Consumer complaint received 2025-09-03 00:00:00
Product: Mortgage — Conventional home 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: NY

Complaint narrative:
Request for Immediate CFPB Intervention : Ongoing Fraud, Misrepresentation, and Bad Faith by XXXX XXXX XXXX Mr. Cooper : As of today, I am still unable to verify who my actual servicer is. XXXX XXXX  XXXX XXXX claims my loan was transferred to Mr. Cooper effective XX/XX/year>, yet I have never received a welcome letter or any correspondence directly from Mr. Cooper, only from XXXX XXXX. Despite this, XXXX representatives have offered me a loan modification and continue to represent themselves as handling my account. To date, I have not been able to speak to anyone about this pending loan modification application because every time I call, I am told that they can not talk to me as the case is in litigation. This situation is not only confusing and misleading, but it also mirrors the very misconduct XXXX XXXX  was sanctioned for in XXXX repeated under the guise of Mr. Cooper. Their practices continue to be predatory, evasive, and in bad faith. I have filed several CFPB complaints since 2025, yet the misrepresentations and obstructions persist, warranting direct CFPB intervention. Broken Promises of Assistance In their last CFPB response, XXXX. XXXX provided direct contact information for XXXX designated representativeXXXX XXXXXXXX and XXXX XXXX were supposedly assigned to assist me. Neither of these individuals has ever answered my calls or returned messages. This was represented as a solution to my complaints, but in reality, it was another tactic of delay and bad faith. I have also repeatedly requested that all documents, including servicing transfer records and modification paperwork, be sent to me in hard copy by mail. To this date, I have not received them. Misrepresentation of Legal Rights XXXXMr. Cooper directed me to their foreclosure counsel, XXXX XXXX of XXXX XXXX and XXXX. On a recorded call, she falsely stated that because my case was long overdue, I was no longer entitled to protection under RESPA. This is a gross misstatement of federal law. RESPA protections continue to apply to all borrowers, regardless of the length of litigation, so long as a servicer receives and processes loan modification applications. This demonstrates deliberate misinformation not only to me, but also to the court. Pattern of Misrepresentation to the XXXX XXXX and Mr. Cooper have repeatedly misled the New York State Supreme Court using the same falsehoods they post in their CFPB responses. This constitutes a pattern of misrepresentation, intended to push my case toward foreclosure while avoiding compliance with federal loss mitigation laws. They instructed me to submit a new modification application, but : They refuse to give me portal access. They refuse to send physical paperwork to apply. This creates an impossible situation where they appear cooperative on paper but deliberately prevent me from fulfilling requirementsclassic bad-faith dual tracking. Violations of Federal Law XXXX. XXXX conduct violates : RESPA ( 12 C.F.R. 1024.41 ) : By refusing to provide access to the modification process, dual tracking foreclosure while an application was pending, and failing to respond reasonably to Notices of Error. TILA ( 15 U.S.C. 1601 et seq. ) : By failing to provide clear, accurate disclosures of ownership and servicing. HAMP Guidelines : By failing to offer meaningful loss mitigation review and instead obstructing access. CFPB Servicing Rules : By misrepresenting rights, providing false contact persons, and issuing contradictory responses. Banks Acting Above the Law These banks act as though they are beyond the reach of regulators. They continue to commit violations they were previously sanctioned for, showing contempt for both borrowers and oversight agencies. To them, RESPA, TILA, HAMP, and CFPB regulations are nothing more than obstacles to circumvent. Plea for CFPB Action I have come to the CFPB numerous times with new violations over the past nine months. Yet, instead of enforcement, I only see data collection while the abuses escalate. The time has come for the CFPB to actnot simply record. This is my last attempt to seek protection through the CFPB before I am forced to proceed in federal court. It is shameful that I can not obtain justice through existing channels and must resort to such measures.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation