Consumer complaint received 2026-01-01 00:00:00
Product: Debt collection — I do not know
Issue: Threatened to contact someone or share information improperly — Contacted you after you asked them to stop
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
b'DATA REMOVAL DIRECTIVE\nInformation Improperly Used and Required to Be Permanently Deleted\n\nNationstar Mortgage LLC d/b/a Mr. Cooper has improperly retained, used, and misrepresented the following information in connection with an account belonging to XXXX XXXX, despite having no lawful basis to do so.\n\nNationstar is directed to permanently delete (not suppress, mask, or flag) the following information from all systems, including internal servicing platforms, archival databases, vendor systems, downstream data feeds, credit reporting interfaces, and notice-generation workflows.\n\XXXX. Address Information  ALL VARIANTS MUST BE REMOVED\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nThis includes all spelling variations, abbreviations, truncations, formatting differences, and alias fields. Partial deletion or address suppression is not acceptable.\n\XXXX. Additional Addresses Improperly Used or Retained\n\nXXXX XXXX XXXX XXXX XXXX\n\nXXXX XXXX XXXX XXXX XXXX Telephone Numbers Improperly Retained or Used\n\nXXXX Personal Names Improperly Associated With the Account\n\nXXXX XXXX\n\nXXXX XXXX XXXX XXXX XXXX\n\nNationstar has never had any borrower, credit, payment, or contractual relationship with any of the above individuals.\n\XXXX. Sensitive Identifier Improperly Used or Retained\n\nSocial Security Number ending in XXXX\n\nThis identifier must be permanently deleted from all systems, logs, and historical records and confirmed as removed.\n\nREQUIRED VERIFICATION OF DELETION\n\nNationstar must provide documented proof that the above information has been:\n\nPermanently deleted (not masked, hidden, or marked inactive)\n\nRemoved from all internal systems and XXXX-party/vendor systems\n\nRemoved from all future reporting, notice, and data-sharing workflows\n\nAudited to ensure no variant spellings or aliases remain\n\nAcceptable proof includes:\n\nSystem screenshots showing deletion\n\nAudit or change logs\n\nA sworn certification from a records custodian or compliance officer\n\nREQUIRED ACKNOWLEDGEMENT (LINKED TO DATA REMOVAL)\n\nNationstar must also acknowledge in writing that:\n\nI am the sole owner and exclusive occupant of XXXX XXXX XXXX XXXX XXXX XXXX with my XXXX children since XXXX XXXX XXXX does not reside at, occupy, or own the property\n\nNationstar has no debt or credit relationship with me or my family\n\nNationstar may not send correspondence to my property for XXXX XXXX\n\nNON-NEGOTIABLE CONDITION\n\nThis directive does not depend on whether Nationstar has alternate contact information for XXXX XXXX.\nThat responsibility rests solely with Nationstar.\n\nFailure to remove all listed data and all variants constitutes continued material misrepresentation and an ongoing regulatory violation.\n\nNationstar Mortgage LLC d/b/a Mr. Cooper  Ongoing Records Misuse, Material Misrepresentation, and Cease-and-Desist Violations\n\nNationstar Mortgage LLC d/b/a Mr. Cooper (Nationstar) has, for years, serviced an account associated with XXXX XXXX using my legal and mailing address, despite having actual notice that he moved from the property in XXXX XXXX and that ownership of the property transferred to me in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am the sole owner and exclusive occupant, residing there full-time with my XXXX  children. I have never had any borrower, credit, or debt relationship with Nationstar.\n\nImproper Use of My Address\n\nNationstar has refused to remove my address as XXXX XXXX legal and mailing address and has exclusively directed correspondence and notice to my home for approximately four years, and nowhere else.\n\nThe fact that XXXX XXXX lived at the property years ago does not authorize Nationstar to continue using my address as though it is his. Past residence does not create an ongoing right to use a third partys property as a proxy address once that person has moved.\n\nNationstar has pretended he did not move, pretended he still lives here, and pretended he still owns or occupies the property, despite written notice and acknowledgement to the contrary.\n\nMisrepresentation of Ownership and Occupancy\n\nBy continuing to use my address foXXXX XXXX XXXX, Nationstar has misrepresented the ownership, occupancy, and legal status of my property.\n\nThese misrepresentations have caused XXXX  parties to act as if XXXX XXXX still resides at or retains an interest in the property, including actions and filings in town land records. He does not and has not for four years.\n\nI have been forced to take multiple legal actions to protect my rights and undo the harm caused by Nationstars refusal to stop using my address and correct its records.\n\nFailure to Report Ownership Transfer to the VA (XXXX)\n\nNationstar acknowledged the ownership transfer in writing, yet failed to report the change of ownership to the VA through XXXX, despite this being a required reporting obligation.\n\nFailure to report a change in ownership for multiple years is not an oversight or clerical error. It is a material misrepresentation that allowed XXXX  parties to proceed for years under false assumptions regarding ownership and occupancy.\n\nI reported this failure to the VA. The VA technician assigned to XXXX XXXX  account responded in writing, acknowledged my report, accepted and retained the documentation I provided, updated the VA case notes to reflect the correct ownership and occupancy status, and directed me to the regulations governing Nationstars obligation to update records and notify third parties when ownership changes are received.\n\nDespite this, Nationstar has still not corrected its records.\n\nIgnoring Returned Mail and Actual Notice\n\nNationstar has ignored years of Return-to-Sender (RTS) mail. All mail addressed to XXXX XXXX  at my address is automatically returned by the U.S. Postal Service after I complained to the Postmaster regarding improper use of my address for a former owner.\n\nNationstar knowingly ignored these returns and continued mailing anyway, allowing downstream parties to proceed for years as if XXXX XXXX still lives here.\n\nCease-and-Desist Violations\n\nA cease-and-desist is already in place. Nationstar may not:\n\n Send correspondence to my address for a person who does not live here\n Ignore returned mail and continue mailing anyway\n Use my property as a proxy for borrower notice\n\nI have never had an account with Nationstar. Continued mailing to my property in a former owners name is a violation of the cease-and-desist.\n\nMisuse of Personal and Family Information\n\nNationstar has improperly retained, used, and misrepresented personal and contact information belonging to me and my familyindividuals with no credit or contractual relationship with Nationstar.\n\nThis includes misuse of addresses, phone numbers, names, and a Social Security number fragment, and improper contact with my elderly mother, including coercing over XXXX from her under misrepresentations about alleged debt threatening my housing and my childrens stability. Her bank information was stored without consent, charged again, overdrawing the account and causing a tax payment to bounce.\n\nThis conduct is part of the same records-misuse pattern and materially affects my safety and legal standing.\n\nNot a Duplicative Complaint\n\nI have made prior complaints to Nationstar, the CFPB, and other regulatory bodies. Nationstar routinely claims it need not respond to duplicative requests and reattaches prior responses.\n\nThose responses did not take the required corrective action. The information remains uncorrected. The violations are ongoing.\n\nThis complaint is not duplicative. It reports a still-unresolved, continuing failure to correct records, despite notice, acknowledgement, and regulatory confirmation of Nationstars obligations.\n\nSummary\n\nNationstar has:\n\n Continued using my address for a former owner after notice\n Misrepresented ownership and occupancy\n Failed to report ownership changes as required\n Ignored returned mail and cease-and-desist requirements\n Allowed downstream misrepresentations to persist for years\n\nThis is a systemic records-misuse issue within the CFPBs supervisory authority.'

Company response to consumer: Closed with explanation