Consumer complaint received 2025-11-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
Follow-Up Complaint Regarding Mishandling of Loss Mitigation Application Loan Number : XXXX Previous CFPB Complaint ID : XXXX To Whom It May Concern, I am submitting this as my second complaint against Mr. Cooper regarding their continued mishandling of my loss mitigation application. My initial complaint was filed under ID XXXX. Despite that intervention, the servicer has continued to disregard regulatory obligations, misstate facts, and obstruct this process. 

I am a licensed mortgage broker and mortgage loan originator. I complete mortgage applications and submit documents to underwriting as my profession. I am fully capable of completing an application and providing proper documentation. The issues in this case do not stem from misunderstanding on my part they reflect systemic mishandling by Mr. Cooper. 

Since XXXX, I have repeatedly submitted documents the same day they were requested often within minutes yet Mr. Cooper continues claiming my application is incomplete. In my professional opinion, they either : Failed to review the documents within the required timeframe and repeatedly document cycled the file, or Made the process intentionally frustrating in hopes that I would abandon the application. 

Given that I am grieving the loss of my husband, the deliberate difficulty of this process has had a severe impact on me. Ultimately, the constant obstruction did cause delays no borrower could reasonably overcome. 

Evidence That Required Documents Were Submitted Even the documents Mr. Cooper submitted to the CFPB during the prior complaint contradict their claims. For example, on XX/XX/XXXX, they listed items they said were missing. If you review the documents I uploaded in response, those items were already included. 

Noncompliance With 12 C.F.R. 1024.41 It is my belief that Mr. Cooper is in violation of Section 1024.41, including but not limited to : Failing to properly review documents within required timelines Requesting the same items multiple times after they had already been provided Failing to state specific reasons for rejecting documents Failing to provide a complete loss mitigation review Proceeding toward foreclosure while the application was complete and pending review At multiple points I was assured on recorded lines that I only needed XXXX additional item. Each time, I immediately submitted that item. 

Document Rejections With No Explanation Whenever a document was marked not accepted, no reason was provided. The portal would simply show : Document not accepted. Please fill out correctly. 

There were no instructions, no clarification, and no guidance. 

When I called in to ask what was wrong with the documents, representatives consistently told me they could not identify any issue. They themselves could not see what was supposedly incorrect. 

On XX/XX/XXXX, I asked a representative ( on a recorded line ) to confirm whether my application was complete. I was told the only remaining item was an updated mortgage assistance application ( page XXXX only ). I submitted this item immediately at XXXX XXXX XXXX  the same day. 

I received no further communication, no evaluation, and no decision. Instead, foreclosure proceedings resumed despite the application being complete. 

Request for Action Because of these repeated violations, I am requesting : Immediate suspension or reversal of the foreclosure, A formal investigation into Mr. Coopers loss mitigation practices, A requirement that Mr. Cooper provide all recorded calls, Appropriate penalties for their noncompliance and bad-faith conduct. 

My file reflects a clear pattern of obstruction, delay, and disregard for federal regulations. I am asking for intervention before irreversible harm occurs. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation