Consumer complaint received 2025-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
Mortage got transferred to mr Cooper without my approval. 

Contacted mr Cooper starting XXXX XX/XX/XXXX until XXXX XX/XX/XXXX via phone, and the only person that answered the phone was the refinance personal. I spent hours on the phone without being able to talk to anyone from the company to get my 1098 to file my taxes. 
Finally received an e-mail to be told : " Please be informed that customer service representative should review the transaction record to verify that the 1098 for XXXX will not be generated as no payments are effective for XXXX. 

Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click Sign In and see how easy it is to manage your mortgage online. 

We appreciate you bringing this matter to our attention. As a valued customer, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at XXXX or you can contact Customer Service at XXXX. Our hours of operation are Monday through Thursday from XXXX XXXX to XXXX XXXX XXXX XXXX XXXX, Friday from XXXX XXXX. to XXXX XXXX XXXX XXXX ) and Saturday from XXXX XXXX to XXXX XXXX XXXX XXXX XXXX 

Sincerely, Mr. Cooper Research and Response Department Terms of Use | Privacy | Licensing Information | XXXX XXXX XXXX XXXX XXXX  Residents Complaints | Update Profile Questions? Either respond to this email or contact us. 
Nationstar Mortgage LLC d/b/a Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a registered service mark of Nationstar Mortgage LLC. 
This email was sent by : Nationstar Mortgage LLC d/b/a Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX Nationstar Mortgage LLC d/b/a Mr. Cooper is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged but is provided for informational purposes only. 
if you are a successor in interest ( received the property through death, or divorce, and you are not a borrower on the loan ) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 

You can't contact them by phone, you spend your time either with the robot that can't answer my question or pressing numbers and doing the round robin. Nothing gets you a human unless you push the button to refinance, and they answer quickly, then put you back into the round robin even when you ask to speak to a person. The company has until XXXX XXXX to produce the 1098, and through the mr Cooper website it says mine is available, but when I click on it, it is not there. I have attached my mortgage statements for your review. I make more than what they are requesting for payments, I should not have to call them for them to apply my payment every month. 

I have to track every mortgage payment to make sure it is applied to my account, this is the worst company that I have ever delt with, and I have had many throughout the years because mortgages are allowed to be transferred without the person that holds the note to have any say in the matter.

Company response to consumer: Closed with explanation