Consumer complaint received 2025-08-10 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: TN

Complaint narrative:
Formal Complaint Against Mr. Cooper Regarding Mortgage Servicing Misconduct To the Consumer Financial Protection Bureau, I am writing to file a formal complaint against Mr. Cooper, the mortgage servicer for my home loan, regarding their egregious mishandling of my mortgage account, which has resulted in unnecessary distress and financial harm to my family. I previously submitted a complaint, but in their response, Mr. Cooper failed to address their failure to call us back when payoff information was requested and the fact that their customer service reps lied. 

Below, I outline the sequence of events and the specific grievances I have against Mr. Cooper : Upon the transfer of my home loan servicing from XXXX XXXX to Mr. Cooper in XX/XX/XXXX, Mr. Cooper discontinued our automatic payments without obtaining our consent, further complicating our ability to manage the account. They were also sending all payment information to the wrong address. The only reason we found out this loan was not being paid was because of a hand-delivered letter to our old address that our old neighbor made us aware of. 

Despite our repeated attempts to rectify the situation and bring the loan current, Mr. Cooper failed to provide us with the necessary information to make payments and failed to fulfill their promises to contact us with the required payment amounts. 

After finding out they had turned off our automatic payments without our consent, on XX/XX/XXXX, we called in to make a payment and were told that a representative would contact us back with the payment information. They never called us back. Instead of fulfilling their promise, they initiated foreclosure proceedings. 

We again called on XX/XX/XXXX, and once more, a representative stated they did not know the amount required to bring the loan current. They promised to contact us back, but once again failed to do so. 

On XX/XX/XXXX, I called again. The representative again stated they did not know the payment amount and promised to call back. 

Finally, on XX/XX/XXXX, they contacted us back. We made a payment the same day to bring the loan current, which included attorney fees, totaling {$5700.00} which included unjustified Attorney Fees. 

The loan was sent to an attorney 's office after we were in contact with Mr. Cooper, actively attempting to bring the loan current, and despite their repeated failures to provide the payoff amount and instructions. Mr. Cooper imposed attorney fees totaling {$510.00} and {$680.00} without providing documentation or justification for the services rendered. This lack of transparency raises serious concerns regarding the legitimacy of these charges. They do not have any documentation about the services the attorneys provided. 

Despite our genuine efforts to make payments and resolve the delinquency, Mr. Cooper initiated foreclosure proceedings on our home loan. This action disregarded our active communication and attempts to rectify the situation and unnecessarily subjected us to the threat of losing our home. A customer service representative previously told us they would not move us into foreclosure, which was a promise they failed to keep. This constitutes a direct violation of their duty to engage in a good faith loss mitigation process. 

Throughout this ordeal, Mr. Cooper demonstrated a lack of accountability and professionalism, as evidenced by their failure to coordinate internal communications and provide timely and accurate information to borrowers. We emailed Mr. Cooper two times about this loan being reported to the credit bureaus and also about the attorney fees. Their automated response stated they would be back to us in 5-7 business days, which they did not respond within that timeframe. 

In light of the above grievances, I respectfully request that the Consumer Financial Protection Bureau thoroughly investigate the actions of Mr. Cooper and take appropriate measures to hold them accountable for their misconduct. I urge the Bureau to ensure that Mr. Cooper provides restitution for any financial harm incurred as a result of their negligence and unjust practices, including the removal of improper fees and the correction of credit reporting. 

We also request to be reimbursed for the attorneys fees due to their misleading communication and lack of follow up. 

Thank you for your assistance in this urgent matter.

Company response to consumer: Closed with explanation