Consumer complaint received 2025-02-03 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: MS

Complaint narrative:
This complaint supplements my previous CFPB complaint ( Reference # XXXX ) and addresses ongoing violations by Mr. Cooper Group XXXX Inc./Nationstar Mortgage LLC d/b/a Rushmore Servicing regarding the implementation of my Mississippi Homeowner Assistance Fund ( HAF ) grant .

Primary Issues : 1. Ongoing Violation of RESPA Servicing Requirements Despite receiving {$34000.00} in XXXX funds through two disbursements ( {$21000.00} on XX/XX/XXXX and {$13000.00} approved for XX/XX/XXXX ), Mr. Cooper has failed to properly implement the monthly payment portion of my XXXX XXXX. This violates 12 C.F.R. 1024.41 ( c ) ( 2 ) ( iii ), which requires servicers to properly evaluate and implement all loss mitigation options available to the borrower.

2. Pattern of Noncompliance Mr. Cooper 's conduct reflects a broader pattern of HAF program implementation failures, as evidenced by the recent litigation in Reynolds et al v. Mr. Cooper Group , Inc. ( Case No. 4:2024cv00278, E.D . Texas ) filed XX/XX/XXXX. This case, also involving HAF implementation issues, demonstrates a systemic problem in Mr. Cooper 's handling of HAF assistance. 

1. Specific Violations : - 12 U.S.C. 2605 ( k ) ( 1 ) ( C ) : Failure to properly respond to borrower inquiries regarding the status of XXXX payments - 12 C.F.R. 1024.38 ( b ) ( 2 ) ( i ) : Failure to maintain proper procedures to implement approved loss mitigation options- 12 C.F.R. 1024.40 ( b ) ( 1 ) : Failure to provide continuity of contact personnel capable of implementing approved assistance - 12 C.F.R. 1024.41 ( g ) : Continuing foreclosure-related activities while failing to properly implement approved loss mitigation Current Impact : I am now four payments in arrears solely due to Mr. Cooper 's failure to implement the monthly payment portion of my approvedXX/XX/XXXX XXXX. This creates a dangerous spiral where each month of non-implementation puts my home at greater risk, despite having approved assistance funds available. 

Documentation : 2. XXXX XXXX approval letters dated XX/XX/XXXX and XX/XX/XXXX ( attached ) 3. Evidence of attempted communications with Mr. Cooper regarding HAF implementation 4. Timeline of servicing transfer issues affecting XX/XX/XXXX implementation Legal Context : The Consumer Financial Protection Bureau 's Bulletin XXXX specifically addresses servicer obligations regarding XX/XX/XXXX programs, stating that servicers must have adequate policies and procedures to handle XXXX funds properly. Mr. Cooper 's failures directly contradict these requirements. 

Requested Resolution : 5. Immediate implementation of the monthly payment portion of myXX/XX/XXXX XXXX 6. Written confirmation of procedures to ensure proper application of future XX/XX/XXXX payments 7. Correction of any negative credit reporting related to missed payments during this period 8. Waiver of any fees or charges assessed during the XX/XX/XXXX implementation delay period 9. Written acknowledgment of violation of RESPA requirements and commitment to remediation Urgency : With the XX/XX/XXXX program expiring in XX/XX/XXXX, immediate action is crucial to prevent irreparable harm. I have maintained this property for 24 years with 23 years of mortgage history and have over {$400000.00} in equity at risk due to these servicing failures. 

I request the CFPB 's immediate intervention to protect my rights under RESPA and ensure proper implementation of my approved HAF assistance before further damage occurs to my home ownership status. 

This complaint strategically : 1. Ties to existing litigation showing pattern of behavior 2. Cites specific regulatory violations 3. Documents the ongoing nature of the problem 4. Provides clear, actionable requests for resolution 5. Emphasizes the time-sensitive nature due toXX/XX/XXXX program expiration

Company response to consumer: Closed with explanation