Consumer complaint received 2025-12-03 00:00:00
Product: Mortgage — FHA 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: OK

Complaint narrative:
I have called multiple times to get correct information and never can. The fact that being in bankruptcy also makes it this difficult to communicate is a joke. My mortgage isnt included in the bankruptcy plan I am aware it still has to be flagged as such I worked in mortgage servicing for 14 years however agents DONT know how to service them. I sent a formal written complaint on XXXX to which I havent received any kind of response not even an acknowledgment letter. Being in a bankruptcy shouldnt make it this hard to deal with your mortgage like they purposely want you to fall behind now being on the other side as an owner and not a representative I fully understand why borrowers in bankruptcy have so many issues. Good morning, For XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX and XXXX XXXX Loan # XXXX with Lakeview AKA Mr cooper This is for one my formal complaint and for two my account needs to be researched and corrected. Let me start off by saying Ive worked in mortgage servicing for 14 years in fact transfer from Rushmore to Mr Cooper and quit. Unfortunately my mortgage remains with this company. I know how servicing works and every single time I call your customer service I get different information. You need to train your agents on how to handle bankruptcy loans as it should not be this much of a XXXX nightmare to handle my account just because of bankruptcy. I called today XXXX and the representative gave me incorrect information and then when I continued to ask questions for my records she said she couldnt hear me and went silent. I said hello several times and she hung up on me. That is completely unacceptable and she needs to be written up. She could XXXX well hear me just fine she just couldnt answer my questions. 

I need research completed and a response and not a response to my attorney I want it directly to me. As you can see if you know how to actually service a loan I am in XXXX XXXX however my mortgage is NOT part of my XXXX plan and I pay you guys directly each month. I want a copy of my payment history from XXXX XXXX XX/XX/XXXX. 
My payments should be posted as followed below. I was also notified of payment change effec XXXX of {$1200.00}. 
XX/XX/XXXX - pd {$3200.00} it was supposed to be applied to the XXXX payment and the rest to escrow - XXXX to escrow per representative so {$1000.00} shouldve paid XXXX XXXX XXXX pd {$1000.00} - should have paid the XXXX payment XXXX XXXX pd {$1000.00} - should have covered most of XXXX however wasnt enough so it shouldve went to suspense for holding NOTHING should be posted to any XXXX fees they can be paid any time XXXX XXXX pd {$1200.00} - should have taken care of XXXX and left {$1000.00} in suspense XXXX XXXX pd {$1200.00} - should have taken care of XXXX and left {$1000.00} in suspense Should only owe {$170.00} to complete XXXX payment with funds that should be in suspense However Im being told I only have {$750.00} in suspense right now per representative on XXXX due for my XXXX payment - rep disconnected call and this is incorrect I should have {$1000.00} in suspense and not owe that much to complete XXXX On XX/XX/XXXX I paid another {$1200.00} my account should be current and no fees charged to bankruptcy or anything else as the bankruptcy court also stated those fees they are charging will not be paid for during the plan either yet they continue to file stuff to for the fees to be included and my mortgage isnt NOT part of my bankruptcy.

Company response to consumer: Closed with explanation