Consumer complaint received 2025-08-27 00:00:00
Product: Mortgage — VA 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: MD

Complaint narrative:
I was alerted about a foreclosure date by my XXXX  home loan XXXX previously, I was never served or alerted by XXXX. The XXXX  was able to get the sale date postponed for a loan modification. I requested the loan modification through Rushmore and less that XXXX hours later I was told my only option was an increase in my interest rate from 3.75 % to 7.25 % with my month mortgage going from XXXX a month to $ XXXX. I expressed concern that the VA was not even aware of this and I wanted to reach out to them and also obtain information that had continually been denied to me in the past in relation to my mortgage information. So I sent through certified mail a QWR on XX/XX/XXXX and the letter was received by the company on XX/XX/XXXX. The official QWR request included information about my property and loan number and I requested a Full Foreclosure Case Record Please provide all relevant documentation, including but not limited to : Foreclosure notices, Court filings and judgments, Order to docket to include the date I was served, Correspondence between your office and the court or legal representatives, Records of any mediation or settlement conferences, Preliminary/final loss mitigation affidavit, and any reinstatement or payoff figures provided. Additionally, I requested a complete history of the loan ownership transfers to include all dates of transfers as well as any additional correspondence with the Veteran 's Administration started from the original loan. My loan has been sold at least 4 times that I am aware of and at the time, the XXXX  did not even list XXXX as the current loan servicer. 

On the same day I sent the QWR through certified mail, I logged into their website and opened a ticket. I stated that I sent this information to them through certified mail so they were aware. They responded the same day acknowledging receipt of the message and assigned me a ticket # XXXX. Then later that same day they responded that they had noted my account with this information. I never received confirmation that they received the certified mail QWR and I also never received any of the information requested. I followed up multiple times about the information request and was told they were looking into it and one time I was told to contact XXXX 's personal attorney if I wanted that information. I spoke at length to XXXX yesterday XX/XX/XXXX ( my assigned loan officer ) and was told they have no record of that request and I was refused any of the info requested. I was told they would not give me this information so close to the sale date. I was also told that because I was past due on my mortgage, that XXXX did not have to follow any of the VA guidelines related to loan modifications like reviews and restricting max interest rate increases, etc. I brought up the program that was approved in XXXX ( replacing previously cancelled XXXX program ) that was an option for loan modification and asked why that was not an option and was told 'we only heard about that in the news. '' I am filing this complaint because I have been continually denied all information related to my mortgage account. And despite sending a QWR through certified mail, which I have all receipts from, they refuse to acknowledge that they received it. This is also despite the message communication to me while logged into my account that assigned a ticket number as well as the message stating that this was all noted on my account.

Company response to consumer: Closed with explanation