting dispute under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681e ( b ) against XXXX XXXX  regarding XXXX materially misleading XXXX late payment entries on my HELOC account XXXX in XX/XX/XXXX and another in XX/XX/XXXX, during a loan servicing transfer to Mr. Cooper. 

In XX/XX/XXXX, I submitted multiple payments totaling over {$750.00} through XXXX online system. These payments appeared in my payment history and reflected in my balance. At no point did the system warn me of an issue or show the payment was declined. Based on what was shown in the portal, I had no reason to believe I owed anything further and I assumed, in good faith, that I was current. Yet XXXX later reported this account as XXXX  days past due. 

In XX/XX/XXXX, while my loan was being transferred to Mr. Cooper, I took extra precautions due to past issues Ive had with them. I called Mr. Cooper directly to confirm where to submit my monthly payment. They told me to submit it through XXXX portal, and I followed that instruction immediately. Upon payment, I received a confirmation number, and again saw no errors or system alerts. Still, my account was reported as XXXX  days late in XX/XX/XXXX due to an issue with how the payment processed during the transfer. 

In both cases, I submitted payments, received confirmation ( or saw payment history ), and was never notified of a problem. I had no reason to revisit the account or suspect any issue, and I acted entirely in good faith. XXXX  reporting is now creating the impression that I ignored my loan, when in fact I relied on the tools and communication provided by both XXXX and Mr. Cooper. Because most credit scoring and lending systems are automated, a XXXXday delinquency flag triggers instant harm. These systems do not evaluate intent, consumer action, or servicer errors. They treat all delinquencies the same including cases like mine, where I took all reasonable steps to pay. 

This makes the reporting materially misleading and in violation of multiple provisions of the FCRA : FCRA 1681e ( b ) : Furnished information must be complete and the maximum possible accuracy not just technically correct. 

FCRA 1681s-2 ( b ) : XXXX failed to conduct a reasonable reinvestigation when I disputed the information, ignoring the context and consumer-supplied evidence. 

FCRA 602 ( a ) ( 1 ) and ( b ) : Credit systems must function fairly and equitably not mechanically punish good-faith borrowers who followed instructions. 

XXXX XXXX. XXXX & XXXX, XXXX XXXX XXXX ( XXXX XXXX. XXXX ) : Even technically accurate data violates the FCRA if it is misleading in substance or effect. 


I did not miss these payments out of neglect or refusal I followed all instructions, made payments on time, and was misled by the servicing systems. Reporting these XXXX entries as XXXX  days late strips away all of that context and misrepresents my payment behavior and intent. 

To be clear : this is not a goodwill request. This is a legal dispute regarding incomplete, misleading, and damaging credit data that was created by servicer-side error, not consumer failure.

Company response to consumer: Closed with explanation