Consumer complaint received 2024-12-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Lien release
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to formally file a complaint regarding serious discrepancies in the loan transfer history and RESPA violations involving my HUD-backed mortgage ( Loan # XXXX, Case # XXXX ). Despite my attempts to resolve these issues directly with the servicer, Mr. Cooper ( formerly Nationstar Mortgage LLC ), they have failed to provide a satisfactory resolution, and I am now seeking your assistance in investigating these matters and ensuring proper remedial action. 

1. Inconsistent Loan Transfer Dates and Discrepancies in Servicer Information The servicer of my loan has provided conflicting information regarding the loan transfer process. According to the HUD servicing history, the loan was serviced by XXXX XXXX XXXX  XXXX XXXX ( XXXX ), then by Nationstar Mortgage LLC ( Mr. Cooper ), and later transferred to XXXX XXXX. However, in their recent correspondence dated XX/XX/XXXX, Mr. Cooper stated that the loan was transferred from XXXX XXXX XXXX XXXX XXXX a claim that is not supported by the HUD records. 

The discrepancies between the dates and parties involved, including overlapping servicing periods and a lack of documentation regarding the involvement of XXXX XXXX XXXX, raise significant concerns about the validity of the loan transfer chain and the adequacy of the loan servicing records. 

2. Failure to Comply with RESPA and Notice Requirements As required by RESPA ( 12 U.S.C. 2605 ), I should have received clear and accurate notice regarding the servicing transfer, including the name, address, and contact information of the new servicer. Unfortunately, I did not receive the necessary transfer notices from the servicers involved, particularly XXXX XXXX XXXX, nor was the notice I received from Mr. Cooper sufficient or timely. Specifically, I received a notice that the transfer would be effective XX/XX/XXXX, but my loan was serviced by Mr. Cooper earlier than this date, leading to confusion and mishandling of payments. 

This failure to comply with RESPAs requirements constitutes a violation of federal law and has caused significant financial harm and confusion in managing my loan. 

3. Financial Impact and Request for Resolution The improper handling of my loan and the violations of RESPA have resulted in significant negative consequences, including damaged credit reporting and the need for me to take out a modification loan to address the errors. Additionally, I request a refund of all payments I have made since XX/XX/XXXX, as these payments were mishandled due to improper loan servicing and transfer procedures. 

4. Immediate Action Requested Given the severity of the situation, I am requesting the following actions : A full investigation into the loan transfer process, including discrepancies between the servicers records and the official HUD servicing history.

Verification of compliance with RESPA, including documentation regarding the servicing transfer notices I should have received.

Immediate resolution of the loan servicing errors, including loan cancellation, removal of the lien from my property, and refund of all improper payments made since XX/XX/XXXX. 
5. Previous Attempts to Resolve I have already contacted Mr. Cooper directly and filed a complaint with HUD. Despite their response, the issues remain unresolved, and I have not received the necessary documentation or corrective action.

6. Urgency and Need for Prompt Resolution Given the serious nature of these issues, I request that the CFPB investigate this matter urgently and work toward a prompt resolution. I am requesting that these issues be addressed within 15 days, and I expect a response from your office as soon as possible. If these issues are not resolved satisfactorily, I will seek all available legal remedies. 

Please find attached supporting documentation, including : Notices of transfer and correspondence from Mr. Cooper and XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX 
HUDs official servicing history, which highlights discrepancies in the loan transfer process. 
Thank you for your time and attention to this urgent matter. I look forward to your prompt response and the necessary action to resolve these issues. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation