Consumer complaint received 2024-12-30 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: NY

Complaint narrative:
Mr Cooper bought out my original mortgage lender ( XXXX XXXX ) back in XXXX. I had issues accessing my loan information on-line with Mr Cooper due XXXX my previous house that I lost in a divorce that was also with Mr Cooper. 

Attempting to log in defaults to my ex-wife 's login/password for a home loan I no longer am affiliated with. When I attempt to create a new account name/profile it states that I have an existing account and directs me to log in with my ex-wifes information, which I have never selected as I have no reason or purpose to see her loan information. 

My first attempt to fix this issue with Mr Cooper was in XX/XX/XXXX. The automated Customer Service does not have an option that fits and you can not get to a live agent to speak with no matter what you say or do. I tried emailing Mr Cooper as well and never received a response. 

Fast forward to XX/XX/XXXX and Mr Cooper sent an email regarding important mortgage information and a change in my monthly payment. I responded via email that I could not log in to view any changes. I received no responses. 

On XX/XX/XXXX I called Customer Service and was able to obtain my new loan payment amount and when the change would take place via the automated process. But I again was unable to actually get through to an agent about my login issues. 

That automated XX/XX/XXXX call informed that starting XX/XX/XXXX that my payment would be {$1400.00} ( previous amount was {$1400.00} since I purchased this home several years ago ). 

I made my mortgage payment on XX/XX/XXXX in the new amount of {$1400.00}. 

The first week of XX/XX/XXXX I received a letter in the mail from a creditor named XXXX XXXX Mortgage XXXX that they are a debt collector and I owed {$2900.00} by XX/XX/XXXX. 

I tried calling Mr Cooper Customer Service on XX/XX/XXXX to obtain more information as I have never missed a mortgage payment, nor have I paid late. The automated service provided no information regarding a debt collection and after numerous attempts it was impossible to speak to an agent even though it states there are agents waiting and available. 

I have sent Mr Cooper numerous emails regarding the debt collection concern and about rectifying my lack of on-line access to my account. To date, I have still never received an email response. 

On XX/XX/XXXX I had to pick up a piece of Certified mail from Mr Cooper stating that my loan was 34 days late and I {$1500.00} in debt. So somehow between the XXXX letters they sent me in a week I went from {$2900.00} in debt to {$1500.00}. 

On XXXX XXXX, XXXX I received XXXX letters from Mr Cooper threatening foreclosure and that I owed {$2900.00}, plus a {$33.00} late fee. I have until XX/XX/XXXX to respond to Mr Cooper and rectify this debt or my home will be put in foreclosure. 

I have emailed many times ( all included under " attachments '' ) and have yet to receive a single response from Mr Cooper. XXXX is now of the essence as they are threatening foreclosure on my house when I have never missed a payment and have always been on time. I even immediately paid the new loan amount on XX/XX/XXXX which was a week prior to its due date. 

I have a separate file with all email attempts that I have made to Mr Cooper, but the file is too large to attach. Please let me know if you would like to see all of them or examples and I will figure out how to minimize the size of the file should you request to see them. 

I have missed calls in the last several weeks on my personal cell phone listed as " Unknown '' caller but was today able to recognize that they were made from a Mr Cooper Customer Service number. Not one voicemail was ever left stating who was calling or why.

Thank you in advance for any assistance you may be able to provide as I am w/in two weeks of Mr Cooper putting my house in foreclosure for an unwarranted reason and never responding to any of my attempts to speak with them and rectify.

Company response to consumer: Closed with explanation