Consumer complaint received 2025-10-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
CFPB COMPLAINT - REQUEST TO REFER TO CLOSED CASE # XXXX Complainant : XXXX XXXX XXXX XXXX : XXXX Servicer : Mr. Cooper ( Nationstar Mortgage LLC ) Date : XX/XX/XXXX SUMMARY I'm requesting CFPB consider my previous complaint ( # XXXX ) due to new violations occurring on XX/XX/XXXX - the same day the original complaint was closed. Mr. Cooper 's written response to my complaint repeats the exact violation they acknowledged committing, demonstrating systemic non-compliance rather than an isolated error.

Core Issue : Mr. Cooper determined I'm eligible for forbearance but refuses to provide written forbearance terms, continues using prohibited lump sum language, and requires verbal communication despite acknowledging that phone misinformation caused the original violation. 

TIMELINE XX/XX/XXXX - Submitted complete Mortgage Assistance Application, Hardship Affidavit, and financial documentation for family medical hardship XX/XX/XXXX - Mr. Cooper representative falsely stated lump sum repayment required after forbearance ; filed CFPB complaint same day XX/XX/XXXX - Mr. Cooper determined loan eligible for forbearance XX/XX/XXXX - Mr. Cooper 's letter acknowledges XXXX error BUT repeats same prohibited language in writing and still provides no actual forbearance terms SPECIFIC VIOLATIONS IN MR. COOPER 'S XX/XX/XXXX LETTER 1. REPEATED LUMP SUM LANGUAGE ( Direct FHA Violation ) Mr. Cooper states : " the total delinquency will be due once the Forbearance Plan agreement has ended '' XXXX  XXXX XXXX XXXX, Section XXXX explicitly prohibits this : " The Mortgagee may not require the Borrower to make a lump sum payment of the forbearance amount upon expiration of the Forbearance Plan. '' Critical Problem : This is the SAME language Mr. Cooper acknowledged as an error on XX/XX/XXXX. They admitted their representative misinformed me about lump sum requirements - then put the same prohibited language in their written response acknowledging the error. 
Mr. Cooper violated federal law twice in 3 days - once verbally ( XXXX ), once in writing ( XXXX ). 

2. VERBAL-ONLY REQUIREMENT ( No Regulatory Basis ) Mr. Cooper requires a " verbal questionnaire '' before providing forbearance, despite : No FHA regulation requiring verbal communication for forbearance ( XXXX XXXXXXXX allows written processing ; XXXX XXXXXXXX interview requirements apply to borrowers in default, not current borrowers requesting proactive forbearance ) Their own admission phone communication led to violations ( XXXX error ) Complete written documentation already provided : XXXX, Hardship Affidavit, Affordability Statement, multiple written forbearance requests My established written communication preference due to documented phone misinformation Question : What does Mr. Cooper do for borrowers with XXXX who can not do phone calls? This verbal-only requirement creates improper barriers to federally-mandated relief.

3. MISLEADING CREDIT REPORTING THREATS Mr. Cooper states forbearance " will negatively impact your credit, as we will continue to report any defaults '' Problems : I am currently CURRENT - there are no " defaults '' to report This language discourages eligible borrowers from seeking federally-mandated relief Standard practice : forbearance participation while current is not reported as derogatory 4. NO WRITTEN FORBEARANCE TERMS PROVIDED Mr. Cooper determined I'm eligible ( XX/XX/XXXX ) and acknowledged this in writing ( XX/XX/XXXX ), but provides : No forbearance agreement terms No start/end dates No payment amount during forbearance No post-forbearance options explanation No confirmation that lump sum is NOT required How can I accept forbearance without knowing the terms? 

WHY THIS IS A PATTERN, NOT AN ISOLATED ERROR Mr. Cooper acknowledged the XXXX error, then immediately repeated it in the letter acknowledging the error. This suggests : -Non-compliant letter templates containing language that violates XXXX XXXX -Staff unfamiliar with FHA forbearance requirements and lump sum prohibition -Systematic practice of creating barriers to forbearance rather than facilitating it This is exactly why regulatory oversight is necessary. 

MY HARDSHIP IS LEGITIMATE AND DOCUMENTED Family medical hardship requiring ongoing caregiving responsibilities Submitted Hardship Affidavit ( signed under penalty of perjury ), written explanation, complete financial documentation This is exactly what FHA forbearance is designed for - temporary relief during documented hardship WHAT I'M REQUESTING IMMEDIATE ACTION : Require Mr. Cooper to provide written, FHA-compliant forbearance terms within XXXX business days via email, including : XXXX forbearance period ( or XXXX with simple extension process ) -Clear confirmation lump sum is NOT required per ML XXXX -Written confirmation of FHA Partial Claim as first post-forbearance option -Accurate credit reporting information ( not threats ) -All terms in writing ; written acceptance accepted INVESTIGATION : Investigate whether Mr. Cooper has systemic issues : -Non-compliant communication templates -Staff training deficiencies on XXXX XXXX -Pattern of creating barriers to federally-mandated relief CORRECTIVE ACTION : Require Mr. Cooper to : -Remove lump sum language from all borrower communications -Accept written communication for forbearance processing XXXXXXXX XXXX  on XXXX  XXXX options and lump sum prohibition -Provide written forbearance terms upon eligibility determination ENFORCEMENT : Consider appropriate remedies for : -Repeating violation after CFPB complaint filed -Repeating violation in the response to CFPB complaint -RESPA violation ( failure to correct acknowledged error ) -Pattern suggesting systematic non-compliance MY POSITION I am ready to accept forbearance immediately upon receiving proper written terms.

I can provide written acceptance
within 48 hours of receiving clear forbearance terms via email. I've provided all necessary documentation. This should be straightforward.

I am not refusing to communicate, I prefer written communication because : -Mr. Cooper acknowledged that phone misinformation caused the XXXX violation -Written communication creates accountability and clear records -FHA regulations allow written forbearance processing CONCLUSION Mr. Cooper determined I'm eligible for forbearance, acknowledged providing false information on XXXX, then repeated the same violation in writing on XXXX. They refuse to provide actual forbearance terms despite the eligibility determination. 
This is not a one-time mistake. This is a pattern of systemic violations continuing after CFPB involvement. 

I am a currently-performing borrower with documented hardship seeking federally-mandated relief. Mr. Cooper 's refusal to provide written forbearance terms violates federal regulations and creates improper barriers to loss mitigation. 

DETAILED ANALYSIS ATTACHED : See my XX/XX/XXXX, response letter to Mr. Cooper ( attached ) for a comprehensive legal analysis of each violation with specific regulatory citations. 


I declare under penalty of perjury that the foregoing is true and correct. 

XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation