Consumer complaint received 2025-11-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Copied from my letter : Description of Error On XX/XX/XXXX, I called to request a forbearance due to unemployment. The representative, XXXX, informed me that according to an investor requirement I had to wait until XX/XX/XXXX, to apply. 

On XX/XX/XXXX, I spoke with another representative, XXXX, and was told that I would receive a six-month forbearance covering XX/XX/XXXX through XX/XX/XXXX. I clearly confirmed this arrangement during the call, which I recorded. 

I later learned that, instead of a forbearance, a repayment plan was submitted to my account and rejected on XX/XX/XXXX. I never requested or authorized a repayment plan, and I never received any notification ( by mail, email, or message center ) about this rejection. 

As a result, my loan has been marked late and assessed fees that I believe are improper, given that I sought assistance in good faith and followed the instructions provided by your representatives. 

This sequence of events constitutes a servicing error under Regulation X, as it reflects a failure to properly process a borrowers forbearance request, provide accurate information, and issue required notifications. 

On XX/XX/XXXX, I spoke with a representative named XXXX, who informed me that the prior forbearance request was never processed and that a new forbearance application was submitted to begin XX/XX/XXXX. I was told that a decision would be provided within 15 days electronically and that the missed payments from XXXX and XXXX might be included in that plan. However, the process of submitting this new forbearance differed significantly from my original experience, which raises additional concerns about consistency and accuracy in your servicing practices. 

Today, XX/XX/XXXX I saw from my email that I had a new document to view on Mr. Cooper so I logged in and saw that I was assigned XXXX so I called, she put in a requested for that woman to call me but since there was no clear protocol provided for when I would get a return call I ended up speaking with the representative on the line about my account and the steps above, her name was XXXX. She told me that since the loan was past due she would not be able to do a foreabearance, I mentioned the service error and that I applied for the forebearance in XXXX before it was offically late -- pass the grace period -- and all the otehr steps above and that I had been given the impression I already had a forebearance and the state I'm now in XXXX is due to the failing of Mr. Cooper. This call resulted in me getting a forebearnce in XXXX, XXXX and XXXX per her call but there was nothing they could do about my current balance. That feels illegal and after I send this complaint I'm gon na find a lawyer. 

My notice of error and request for information letter was delivered XX/XX/XXXX per the tracking number and I expect a letter of receipt in the next couple days, as I understand they are required by law to do so after receiving it in up to 5 business days.

Company response to consumer: Closed with explanation