Consumer complaint received 2025-03-01 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:
To Whom This XXXX Concern : On XX/XX/XXXX I was approved for a loan modification with Mr. Cooper dba Nationstar. I am currently approved as successor in interest. 

The title and deed to the property is in my name as sole owner. Prior to XXXX the deed was in my name and my XXXX Husbands name. He signed quit claim deed. The loan on the property is in my Ex-Husbands name only. I filled out the loss mitigation form in my name with my social security number and my financial information. This loss mitigation form with my information was approved by Mr. Cooper for a flex modification. 

In XXXX I submitted all proper identification, forms, divorce decree, and quit claim deed with XXXX XXXX. I then received my approval as successor in interest. XXXX XXXX sold my loan to Mr. Cooper XXXX Nationstar around XXXX. In the past 4 months Mr. Cooper has stopped sending any mail addressed in my name as successor in interest. A Mr. Cooper employee stated that my successor in interest approval had expired and that foreclosure was filed a day after my loss mitigation form that was approved was submitted. I sent in the quit claim deed to Mr. Cooper in early XXXX and a confirmation email was sent back. I was already approved by XXXX and all documents pertaining to this was given to Mr. Cooper. 

Due to a job loss in XXXX of XXXX I became behind on my mortgage payments. I was even advised not to make my XXXX late mortgage payment by a Mr. Cooper representative twice when calling to make a payment in XXXX of XXXX. The employee stated that I should fill out a deferral form instead and if I made my mortgage payment then I would not be eligible for the deferral. After doing this my mortgage became 3 months late and they would not accept payment unless it was for XXXX full months at once. From this point several Mr. Cooper representatives entered incorrect information on my behalf on my loss mitigation application multiple times causing a denial. They refused to email me a copy of what they had sent in. This consisted of entering my income as XXXX knowing I would be denied when I clearly stated {$4200.00} a month plus in income. 

Once I contacted an Attorney and advised them via email to do the right thing I then was approved. 
From the date of approval I spoke with a number of Mr. Cooper employees and reminded them that the loan modification papers would need to contain my name on the signature line. I was told by employees that this would not be an issue. I was told this had been notated it in the computer. I have recorded all calls with each employee with this information, representatives names, and employee numbers to document during this experience. Twice I was sent final loan documents that did not include my name and told I would need to have the original borrower sign. I was also told these papers did not have to be notorized. Any type of loan modification paperwork does in fact have to be notorized. The loan modification packet sent to me does not contain the proper verbiage of that of a Fannie Mae loan modification. The verbiage contains multiple paragraphs about accelerating the loan if interest or title on the property is changed and does not specify if this is prior to the loan mod or after. Several paragraphs violate the RESPA and other XXXX XXXX XXXX practices. 

On XX/XX/XXXX I was told by a Mr. Cooper representative that they would not be sending loan modification paperwork with my name on the signature line. They could only send the documents with the original borrowers name only. This is after 2 months of being told by Mr. Cooper representatives and led to believe that the final docs are being corrected, finalized, and sent out. The last set of incorrect loan docs requires that I send them in by XX/XX/XXXX or I will not be eligible for the loan modification. I was never offered the ability to assume the loan. I have made all XXXX trial payments and now a XXXX on time. This shows I am fully capable of satisfying the new monthly mortgage payment assigned. 

I also have a domestic XXXX restraining order against my former XXXX and Mr. Cooper continues to be in contact with him putting me in a dangerous position. In XXXX of XXXX my XXXX XXXX contacted Mr. Cooper and inquired about illegally cashing out my equity. Several times my XXXX XXXX logged into my online acct with Mr. Cooper changing the mailing address, phone number and email. He also used online chat and keyed in cash out equity. In XX/XX/XXXX I received a call from my Ex-Husband meant to intimidate and harass me where he said he spoke with Mr. Cooper. Then stated they would be auctioning off my home in the next week. My Ex-Husband offered to pay the funds owed if I added him back onto the Deed. I refused. On XX/XX/XXXX I received a threatening phone call from my XXXX XXXX where he referenced more information regarding my loan modification and stated I would be thrown out into XXXX XXXX. 

XXXX formally lodging this complaint to expose the violations and predatory lending practices of Mr. Cooper dba Nationstar Im experiencing as a XXXX during a hardship. I have all supporting documents upon request. 





Respectfully,

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation