Consumer complaint received 2025-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
I am writing to formally express my serious concerns regarding Mr. Coopers handling of my mortgage loan transfer, lack of timely communication, and the persistent failure to provide access to a human customer service representative. 

On XX/XX/year>, I received a letter from Mr. Cooper informing me that my auto payment had been canceled. That was the first and only communication I received regarding any changes to my account. Out of concern, I attempted to contact Mr. Cooper immediately only to face a highly frustrating and ineffective process. 

For several days, I was repeatedly directed to automated or AI-driven voice systems. Every time I requested to speak to a live agent by saying customer service or selecting the appropriate prompts, the system would respond with statements like we seem to be having complications before abruptly hanging up on me. I attempted this multiple times, and each time was left without support. Additionally, the system offers an option to press * if you do not wish to be recorded, but that option is broken and only leads to the call being dropped. 

At the same time, when I tried to log into my account online, the system falsely stated that my loan had been paid off which added to the confusion and concern that my account may have been compromised.

When I finally reached a customer service representative after numerous attempts, I explained my frustration. She herself had difficulty locating my account, even after I provided the last four digits of both my and my husbands SSNs, our property address, and zip code. I was so stressed that I even mixed up the last four digits of my SSN at one point, which I quickly corrected.

Eventually, I was told that my loan had been transferred and that Mr. Cooper had allegedly mailed me a letter on XX/XX/year> which I never received. This lack of proper notice and confirmation regarding the transfer of my mortgage, one of the most significant financial responsibilities I carry, is deeply concerning. I was only informed of the new servicers details after repeatedly insisting that I had received no communication.

Once I called the new servicer, they confirmed that they had my account but also had not sent a welcome letter yet. They stated they had already pulled my auto-payment information from Mr. Coopers records , which was alarming considering I had not authorized any recent transfer. 

This entire situation has caused undue stress, confusion, and a disruption to my ability to manage my mortgage payments responsibly. I fear that, without my proactive effort to investigate the issue, I could have missed a payment and incurred late fees through no fault of my own. 

This is not the first time Ive had issues with Mr. Cooper. In the past, my homeowners insurance was removed from escrow without notice. I was told your team had trouble contacting my insurer and simply gave up, refunded my escrow balance without explaining why, and failed to inform me that my insurance had been canceled. I had to manually reinstate it myself. 

Mr. Cooper has repeatedly failed to provide even the most basic level of communication and service expected from a mortgage servicer. The inability to reach a human being, the broken phone system, and the failure to properly notify me of a loan transfer all point to systemic neglect and customer disregard. 

This matter has caused me unnecessary anxiety and wasted time. I expect a prompt, written response addressing these issues.

Company response to consumer: Closed with explanation