Consumer complaint received 2024-03-09 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: CO

Complaint narrative:
After receiving a couple emails from Mr. Cooper the week of XX/XX/XXXX stating that my mortgage payment was overdue, which I disregarded initially because I knew my mortgage was with XXXX XXXX and I thought it was a scam, I finally logged into my XXXX  online portal on XX/XX/XXXX only to learn that my mortgage had been transferred to Mr. Cooper, despite never receiving any communication regarding this from either XXXX  or Mr. Copper ( via email or paper mail ). 

When I looked in the documents folder in my XXXX XXXX, I found a letter dated XX/XX/XXXX ( which I never received ) stating that my loan was transferred to Mr. Cooper, with an effective date of XX/XX/XXXX. Additionally, the letter also stated that my monthly autopay authorization was being deactivated and that I would need to set it up again with Mr. Cooper. 

Upon learning about the transfer, I tried accessing my mortgage on the Mr. Cooper website, which was unsuccessful, and placed ( 3 ) calls to various phone numbers found on the Mr. Cooper website ( and from those numbers referenced on the automated messages when calling in ) on XX/XX/XXXX. Those phone numbers were XXXX, XXXX, and XXXX. 

Regardless of what prompts I selected or voice responses, I couldnt get the system to connect me to a real person and would get a response along the lines stating that as a new customer with a loan that was recently transferred to Mr. Cooper, that my loan information would be fully uploaded to their systems within 5 days and to wait before calling back or trying to access my account online ( which we were well beyond ). 

The only way to make progress with the auto-attendant was by using my SSN, as I never received any correspondence with my new loan number, which was the other option the system requested for authentication purposes. On one of those 3 attempts, I was able to receive a different response, stating that my loan information was already fully uploaded to their system and to go to their website to access my mortgage details. 

Hoping that maybe there was an issue with the website, I attempted to access my mortgage online again on XX/XX/XXXX, upon which I finally ( or at least I thought I ) made some progress, after inputting XXXX XXXX XXXX as my last name, as I ( individually ) and my revocable living trust ( which I am the trustee of ) are co-borrowers on the mortgage, only to receive a message stating that my Account Not Accessible Online and to call XXXX during normal business hours. 

After getting fed up with these futile attempts and wasting way too much time trying to do so, after all I was trying to do was reinstate my monthly autopay information, I finally sent an email to XXXX ( which was listed on their website as a contact for those who werent able to access their online account and send a secure message ) with the issues I was dealing with, requesting a phone call from someone when they reopened for business on XX/XX/XXXX to help me get my issue resolved. 

As you can see from the attached email chain, the responses I received on XX/XX/XXXX and XX/XX/XXXX completely ignored the issues I requested help with, and instead used templated responses telling me to login to my account to make a payment, or fax my bank info and my loan number ( which I never received ). 

As evidenced in the attached document, in every communication I sent I requested a phone call from someone who could help resolve the issues I was dealing with. Not only did Mr. Cooper ignore my requests, they didnt even acknowledge it or provide a reason why it they might not be able to accommodate my request for a call from someone who could help resolve this problem. 

Despite sounding like a broken record, on XX/XX/XXXX I tried contacting Mr. Cooper again at XXXX, twice at XXXX and another two calls to XXXX, all of which either disconnected me or told me to wait at least ( 5 ) days after the loan was transferred to them before trying to request any information. 

As youve probably gathered, Im beyond frustrated and the disregard by Mr. Cooper for their customers is completely disrespectful and neglectful.

Company response to consumer: Closed with explanation