Consumer complaint received 2025-07-27 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: FL

Complaint narrative:
ecipient or Organization Name ], I am writing to file a formal complaint regarding the mishandling of my mortgage account by my lender, Mr. Cooper ( Nationstar Mortgage ), related to a forbearance arrangement that was initiated due to a federally declared disaster in my area. 

In XX/XX/XXXX, I was placed into a XXXX-month disaster forbearance plan after a major storm affected my region. This forbearance was approved by Mr. Cooper. In XX/XX/XXXX, at the conclusion of the initial forbearance period, I contacted Mr. Cooper to request a repayment plan or loan workout to resume making regular payments. 

Instead of immediately processing the repayment plan, I was informed that an application had to be submitted, and in the meantime, I was placed into an additional forbearance. I was under the impression that this was part of the necessary process to obtain an approved repayment plan, and I acted in good faith to follow the lenders instructions. 

To my shock, at the end of XX/XX/XXXX, I received notice that Mr. Cooper denied my workout request and stated that my only options were foreclosure or a short sale. This came as a complete surprise, as I believed I was actively engaged in resolving the matter and preparing to resume payments. 

In order to prevent foreclosure proceedings and preserve my home, I brought my loan current and reinstated the mortgage. However, I was required to pay legal fees tied to foreclosure actions that had already been initiated without my knowledge and while I believed I was protected under an active forbearance. 

After reinstating the loan, I requested a refund of those legal fees, but Mr. Cooper denied it. They later informed me that my forbearance had been canceled at the end of XX/XX/XXXX, something I was never notified about nor consented to. I received no written or verbal communication from Mr. Cooper about this cancellation. 

I believe that Mr. Cooper acted in bad faith and potentially in violation of consumer protection laws by : 1. Failing to clearly communicate the status or termination of my forbearance.

2. Initiating foreclosure proceedings while I was in what I believed to be an active forbearance.

3. Failing to provide an accessible or timely repayment plan option as part of loss mitigation.

4. Charging legal fees for a foreclosure I was not aware of and not offering any path to dispute those charges. 

I am requesting the following : A full investigation into how my forbearance and repayment request were handled ; A refund of the legal fees associated with the foreclosure action taken without my informed knowledge ; Confirmation of all relevant dates regarding the forbearance status, reinstatement, and communications ; Assurance that my account will be accurately reported to credit bureaus with no negative marks due to this situation. 

I am also seeking legal counsel and will escalate this matter to all appropriate regulatory agencies. I would prefer to resolve this issue amicably, but I am prepared to pursue all remedies available under law.

Company response to consumer: Closed with explanation