Consumer complaint received 2025-07-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
I am filing this complaint to request a full investigation into Mr. Cooper ( Nationstar Mortgage ) for repeated mishandling of my mortgage account, deceptive communication, and failure to resolve prior complaints filed in good faith. 

This is now my fourth complaint. The previous complaint numbers were : XXXX Trouble during payment process XXXX Struggling to pay mortgage XXXX Struggling to pay mortgage All three of these complaints were closed without real resolution, even though I submitted call logs, emails, and hardship documentation. Mr. Cooper responded with generic documents that failed to address the core issues. I specifically asked that call recordings be reviewed, which would show I was misinformed and misled, but those were never provided or acknowledged. 

In late XXXX through XXXX, I called Mr. Cooper after contracting COVID and was placed on a 3-month deferment. I asked if I could still pay into my escrow account the representative told me yes. A month later I received unclear documents in the mail. When I called back, another rep confirmed the payments would be due after the deferment or added to the back of the loan.

At the end of the three months, I spoke to a representative who claimed to be a manager and was told the prior guidance was wrong. She said they would do a loan modification and that my first trial payment would be affordable. However, I was never told that this modification created a second mortgage I only learned this later in XXXX, and I felt completely blindsided. 

Most recently, I experienced another hardship related to a credit union issue and called Mr. Cooper again. This time, I was told by a more informed representative that the first modification should never have been done and that I should have qualified for COVID-specific relief. That confirmed that I had been mishandled all along. 

I was then offered a new trial modification, but the payment amount is nearly double my regular mortgage, and no one can explain why. Ive sent multiple emails asking for a breakdown of how this amount was calculated, and no one has responded with clarity. 

I believe Mr. Cooper is taking advantage of first-time homeowners like myself, misrepresenting their options during hardship, and forcing them into unaffordable terms with no transparency. 

I am asking the CFPB to : Investigate the full servicing history of my account Review all call recordings and internal notes from XXXX to now Require Mr. Cooper to explain the payment calculation for my current trial offer Address the lack of transparency and disclosure during my first modification Hold Mr. Cooper accountable for the repeated closing of legitimate complaints without resolution I am not asking to be relieved of responsibility I am asking to be treated fairly and lawfully. I have always tried to act in good faith and simply want clarity, honesty, and protection from further harm.

Company response to consumer: Closed with explanation