Consumer complaint received 2026-01-29 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: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau I am submitting this formal complaint against Mr. Cooper, powered by Rocket Mortgage, for discriminatory mortgage servicing practices that I believe constitute unfair treatment based on my health condition ( XXXX ) and race, in violation of federal consumer protection and fair lending laws. 

Borrower Name : XXXX XXXX Mortgage Servicer : Mr. Cooper ( Powered by Rocket Mortgage ) Property Location : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Mailing Address : P.O Box XXXX, XXXX XXXX, CA XXXX Phone Number : XXXX Loan # XXXX Protected Status and Background In XX/XX/XXXX, I entered mortgage forbearance due to a severe health condition that significantly impacted my ability to maintain employment. This condition qualifies as a protected XXXX under applicable federal law. 

In addition, my property is located in XXXX XXXX XXXX, which was affected by XXXX wildfires, entitling me to disaster-related forbearance protections that were extended through XX/XX/XXXX. 

Throughout this period, I complied with all servicer instructions and maintained consistent communication with Mr. Cooper. 

XX/XX/XXXX Reliance on Servicer Instructions Mr. Cooper instructed me to contact them on XX/XX/XXXX to cancel all active forbearance plans and initiate a loan modification and/or payment deferment, as I was unable to reinstate the past-due balance in full. 

On that date, on a recorded call, I was explicitly informed that : All prior forbearance plans had been canceled A loan modification/payment deferment request was opened No additional documentation was required from me A decision timeline of approximately 30 days applied I relied on these representations and contacted Mr. Cooper multiple XXXX per week to ensure compliance. I was consistently told that my application was pending review and that no further action was required from me. 

XXXX and XXXX XXXX Despite my compliance, Mr. Cooper repeatedly failed to properly close prior forbearance evaluations, creating internal conflicts that blocked my modification request for nearly 60 days. 

Key confirmations include : XX/XX/XXXX : XXXX Case # XXXX XX/XX/XXXX : XXXX confirmed prior evaluation # XXXX was still pending and blocking my request XX/XX/XXXX : XXXX confirmed both the unresolved prior evaluation and an active modification request opened XX/XX/XXXX ( # XXXX ) XX/XX/XXXX : XXXX XXXX confirmed a request to close all evaluations ( # XXXX, # XXXX, # XXXX ) due to servicer error Despite clear internal acknowledgment of servicer fault, my account was not corrected in a timely manner. 

Based on these facts, I believe I was subjected to unequal and discriminatory treatment, particularly given : My repeated disclosure of a serious health condition My reliance on XXXX disaster protections The servicers failure to provide reasonable accommodation or timely resolution Treatment inconsistent with standard servicing timelines for similarly situated borrowers Improper and Harmful Credit Reporting While I was under active forbearance and XXXX XXXX, and despite being informed that I was protected from negative credit reporting, Mr. Cooper and XXXX XXXX  reported my loan as XXXX  days delinquent to all major credit bureaus. 

This reporting occurred while unresolved internal evaluationsacknowledged as servicer errorswere still open, resulting in disproportionate financial harm to me as a borrower with a protected XXXX. 

Basis for Discrimination Concern The cumulative pattern of mismanagement, misrepresentation, prolonged delays, and punitive credit reportingdespite my complianceraises serious concerns of discriminatory mortgage servicing practices based on health status and race, contrary to : Fair lending principles XXXX accommodation requirements Federal consumer protection standards

Company response to consumer: Closed with explanation