Consumer complaint received 2025-01-09 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: IL

Complaint narrative:
I am writing to file a formal complaint against my mortgage servicer for their failure to provide clear communication, their use of repeated automated phone calls, and their unwillingness to give me an opportunity to speak to a live representative about my account. My situation is as follows : 1. Repeated Automated Calls and Lack of Live Assistance I receive daily calls from my mortgage servicer stating that there is an unspecified issue with my mortgage.

Upon returning these calls, the automated system only repeats generalized account information. It is effectively impossible to reach a live person to clarify the nature of the alleged issue.

I was finally connected with a representative after a long wait ( approximately 16 minutes ), who only gave me two options : 1. Promise to Pay implying I must commit to a payment to avoid daily calls.

2. Sign a No Solicitation document a measure that does not address the root problem of resolving my accounts status.

2. Account Status and Payment Concerns My payment due date has not yet arrived ( I have until the XXXX of this month to make my payment ). 
Despite this, the mortgage servicers approach suggests that I am delinquent, demanding a promise to pay before the due date has even passed. 
When I attempt to proactively resolve any issues by paying or discussing my concerns, I am repeatedly met with automated prompts instead of receiving clear information or assistance. 
XXXX. Potential Violations of Consumer Protection Laws Under Regulation X of the Real Estate Settlement Procedures Act ( RESPA ), mortgage servicers are required to maintain policies and procedures that facilitate prompt, clear, and effective communication with borrowers. 
Harassing or excessively frequent calls may fall under violations of federal consumer protection laws, such as the Fair Debt Collection Practices Act ( FDCPA ), though whether this applies can depend on whether the servicer is acting as a debt collector.

Further, Regulation Z ( Truth in Lending Act ) and other CFPB mortgage servicing rules emphasize the need for servicers to provide clear and timely information about the borrowers account status, payments, and any options to cure or discuss an alleged delinquency.

4. Impact on Me as a Consumer The stress and confusion caused by daily callsespecially when I can not reach a live agenthas caused significant inconvenience and concern. 
The servicers refusal to give a clear explanation or allow me to remedy any potential account issue is both alarming and appears designed to pressure me into making a payment promise before the actual due date. 
I believe this communication strategy undermines my ability to manage my finances responsibly and violates the spirit of clear and fair communication required by law.

5. Desired Resolution I respectfully request that the CFPB investigate this matter to ensure the mortgage servicer complies with all relevant servicing requirements, including clear and accessible communication channels for borrowers. 
I request that they cease daily automated calls unless there is a legitimate and immediate need to discuss my account status. 
I further ask that I be provided with a consistent and reliable way to speak to a representative who can explain any issues with my account and outline solutions if needed. 

Conclusion I am committed to meeting my mortgage obligations, and I find it troubling that my servicer is making it so difficult to address what they describe as an issue. I believe these practices may violate consumer protection regulations, and I trust the CFPB will review my complaint with the seriousness it deserves.

Thank you for your attention to this matter. I look forward to your response and any action you deem appropriate.

Company response to consumer: Closed with explanation