Consumer complaint received 2025-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: KY

Complaint narrative:
I was notified in XXXX ( around the XXXX ) by XXXX that my loan was being sold to Mr. Cooper on behalf of Lakeview XXXX XXXX effective XXXX. I scheduled a payment to XXXX to be withdrawn on XX/XX/XXXX. There was a mix up with my account that caused the payment to be returned. I found out before XXXX was aware of it ( XX/XX/XXXX ) and contacted XXXX to advise them to re-run the payment that the funds were now available. I was advised that it was too late because of the change and that I would have to contact Mr. Cooper. I attempted to contact Mr. Cooper and was advised that my loan was now being serviced by XXXX and to contact them. I called XXXX back and was advised that they no longer had my account and that it could take a couple of weeks for the transfer to be completed and to keep checking with Mr. Cooper. On about the XXXX of XXXX I received a letter ( dated XXXX ) from Mr. Cooper advising that they had not received the payment for XXXX or for XXXX. At this point I still hadn't been able to make a payment because Mr. Cooper advised that my loan had been transfered to XXXX and XXXX was saying that it had been transfered to Mr. Cooper. On about the XXXX or XXXX of XXXX I received a letter ( dated XX/XX/XXXX ) from Mr. Cooper advising that effective XX/XX/XXXX they would be servicing my mortgage. I called that same day and the system gave me the same message " that my loan had been transfered to XXXX ''. A few days after that letter I was finally able to find another number for Mr. Cooper and was finally able to talk to a person who advised me that I needed to talk to someone from Lakeview Mortgage about my loan because they were the ones that actually were the owners and they gave me a number to call. I spoke to Lakeview Mortgage and was advised that they did now own my loan but that my payments had to be made through Mr. Cooper because they were the ones servicing the loan. I advised them that I had been trying to get a hold of Mr. Cooper for a month and that I had just been advised by Mr. Cooper to call them. I was advised that it could take up to 30 days for everything to be completed. On about the XXXX of XXXX I received a letter from Mr. Cooper advising that they were concerned about my late payments and the letter included a number for their Foreclosure XXXX Department. I called that number and was advised that I was XXXX payments behind ( XXXX and XXXX ) and that XXXX was coming due. I advised them of what I had been dealing with ( about not being able to make a payment because Mr. Cooper was refering me to XXXX and XXXX was refering me to Mr. Cooper ). They advised me that they were sorry for the confusion and wanted to know if I wanted to make a payment. I made a payment and ask about options to catch back up. They advised me that my only option was to do a loan modification. They sent me the packet and I started working it. While working to get the info together I called Mr. Cooper again to set up another payment and the individual I spoke with advised that a repayment plan would be my best option because a loan modification could possibly change my interest rate as well as lengthen the terms of my loan. I was told how much it would be a month over 3 months and it was more than I could afford. So I was told to pay extra every month and that it would lower the amount of the repayment plan. And this is what I've been doing for the last 2 months. 


Another issue is the first part of XXXX I called and spoke to XXXX about not being able to make a payment that month due to some unforseen medical expenses and that I was worried about it reporting to my credit. They looked at my account and then ask me if the loan had been XXXX in a bankruptcy. I advised them yes back in XXXX  and they ask if I had signed a re-affirmation agreement. I advised them no. They said to give them a few days to look into it and they get back with me. After about XXXX weeks they called me back and advised me that they were sorry, that they had been reporting to my credit and that they shouldn't have been. They advised that Mr. Cooper never stopped reporting to my credit after the bankruptcy had been XXXX. They advised me that they had filed the paperwork to have it removed from my credit and that it should be removed in the next 60 days. It was finally removed in XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation