Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
I am submitting this complaint regarding the handling of my mortgage servicing records, loan modification processing, and responses to my requests for information by Mr. Cooper, the prior servicer of my VA mortgage loan. The issues described below occurred before servicing of the loan transferred to PHH Mortgage effective XXXX XXXX, 2025, as reflected in the servicing transfer notice. During 2025 I entered the loan modification review process with Mr. Cooper. The initial modification package I submitted was treated as incomplete by the servicer. Despite that determination, the servicing record later relied on the same modification timeline to establish a delinquency baseline beginning XXXX XXXX, 2025. The modification that was ultimately recognized and executed was dated XX/XX/year>2025 and remained under review until later in the summer, with approval occurring in XXXX. Because the modification review was ongoing during the time period now being used to establish delinquency, the servicing timeline appears internally inconsistent. In addition to the modification timeline issues, Mr. Cooper provided servicing ledger records that contain entries that do not reconcile with the delinquency narrative later adopted by the current servicer. The ledger reflects transaction reversals, suspense activity, and other adjustments that raise questions about how the arrears balance and delinquency determination were calculated. To understand these discrepancies, I submitted written Requests for Information and Notices of Error under the Real Estate Settlement Procedures Act ( RESPA ). Mr. Cooper acknowledged these requests and cited RESPA in its responses. However, the responses provided did not address the specific questions raised in my requests. Instead, the servicer repeatedly provided substantially identical or duplicative responses that referenced RESPA compliance but did not provide the underlying transaction-level documentation needed to reconcile the servicing record. As a result, the responses invoked RESPA while failing to provide the actual information requested under that statute. Because the requested documentation was not provided, the contradictions within the servicing ledger and modification timeline were never resolved before the loan transferred to the new servicer. The servicing data transmitted to the new servicer therefore appears to contain unresolved inconsistencies regarding the delinquency baseline and payment history. This complaint concerns the reliability of the servicing records created by Mr. Cooper and the adequacy of their responses to formal RESPA requests seeking clarification of those records. I am requesting that the CFPB require Mr. Cooper to provide the complete documentation necessary to reconcile the servicing record and the delinquency determination.

Company response to consumer: Closed with explanation