Consumer complaint received 2026-01-12 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: LA

Complaint narrative:
I am the successor in interest to a private home equity loan after the death of the original borrower. The servicer has been notified of the borrowers death, my mother, and my successor status. 

In XX/XX/year>, I contacted the servicer to request information about hardship or loss-mitigation options due to financial hardship following the borrowers death and my role as her full-time caregiver before that time. I am also navigating active bereavement related to the borrowers recent passing. 

During a phone call, I specifically asked whether the servicer offered any forbearance or hardship options for successors in interest, death-of-borrower situations, or other financial hardship. The customer service representative stated that no such options were available. 

The representative further stated that no forbearance or hardship assistance could be considered because the loan is not government-backed, refused to discuss any alternatives, and did not offer escalation. 

Throughout the call, the representative was XXXX and dismissive. When I pointed out the tone and asked for professional communication, the representative became increasingly sarcastic and mocking. This conduct further impeded my ability to obtain accurate information or meaningful assistance, particularly given the circumstances surrounding the borrowers death. 

The representative also stated that I needed to get a job or rent out a room to afford or refinance the loan. This guidance was inappropriate and misleading. While certain federally mandated programs may not apply to private loans, private servicers may still offer hardship accommodations under their internal policies, particularly in successor-in-interest situations. 

Prior to and following this call, I made documented attempts to resolve the issue in writing. I sent a certified letter to the servicer requesting hardship assistance, confirmation of successor-in-interest status, and clarification of account terms. I also sent emails transmitting the servicers own hardship/forbearance request form ( Form XXXX ), which I completed and returned as instructed. Despite these written submissions, I did not receive a substantive written response addressing my requests. 

I also requested clarification regarding a discrepancy in the interest rate applied to the loan. Paper statements reflect an interest rate of approximately 7.4 %, while the online account reflects a rate of approximately 9.4 %. The servicer did not provide documentation or a written explanation supporting the rate being applied. 

I am acting in good faith to stabilize the account and prevent default. The servicer failed to provide accurate information, did not acknowledge or respond meaningfully to written requests ( including certified correspondence and submitted forms ), and failed to maintain professional conduct while refusing to discuss or escalate hardship options during a period of bereavement.

Company response to consumer: Closed with explanation