Consumer complaint received 2025-02-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
I am writing to formally file a complaint regarding the handling of my loan modification by my previous loan servicer, XXXX XXXX, and my current loan servicer, Mr. Cooper. It has been over three months since my loan modification was signed, notarized, and approved, yet the loan has not been properly processed to reflect a current status. As a result, my account with Mr. Cooper inaccurately shows that I am behind on my payments, putting me at risk of foreclosure. 
History of the Issue : XX/XX/XXXX : I signed my final loan modification agreement with XXXXXXXX XXXX through an online notary set up by XXXX. I was informed by customer service and a written letter that my new loan terms would be effective XX/XX/XXXX. I proceeded to make my first payment under the new terms, which was received and processed by XXXX. I also requested a copy of my signed modification, which XXXX said would take at least 30 days to be delivered via XXXX. 
XXXX XXXX : I received a letter from XXXX notifying me that my mortgage servicing was being transferred to Mr. Cooper. Both XXXX and Mr. Cooper, under Lakeview LLC, confirmed the transition. 
Late XX/XX/XXXX : I contacted Mr. Cooper to inquire about setting up my online account. They informed me that the transfer process typically takes about 60 days. 
Early XX/XX/XXXX : My online account with Mr. Cooper was finally set up. However, when I attempted to make my XXXX payment, I noticed that my loan modification status was marked as " cancelled. '' XX/XX/XXXX : I called Mr. Cooper 's customer service, and the representative ( who did not provide their name ) escalated the issue to a manager. She also processed my XXXX payment over the phone and confirmed that the modification had been completed but was not reflected in the account. She sent me a copy of my signed modification agreement but could not explain why it had not been updated. I was told to expect a follow-up call, which I never received. 
XX/XX/XXXX : I contacted XXXX, and they stated they would escalate the issue to Leadership to resolve it with Mr. Cooper. Again, no one followed up with me. 
XX/XX/XXXX : I called XXXX again and was informed that they no longer manage my loan and that Mr. Cooper was responsible for resolving the issue. I then contacted Mr. Cooper and spoke with XXXX ( Direct line : XXXX ), who escalated the issue and acknowledged that my loan modification was finalized but not updated. He promised to call me back on XX/XX/XXXX with an update. 
XX/XX/XXXX : Mr. Cooper failed to call me as promised. I called them and spoke with XXXX again, who informed me that there was still no resolution. Meanwhile, I have been receiving foreclosure notices from Mr. Cooper and correspondence from the Maryland XXXX XXXX XXXX XXXX advising me to seek assistance. I asked to speak with a manager, XXXX, who has not yet returned my call despite a promised response within 48 hours ( by XX/XX/XXXX ). 
Despite my compliance with all required steps, including timely payments, XXXX and Mr. Cooper have failed to process my loan modification correctly. This ongoing error has placed undue stress on me and threatens my financial stability. 
I request that XXXX and Mr. Cooper rectify this matter immediately and hope that you can provide some assistance in escalating this matter. 
If I do not receive a satisfactory resolution by next week, I plan to escalate this complaint to the Maryland Office of the Attorney General, and other relevant authorities. 
Any assistance would be greatly appreciated. 
Sincerely,

Company response to consumer: Closed with explanation