Consumer complaint received 2020-01-10
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello, It appears I have been scammed. I applied with my mortgage lender for a modification plan XX/XX/XXXX. I monitored my Mr. Cooper account and my telephone number for further contact with Mr. Cooper. I followed up with requests for additional documents such as paystubs and bank statement three times. On XX/XX/XXXX I received a call from a Mr. Cooper loan modification specialist that identified himself as XXXX XXXX. XXXX XXXX was really rude and threatening. I did not like his tone. Immediately, went to my Mr. Cooper login site to report the telephone call. This is the email I sent and the response I received. 

From : Mr. Cooper Customer Service To : Re : Other ( Not Listed ) [ # XXXX ] Hello, Thanks for contacting us through our secure message center. Weve received your message and will be in touch with you soon. 

Sincerely, Mr. Cooper P.S. For reference, your message number is # XXXX Please do not reply to this email. To contact us directly, please log in to your Mr. Cooper account at www.Mrcooper.com. 



I received a phone call from someone claiming to work for Mr. Cooper threatening me about foreclosure and that I have to pay {$1600.00} for escrow to continue with the loan mod. It sounded suspicious to me since I have not received any email about it and that you guys still looking into it. Please look into it and let me know thank you. 

I never received information regarding the validity of XXXX XXXX 's claim. I identified the phone # that XXXX XXXX used to contact me on the Mr. Cooper website and surmised that it was credible. I sent an additional email via my Mr. Cooper portal. I wrote. 

" From : To : Mr. Cooper Customer Service Mortgage Assistance ( Loan Modification-Other ) I received a call from a man called XXXX XXXX from Texas and he said I need to make a payment of over {$4000.00} to start the loan modification payments of {$3100.00} a month. I made the payments and he said he will send the paper work to be signed and I have not receive anything. I sent the payment via XXXX to three different lawyers in Florida. Attached is one of the payments. Please look into it Attachments XXXX XXXX Enclosed were the proof of funds I submitted. Again, I did not receive a response to my questions. I received documentation Tuesday, XX/XX/XXXX that my home was foreclosed XX/XX/XXXX. I am in shock! I spoke with a representative today. She provided detail to report the fraud. I called again today. I do not understand why there was no message on my Mr. Cooper messaging center. Today 's representative sent me a portal that I was unaware of, I did not know there were different level to the Mr. Cooper messaging center. This should not happen to anyone! My identity has been compromised. My family and home are in jeopardy. There appears to be no accountability from Mr. Cooper. I believe this is an inside job. I believe Mr. Cooper has a rouge employee. How else could XXXX XXXX have known all of my account details. I never shared this information with him. The number I located for Texas appears to have vanished from the website. The Mr. Cooper employee I spoke with today called XXXX XXXX 's number. It is his name and voice using the name of a different company.

Company response to consumer: Closed with explanation