Consumer complaint received 2025-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I am filing this complaint for deceptive trade practices against Mr. Cooper Mortgage company. We, my son who I gave permission to communicate for me, and myself, have asked for payoffs per diem and did not get anything in writing, only phone calls. I personally called Mr. Cooper during the late summer to make a catch up payment and they would not accept it! The following information are my son 's notes from his communication with them : XXXX 2 Payments made Demand letter erased As of XX/XX/XXXXXXXX  Non borrower is 1099 employee. Need 3 months profit/loss statement. 
Spoke with XXXX Said I was good for now as she submitted an escalation ticket. I resubmitted other income explanation letter. 

XXXX Some documents showing denied I called and spoke with a man. He explained what they need. I tried to tell him thats exactly what I submitted already. 
He was very rude and would not let me explain what I had sent in. Just kept repeating and reading his screen. I Got tired of getting interrupted and hung up. 


XXXX I called and asked what they want now. 
Now they want last 3 months profit loss statement. XXXX XXXX XXXX. 

Will need to have by Tuesday the XXXX. 

XX/XX/XXXX They called. Said modification was denied on XX/XX/XXXX. I asked What happened to XX/XX/XXXX? I just spoke to someone XX/XX/XXXX! They were not sure why. 
She force opened a new assistance request. 
They need : Most recent bank statements showing bank deposit amounts. 
Self employed 2 most recent bank statements.

Profit loss statements. 
Time period. Signed and dated Gross income minus expenses. Net income. 
Most recent income tax return. 
XXXX quarter XXXX, XXXX, XXXX XXXXXXXX  Spoke with XXXX XXXX XXXX  statements showing income from XXXX XXXX. 
Letter of explanation saying that not consecutive from XXXX XXXX. 
Profit loss statement for XXXX ( I had been submitting all this for myself over and over ). This is the first time they said they need it for XXXX. 
XXXX XXXX XXXX In foreclosure status - Reinstatement quote- Principle and interest due {$1400.00} Escrow and related due {$1200.00} Foreclosure proceedings Related {$3600.00} total approximately {$6400.00} XXXX Submitted all requested updated documents. 

XXXX All documents showing accepted. ( First time in 3 months ) XXXX Spoke with XXXX Foreclosure proceedings are on hold due to getting in correct paperwork for assistance. Minimum due to catch up is still the {$6400.00} amount. There is no sale date. The foreclosure process is much longer than that. Up to 6 months. The assistance could take up to 30 days for review. If the assistance is denied then we will be notified and we will have a time period to catch up. Then if not able to get caught up foreclose proceedings will resume and we will still be allowed to catch up during that timeframe up to the sale date. 

XXXX Spoke with XXXX XXXX documents once again. 
Exact same things that I have submitted over and over and over again. 
Transferred to XXXX in loss mitigation department. 
Specific documents : Information about a deposit highlighted on XX/XX/XXXXXXXX  Mothers letter of explanation {$9900.00}. ( Car loan. ) XXXX XXXX  issue. As needed or regular? 
Referenced letter of explanation already sent in. 
XXXX agreed that it was satisfactory and she will escalate that referenced request back to underwriters explain that it was sent in already. 

Need documents by the XX/XX/XXXX XXXX to send XXXX job offer with rate of pay included. Mine as well when I get one. 

XXXX Uploaded requested documents. 

XXXX Showing additional documentation required Spoke with XXXX XXXX most recent bank statements Letter of explanation for deposits Need by the XXXX XXXX Sent requested info bank statements and XXXX Job offer letter XXXX Sent our bank statements XXXX Shows a question Spoke with XXXX XXXX they need letter of explanation which I already sent. She said submit it under a different tab so its not with bank statements. Which I did. 

XXXX They called and asked for my bank statements again. What XXXX XXXX XXXXXXXX is going on over there? As I was nicely explaining that i sent that for the XXXX time on the XXXX the call was disconnected. 
Called back spoke to XXXX. 
Her system wont load. Shes submitting a call back request. I dont think she knows whats shes doing she seems very unsure about everything. 25 minute call and got nowhere.

XXXX Profit Loss Statement for myself Past 3 months. 
Bank statement for mother only highlight SS and Pensions. 

Email research incoming for List of all corporate events fees. 
To bring up to date {$3200.00} {$110.00} waived Legal fees put on end of loan. Can be paid in increments. 


XXXX Spoke to XXXX. Shes the new dedicated loan specialist She said all documents are in and under review. 

XXXX Spoke to Application was denied due to not receiving all documents. Review is reopened. 
1 ) new evaluation 2 ) resend everything 3 ) all dated last 90 days 4 ) name and signature on everything 5 ) last 2 months bank statements business 6 ) bank statements have to match p & L statement.

7 ) main and contributor applications redo 8 ) my income should be considered as other income for mother XXXX ) XXXX paystub with offer letter XXXX ) 30 days paystubs for mother XXXX gross wages must matches 11 ) most recent retirement offer letter 12 ) XXXX  social security letter XXXX XXXX number in subject line Reinstatement quote {$7300.00} Principle and interest. {$2000.00} Escrow {$1600.00} Corp advances {$3600.00} foreclosure referral and process fees Valid for 24hrs. Will need to request new quote if not paid in 24 hrs Refereed back to XX/XX/XXXX conversation about minim due. She said that was inaccurate information. She also said she sees a note of the call but no details about what was discussed. 
Said that she would push the modification request back into review. 

XXXX There is no loan modification active online. It says rejected. 
Spoke to a lady said it was {$4200.00} to bring current. I said that I would call back latter to make payment. Said that modification request is under review and its not asking for any documents. 

XXXX Called back. Had trouble getting verified. Evidently there is a C initial as mothers middle name. For XXXX evidently. 
Talking to XXXX XXXX saying that its {$7300.00} XXXX supervisor transferred to his supervisor. 
Income information missing they say. 

XXXX XXXX XXXX M-F XXXX Az time Need to send new application. Need award letters from social security, retirement, and 2 months paystubs from XXXX. Need 2 months of bank statements. Need to show mother as primary resident. Lease agreement for house and for apartment. 


Current income and proof of. 



XX/XX/XXXX XXXX called with reinstatement amount. 
{$7800.00} Wire instructions Beneficially. MR Cooper Account # XXXX Routine # XXXX Bank name XXXX XXXX XXXXXXXX XXXX XXXX 
Bank address XXXX XXXX XXXXXXXX XXXX NY XXXX XXXX until tomorrow afternoon. Will need new reinstatement quite if not in by tomorrow afternoon. 


XX/XX/XXXX Due to the constant back and forth and inconsistent information provided by Mr Cooper, At this point refinancing has been initiated and is being handled by XXXX XXXX with Affiliated Advisors of XXXX Tx. 

Since this has been in process Mr Copper has given Bill different payoff amounts. He has wired them all the money they have requested multiple times they have called back each time saying there is a shortage. 

End of my son 's notes. 

This is XXXX, underhanded and deceptive business practices and they should be held accountable for how they treat their customers!

Company response to consumer: Closed with explanation