Consumer complaint received 2021-12-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
Just want to show in this letter this is just one example of how Mr. Cooper uses subtle language. They said in this letter that they need 24-72 hours to retrieved documents and scanned them to another server or words to that affect but its actually not true from the auto responses i WOULD get from MR COOPER that Cleary states 5 business days So I really don't know why MR COOPER would embellish something like that unless its for Mr. Coopers Benefit XXXX Also they ADMIT in this letter that they didn't use my childsupport until a XX/XX/XXXX attempt at a modification which is HIGHLY confusing when there were multiple complaints and I even spoken to Agents to rectify this months before this XX/XX/XXXX Modification Still it was USED even after I complained but I guess i Bumped my head and decided yo used it in XXXX ( NO I DIDNT ) How Can Mr cooper Deny this FACT when There are complaints on record regarding this? Also To RECTIFY this email issue that happened all in XXXX basically pushing me to foreclosure on a technicality so then MR cooper Assured me I could upload my documents on their server for more efficiency YET XX/XX/XXXX THEY never obtain my documents on time when even after i upload them on their server WHOOPS guess its not THIER Server IF THEY are taking the document and rescanning them somewhere else I never KNEW THAT i thought it stayed where i uploaded it ( that's why I am SO ADAMANT that they are losing docs or worse ) HOW IS THAT NOT DECEPTIVE MR COOPER you told me its secure and more effective and if it wasn't or if you're going to store it a different way you'd think you'd inform me so i could make a decision that is very vital to saving my home when im literally thinking my nonpublic information is securely uploaded but its not and they say it right in plain sight WOW Why DIDNT MR cooper XXXX this to me then WHY was it in a letter to address a CFPB complaint?? Truthfully i never read this letter until recently and all this is really catching me off guard on how this wasn't seen by anyone prior ALSO MR COOPER IN THIS VERY LETTTER ADMIT THEY TOOK MY MONEY IN XXXX which i didn't send XXXX XXXX or registered mail i SENT IT REGULAR MAIL a cashiers check and it made it to their post office box without FAIL yet WHEN I SENT MY TRAIL MODFICATION THE SAME EXACT WAY its lost in the mail cause i didn't send it securely OMG THATS BALONEY. Mr Cooper is HELPING with another Modification ( they keep extending it ) and Thankful for MR cooper Charity they haven't foreclosed on me or had a stranger attach notes to my door or slide it under my door like they were doing during the summer time. I love it when Mr cooper helps when i have a cfpb complaint or attorneys general they refute and say whatever 's necessary but its still wrong and that's why i have been fighting until i get justice cause If im a fairly intelligent person but i can only wonder how its going for someone that isn't really paying attention to Mr coopers Antics... the Icing on the cake??? HOW THE heck would i get a auto response from a DEFECTIVE email Like Mr cooper Suggest I have more if Need desire More examples MR Cooper! I STILL email XXXX till this very day ( see attachment ) and its was always the correct email MR COOPER just cause you STOPPED sending those auto reply 's doesnt mean you never got my documents I REJECT THE NARRATIVE THAT IM A XXXX XXXX AND CANT HANDLE BUSINESS. THERE NO WAY IN XXXX XXXX XXXX XXXX XXXX ID GO GET THIS DOCUMENT AND HOLD IT. MR cooper IM the same same person who complained QUICK when you took my Escrow money without permission and then applied it to my balance THANKS.. Just wanted to illustrate if im on top on it like that IM NOT FORGETTING TO GIVE U PROOF OF INCOME OR dropping a ball on a vital PROCEDERE. I never was late a payment until XX/XX/XXXX AND had i not came to you for help I strongly believe i would have found a way out of this mess but this has been a nightmare all this back and forth and Like i said before Mr cooper LOVES to play the waiting game cause resources and time is always with MR COOPER even when they are negligent they just come up with more legalesue plausible explanations but they aren't in the realm of TRUTH .. there are other letter that we need to clarify as well at a later time

Company response to consumer: Closed with explanation