Consumer complaint received 2026-01-30 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: LA

Complaint narrative:
I am submitting this complaint regarding serious servicing errors, inconsistent accounting, and procedural deficiencies by my mortgage servicer, Mr. Cooper ( Nationstar Mortgage LLC ), related

to loss mitigation review, escrow administration, and foreclosure-related determinations on my loan. Despite my cooperation and compliance with loss mitigation requirements, the servicer has issued conclusions that are not supported by its own transaction history and has failed to properly reconcile escrow advances, reversals, late-fee waivers, and payment application irregularities. Key issues include : 1. Failure to Properly Account for Escrow Advances and Reversals The transaction history provided by Mr. Cooper shows repeated escrow advances ( hazard insurance, flood insurance, city taxes ), followed by reversals, reapplications, and suspense adjustments. These fluctuations materially impact my unpaid principal balance, escrow balance, and affordability calculations, yet no clear reconciliation or explanation was provided in the loss mitigation determination.


2. Inconsistent Application of Payments and Suspense Handling The records show trial plan payments, partial payments, reversals, suspense adjustments, and unapplied funds that directly affect delinquency status. These discrepancies were not addressed in the servicers evaluation or conclusions. 3. Late Fee Assessments and Waivers Used Inconsistently Late charges appear repeatedly, followed by waivers, then reappear later. These actions affect payment history and affordability determinations but were not transparently explained or reconciled. 4. Invalidation or Disregard of Prior Correspondence and Submissions The servicers conclusions do not acknowledge or reconcile prior written submissions and documentation previously provided. There is no explanation as to why earlier correspondence was deemed insufficient or disregarded. 5. Procedural Deficiencies in Loss Mitigation Review While a Flex Modification Trial Plan was approved, the servicer simultaneously issued conclusions that rely on unresolved accounting inconsistencies. The decision-making process lacks transparency and appears inconsistent with Fannie Mae servicing requirements and RESPA obligations . I am requesting that the CFPB require Mr. Cooper to : Conduct a full and documented escrow and payment reconciliation Correct any servicing errors affecting balances and affordability calculations Acknowledge and address prior correspondence and submissions Confirm that foreclosure activity is fully paused while errors are under review Provide a clear written explanation of how all figures used in the loss mitigation review were calculated I am acting in good faith and seeking clarity, accuracy, and compliance with applicable servicing standards.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation