Consumer complaint received 2025-12-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
Company : Mr. Cooper Issue Date : XX/XX/year> Issue : Servicing misconduct, RESPA violations, FDCPA-related behavior, improper fees, UDAAP concerns, refusal to escalate, privacy concerns SUMMARY OF THE PROBLEM On XX/XX/year>, I contacted Mr. Cooper through their online chat to request documentation and clarification for a {$1200.00} Lenders Expense fee. Instead of assisting me, the representatives conduct raised serious concerns under RESPA, Regulation X, FDCPA, UDAAP, and consumer-privacy standards. 

DETAILED DESCRIPTION The representative identified herself only as XXXX and refused multiple requests to provide her : full legal name job title employee identification number She admitted in writing that Mr. Cooper acts as a debt collector and anything we discuss can be used for that purpose, yet still refused to follow FDCPA transparency requirements.

When I asked for documentation of the {$1200.00} charge, she : repeatedly deflected pressured me to disclose personal hardship information brought up unrelated payment details told me to go through my statements instead of providing documentation refused to process my written RESPA Request for Information ( RFI ) attempted to reroute me to an email address refused multiple direct requests for a supervisor used an internal 72-business-hour policy as a stall tactic to avoid escalation Her conduct actively prevented me from obtaining required account information.

I POSSESS THE FULL TRANSCRIPT I saved the complete written transcript, which documents : her refusal to identify herself her admission of debt-collector role her refusal to escalate her attempts to mislead and delay her pressure to discuss personal hardship her failure to provide any documentation for the fee I am prepared to provide this transcript to the CFPB.

LACK OF TRUST / PRIVACY CONCERNS Because the representative refused to identify herself beyond a first name and acted in an aggressive, evasive manner, I did not feel safe providing any personal or financial information.

Her conduct created a significant privacy and security concern, especially given her claim that the company acts as a debt collector.

No consumer should ever be put in a position where they feel unsafe or unable to trust a mortgage servicer representative.

REGULATORY CONCERNS 1. RESPA / Regulation X Violations Failure to acknowledge or process a written RFI Failure to provide documentation for a fee Improper redirection instead of compliance 2. FDCPA & Debt-Collection Concerns Representative admitted debt-collector status Refused required identification Engaged in coercive or misleading communication 3. UDAAP ( Unfair, Deceptive, Abusive Acts or Practices ) Obstruction of escalation Misleading stall tactics Disrespectful and abusive communication tone 4. Improper Handling of Escalation Multiple supervisor requests denied Use of internal policy to avoid accountability 5. Undocumented Fee Company has still not provided an explanation or invoice for the {$1200.00} charge REQUESTED RESOLUTION I request that the CFPB require Mr. Cooper to : Conduct a full investigation into XXXX  conduct Provide a complete copy of the chat transcript from their system Provide the representatives full legal name, role, and employee ID Explain why supervisor escalation was denied Provide full documentation of the {$1200.00} fee : Vendor Service performed Date Invoice Correct any servicing errors Ensure compliance with RESPA, FDCPA, UDAAP, and Regulation X Implement disciplinary action or retraining if appropriate Ensure this type of conduct does not occur again CONCLUSION The representatives actions on XX/XX/year> show serious servicing failures, compliance issues, and potential regulatory violations. I request the CFPBs assistance to ensure transparency, proper documentation, and corrective action.

Company response to consumer: Closed with explanation