Consumer complaint received 2026-01-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: UT

Complaint narrative:
To Whom It May Concern, My name is XXXX XXXX. I am submitting this complaint regarding Mr. Cooper ( powered by XXXX XXXX  ) and their ongoing failure to properly process my status as successor in interest on a mortgage account, remove an unauthorized individual with no legal interest in the property, and prevent continued financial and security harm caused by their delays. 

On XX/XX/XXXX, my mother and stepfather executed a quitclaim deed transferring their interest in their home to me. I recorded the quitclaim deed on XX/XX/XXXX. My mother passed away the following day, XX/XX/XXXX. After her passing, my stepfather, XXXX XXXX, ceased all communication with me and refused to vacate the property, requiring me to pursue legal action. 

As a result of that legal process, I was awarded free and clear title to the property by court order on XX/XX/XXXX. XXXX XXXX was legally ejected from the property on XX/XX/XXXX. 

On XX/XX/XXXX, I emailed Mr. Coopers research department copies of the quitclaim deed and the court order establishing my ownership. I received an automated response confirming receipt of my email. After receiving no follow-up, I contacted Mr. Cooper by XXXX on XX/XX/XXXX. The customer service representative informed me that they had everything needed to add me as successor in interest and suggested I resend all documentation in a single email along with an explanatory letter. 

While still on the phone with the representative, I sent the requested email to the XXXX department, attaching all required documentation again, including : A written explanation requesting successor in interest status, The quitclaim deed, a certified copy of the court order proving my ownership, A copy of my mothers death certificate, and a copy of my drivers license. I again received only an automated response. 

After XXXX more days with no reply, I called Mr. Cooper on XX/XX/XXXX, and spoke with XXXX XXXX in their escalation department. She confirmed they had all required documents and stated she would escalate the issue to management and the legal department. As added precaution, I also had my attorney send them the requested documents and a letter explaining the court order and confirming my ownership of the property on XX/XX/XXXX. I received no response. 
I followed up again on XX/XX/XXXX. The representative confirmed that all documentation was on file but that I had still not been added as successor in interest. The documents were resent to management. I received no response. 

Because Mr. Cooper failed to act promptly despite having all required documentation, XXXX XXXX was still listed on the account and was able to take actions he should not have been permitted to take. On XX/XX/XXXX, XXXX XXXX removed the homeowners insurance from the property. Because I had not yet been added as successor in interest, I was unable to obtain replacement homeowners insurance in my own name. As a result, there was a lapse in coverage from XX/XX/XXXX until XX/XX/XXXX, when I was finally added as successor in interest. 

This lapse in coverage occurred solely because of XXXX XXXX failure to timely process my successor in interest request. I acted diligently and repeatedly provided all required documentation. Despite this, I am now being charged a substantial fee related to the insurance lapse, even though the lapse was caused by their delay and by their continued recognition of an individual who had no legal authority or interest in the property. 

On XX/XX/XXXX, XXXX XXXX contacted me to confirm that I had been added as successor in interest. However, she also informed me that XXXX XXXX was still listed as a successor in interest on the account. I immediately objected and explained that XXXX XXXX must be removed. He has no legal interest in the property, has been removed by court order, and has no right to access my mortgage information. I also expressed concern for my safety, as he has been threatening toward me. XXXX XXXX assured me she would work on removing him. 

After waiting XXXX days with no response, I contacted Mr. Cooper again on XX/XX/XXXX, and was told that XXXX XXXX was still listed as successor in interest and that the representative did not know why. I informed them that I would contact the Consumer Financial Protection Bureau if the issue was not resolved by XX/XX/XXXX. I was told the matter would be escalated. During this call I asked the customer service representative to change the contact information on the mortgage account to my own contact information so I could have access to the online mortgage portal. The agent changed the contact information and helped me gain access to the online portal. Approximately XXXX minutes later, I received an email notification stating that the contact information had been changed back to XXXX XXXX contact information, and I was subsequently locked out of my online mortgage portal. 
I immediately called Mr. Cooper back to report this issue. I was told that XXXX XXXX was still listed as successor in interest on the account and that this was the reason he was able to change the contact information. The representative stated that, rather than removing him, they would lock the online mortgage portal so that neither of us would have access. I again explained that XXXX XXXX must be removed entirely, that he has no right to change the contact information on my mortgage, and that allowing this posed a serious security and privacy concern. I was told the issue would be escalated to management. 

As of today, XX/XX/XXXX, I have received no confirmation that XXXX XXXX has been removed, and no one from Mr. Cooper has contacted me to resolve this issue. Despite repeated calls, emails, and escalations over the course of several months, the company continues to delay corrective action. 

I have been patient and cooperative throughout this process, but I am deeply concerned by Mr. Coopers failure to act promptly and appropriately. Their actions and inaction have resulted in financial harm to me, a lapse in required insurance coverage, loss of access to my online mortgage portal, and the continued inclusion of an unauthorized and threatening individual on my mortgage account. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation