Consumer complaint received 2025-12-25 00:00:00
Product: Mortgage — Conventional home 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: TX

Complaint narrative:
I applied for a modification early 2025 when my request to put a few months of payments to the loan with denied they told me that I qualify for modification and all I had to do was submit my trial payments. I fulfilled all of my trial payments for XXXX, XXXX, and XXXX. In XXXX, I called and also made this payment. In XXXX when I called to make my payment I was told by representative that I did not need to make the payment because the modification paperwork has already been sent out for me to sign. When I receive the paperwork, I only had 10 days to review the paperwork sign and send it back. I always have an attorney review documents prior to be signing anything this was barely enough time to have that done. Once I signed them, I XXXX them back in the provided. It should be legal. There was not a notary space for me to have anything notarized if it needed a notary it shouldve been provided in the field on the documents. After I confirmed that the documents were in fact received by the company a few days later my dashboard changed it showed that I was in default now etc. it was not that the modification was still being approved so of course I panicked and I submitted questions through the portal to make sure I had everything in writing when I submitted this ticket. I never received a response back. 

On XX/XX/XXXX, someone by the name of XXXX called me and stated that the modification had not been finalized yet because they were still waiting for my XXXX payment and XXXX payment. I was very confused because it was a very inconsistent procedure and it took a month to even get the modification documents. I dont know if this is because of the rocket mortgage merger, but the customer service has completely changed. It used to be excellent and its really really gone downhill. its disappointing. So on the phone, XX/XX/XXXX with XXXX I told her no problem. I was unaware that I had to pay XXXX because typically in the mortgage industry when youre restarting a new loan, you have a grace period of 30 to 45 days depending on the date of signature. So I paid her XXXX on XX/XX/XXXX she stated that I had to pay XXXX by XX/XX/XXXX. I told her that was not a problem at all so I attempted on XX/XX/XXXX and XXXX online to make a payment, but that was still disabled as well as the automated service. I called Mr Cooper on Saturday the XXXX before noon and all I got was the automated system and every time I asked for a live agent it never routed each one even though they were supposed to be open for business. it sounds like they were closed. I have my call logs to prove it. 

So I had to wait until XX/XX/XXXX which is the following Monday in order to get somebody on the phone so that I can make a payment as my hands are completely tied. On XX/XX/XXXX, it was a complete nightmare. I had to go through three people to finally help me take my payment. The first two representatives told me that my modification has been denied and I asked them numerous times. How could this be? what happened? I fulfilled all of my obligations such as submitting the paperwork back as well as making all of my trial payments. 

When I finally got the third person with XXXX and escalation for loss mitigation, she apologized on behalf of these two representatives stating that that was false that my modification was still in fact in fact and that they were simply waiting on the XXXX payment. It took her 30 minutes to get her system to finally allow the payment to be taken and Im still seeing that the XXXX and XXXX and some other portion of my XXXX payment are all sitting in unapplied funds. Nothing has been applied to the Payment. 

XX/XX/XXXX I get a letter stating that they didnt get my payments and that my modification was unapproved today on XXXX Day on the XXXX I get another letter stating that they never received my paperwork back or it was not notarized. They did in fact get the paperwork back. I have the XXXX tracking to prove it and copies of the document showing that there was never a Notary field placed requiring me to notarize anything. Have they placed that I wouldve gladly gone to my bank is, its free to get notarized. Thats a very simple task. 

I called on XX/XX/XXXX after reviewing the XX/XX/XXXX letter and stated that only XXXX person by the name of XXXX could help me I asked for her as well as XXXX that I spoke to on XX/XX/XXXX. I have these calls recorded only to go through two representatives yesterday, they didnt understand anything again, telling me XXXX in default and all of these months And XXXX XXXX XXXX I was told was in loss. Mitigation told me the same thing that I would have to speak to XXXX that she had to center an internal message and that XXXX was on a call with another customer that she would call me when she had a moment she never called me. I told her this was urgent. I couldnt have anything fall through the cracks because This can ruin my entire credit and its already slow pay and I need to make sure that this is resolved and I told them that I have rights. I need to know whats going on and no one knows anything but they do have record that I did submit my paperwork and they do have record that I didnt fax my payments by the XXXX and that supposedly its the automated system that continues to deny it and that somebody supposed to be going in there to make this correction Im not getting anywhere and Im frustrated and I need help. It sounds like theres only a couple of people working in this department and this could be why this is happening.

Company response to consumer: Closed with explanation