Consumer complaint received 2024-04-26 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: CA

Complaint narrative:
Mr. Cooper purchased my mortgage from a mortgage company a few years ago. Due the high rate of U.S. Postal mail fraud, which became worse after the start of Covid 19, I have been making my payments online. I set up an account with Mr. Cooper in order to make these payments. As the CFPB is aware Mr. Cooper - its Nationstar in sheep 's clothing has a history of deceptive and unfair business practices. It refuses to comply with the most basis business practices to protect the privacy of its forced customers ( yes I said forced I am an unwilling customer. If I knew the loan would be sold to Mr. Cooper/NationStar, I would have never have done business with the originator. With mortgage rates now over 7 % I can't afford to refinance to get out of Mr. Cooper 's right to service my loan. On top of all of my personal information having been hacked in the past, its latest scheme is that without notice or permission it instituted a verification system before a borrower can access its account. With most companies this would be a positive and appreciated practice, but not with Mr. Cooper. This month Mr. Cooper enacted a verification system in which a pass code is to be sent to a phone number, but instead of setting its system up with a phone number it inserted an email address, so when the borrower gets to this next step and hits send the pass code, a pass code is never received, because Mr. Cooper did not insert a phone number to send the pass code. With a pass code not received a borrower is unable to access its account and submit a timely mortgage payment. I have been trying to submit my payment since XX/XX/XXXX. Worse yet, a borrower is unable to speak with a live person or chat with a live person. After spending time searching the internet, I found a number from a blog from other borrowers who have had the same problem and was finally able to speak with someone in the technical department. After 30 minutes XXXX stated she could not fix Mr. Coopers errors and that my account had to be wiped out. It would take a least 24 hours and hopefully in a few days I could go back in and try and set up a new online account. Its Friday, XX/XX/XXXX, and while Mr. Cooper says it is open on Saturday, it is never really open, because you can't speak with a live person and its automated phone system is so substandard you can't even make a payment thru its phone system. I tried. The phone system would not allow me to submit my monthly {$3900.00} payment, it would only accept a payment of {$250000.00}. When I attempted to communicate by chat, Mr. Cooper again it refuses to have a live person, which it knows it needs with all of its issues. Instead, you just get a bot that gives you four options, which are never what you need. Mr. Cooper is unwilling, unable, and downright refuses to provide borrowers with basic servicing service, and I think that is Mr. Coopers intent and purpose. If borrowers can't access their accounts online, which despite all of the fraud ( because Mr. Cooper does not protect or guard borrowers financial information ) it is still the safest way to make a Mr. Cooper payment and have proof of it. This helps Mr. Cooper to make more money with late fees, hurting borrowers credit so they have to pay high interest rates later, making money off moving an account to foreclosure, with their hope of securing the property and selling it off to another corporate partner. They need a serious enforcement action to be brought against, and/or it should be shut down and forced to sell their serving rights to a company in good standing.

Company response to consumer: Closed with explanation