Consumer complaint received 2025-06-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Foreclosure sale date set active on XX/XX/XXXX Date : XX/XX/XXXX Summary of Complaint This complaint concerns the mortgage servicing practices of Mr. Cooper XXXX XXXX XXXX ( For XXXX XXXX  ), regarding my home loan. I have submitted multiple Qualified Written Requests ( QWRs ) and Notices of Error ( NOEs ) under RESPA and the California HBOR that have been ignored, inadequately addressed or answered with a refusal to answer mistakenly believing it was ask and answered previously. Mr Cooper does not take into account there new similar violation becomes a new dated violation after they fix the error but then repeat the error. More importantly the fact they are not EVER responding to significant issues & questions related to calming for XXXX years in writing ( XXXX to XX/XX/XXXX ), that Mr. Cooper have never been servicing the XXXX update mortgage but rather XXXX original mortgage that was actually satisfied/update in XXXX. In XX/XX/XXXX, Mr. Cooper shockingly reversed this 12 year decision with a few sentence saying they are NOW servicing XXXX updated loan deciding in my favor but having never admitted a RESPA error with no explanation or response to my Attorney 's letter or my letter on this subject. How can you just suddenly change the loan you are servicing after XXXX years.? These letters documented serious issues involving wrongful foreclosure, dual tracking, denial of loan modification continuity, and concealment of a XXXX XXXX  XXXX XXXX loan modification that Mr. Cooper finally admitted tobut only after years of misrepresentation. 
Facts : XXXX XXXX has allowed me to NOT PAY MY HOME LOAN since XXXX. 
XXXX XXXX XXXX if I pay my home loan amount rears I will be taken out of the pending modification process. 
XXXX XXXX has an active a public foreclosure sale for 12 years ( except during the pandemic ), added to the previous service. For a total of 16 years of me not paying my home loan. 
XXXX XXXX has never offer me a proper and acceptable modification. With a patterned of approval XXXX offers asking me to agree to new loans XXXX figures above Full Market Value. 
- Mr. Cooper in fact completed a foreclosure sale in XX/XX/XXXX, removing my name from the property after the public sale - only to revert my name back on the property after about 18 days after they realized XXXX had violated California Home Owner Bill of Rights ( updated XXXX XXXX ), law with XXXX violations subjecting them to my recovery of FULL market value with sanctions in a simple state court proceeding. Page XXXX of XXXX Letters Submitted by My Attorney & Me ( Not Responded To ) : XX/XX/XXXX Letter disputing XXXX XXXX response dated XX/XX/XXXX. Addressed issues of third-party authorization misuse, dual tracking, delay of modification letters, and request for short payoff. No formal response XXXX. XX/XX/XXXX Attorney XXXX XXXX formal QWR and settlement proposal, detailing XXXX XXXX servicing errors, demand for correction, and loan history records. Delivered by XXXX, but completely ignored. XXXX. XX/XX/XXXX Escalated letter to XXXX. XXXX XXXX and XXXX XXXX XXXX XXXX demanding halt of foreclosure, correction of XXXX loan history, and resolution. This followed XXXX own admission of servicing the XXXX loan. No XXXX. XX/XX/XXXX XXXX to XXXX XXXX tracking while foreclosure was scheduled during a modification appeal window. Requested immediate pause and correction. No reply. XXXX from time to time just moves the public trustee foreclosure sale to a new date thus creating a new violation of law. Regardless of any privet XXXX internal coding of a sale HOLD. Take Note : I have on file XXXX tracking confirming delivery for everything. 
Refused to correct for XXXX years or acknowledge serious servicing misconduct. 
Admitted in a XX/XX/XXXX letter that they are servicing the XXXX loan modificationafter years of claiming no such loan existedbut buried this admission in a document packet not sent until XX/XX/XXXX. 
Conducted foreclosure actions in XX/XX/XXXX and again in XXXX despite my pending modification applicationviolating dual tracking protections under RESPA and XXXX. 
Failed to provide proper notice, accurate account information, or comply with servicing continuity standards under 12 CFR 1024.38.

Mishandled correspondence, mailed to incorrect addresses, and failed to honor prior grant funds from the Keep Your Home XXXX  program. 
Repeatedly treated my attorney as an authorized third party against written instructions. ( because I also signed his letters & he told them to communicate with me -they agreed in writing then ignored then self corrected then did it again ) Wrongfully rejected or ignored modification requests and appeal rights. 
XXXX. When did this happen? 
Ongoing from XXXX to present. Most critical violations occurred from XX/XX/XXXX to XX/XX/XXXX, with several actions still unresolved. ( Have not paid on the loan since XXXX ) XXXX XXXX of XXXX XXXX. What would you like the Mr. Cooper XXXX company to do to resolve your issue? RELIEF REQUESTED Issue a full written response to all XXXX QWR/NOE letters XXXX 
Correct the loan history and formally on the new XX/XX/XXXX recognize XXXX Bank XXXX XXXX update mortgage loan. Fix the balances! 
A thoughtful explanation on the shocking reversal of there XXXX yr position that there was no XXXX updated mortgage -but now there is- as of XX/XX/XXXX. 
Halt any further foreclosure actions permanently. 
Provide a proper loan modification or short payoff option ( NOT SHORT SALE ). 
Issue a public correction and apology for misrepresentations and RESPA violations. 
Offer settlement terms including compensation for damages, legal fees, and financial harm and moving expenses for the XX/XX/XXXX foreclosure reversion. 
Provide all servicing records, internal notes, communications, and compliance documentation related to my loan. 
BEST SOLUTION : Provide me with a XXXX Mortgage with no payment for life or let me pay them with a reverse mortgage from another bank XXXX XXXX XXXX previously pending approval. I am. XXXX XXXX. 

XXXX. Supporting documents you available for review Copies of XXXX XXXX XXXX XXXX dated XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, and XXXX XXXX, XXXX ). 
XXXX XXXX XX/XX/XXXX letter admitting XXXX modification. 
XXXX tracking confirming delivery. 
Modification denial and foreclosure violation sale letters. 
Email and CFPB portal correspondence confirming open case. 
XXXX. Have you filed a complaint with CFPB before? 
Yes, CFPB Case ID # XXXX ( still unresolved as of XX/XX/XXXX ). 
Thank you for your attention to this matter END

Company response to consumer: Closed with explanation