Consumer complaint received 2024-06-24 00:00:00
Product: Mortgage — Conventional home 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: OH

Complaint narrative:
Our mortgage was transferred from homepoint financial to Mr. Cooper in XX/XX/XXXX. My identity was compromised immediately in their massive data breech before we had even made our first mortgage payment to them. I was unable to make a payment with them because their systems were locked due to the breech for nearly 7 weeks and therefore we had to make 2 mortgage payments in one month causing financial hardship to our family. I was made aware shortly after that my personal information including social security number had been compromised and had been leaked on the dark web. I had to file identity theft reports with the social security administration, lock my credit with all three bureaus, constantly monitor my identity, and pay for credit monitoring services. 
I logged into the online system in XX/XX/XXXX to pay my mortgage to receive a message that I did not have a loan with Mr Cooper. I called six times. I was disconnected by the automated system all six times because you can not speak to a live agent unless you have an active loan number or social security number within their system. I had to claim to be interested in opening a new mortgage with them to get to an agent. I was then told that my loan had been sold to a company called XXXX. I did not receive any mailed or email correspondence notifying me of this transfer leading up to the switch. I received a letter in the mail on XXXX XXXX stating I was yet again transferred BACK to Mr Cooper starting XX/XX/XXXX. 
Today XX/XX/XXXX I received an email addressed to " XXXX and XXXX '' with their old loan number and new loan number included. This is not my name nor my husband 's name. I received an email roughly six hours later asking me to disregard the email and that it was not intended for me. I called my current loan servicer ( Homepoint Financial ) who confirmed they were aware of the mishap and that all customers appear to have been impacted. I was told to call Mr Cooper 's " Corporate Incident Line '' at XXXX. This number either rings busy, disconnects after one ring, or I receive a message from XXXX that the called has temporarily blocked incoming calls. I have attempted to call 13 times with no success. 
This company compromised my identity not even one year ago. They have put my family behind financially, I've lost countless hours on the phone with credit reporting agencies and the social security administration, got my personal information put on the dark web as a mother of XXXX XXXX XXXX  and have suffered mentally due to their negligence. Nine months later they are sending our personal information out via email to strangers on the internet. 
They are not protecting our privacy, our Personal Identifiable Information, or financial information. They are not meeting contractual obligations for notification of mortgage sale and/or transfer. They are not meeting standards for reasonable efforts of communication. They need to be held accountable for their thoughtless business practices and mishandling of consumer information.

Company response to consumer: Closed with explanation