Consumer complaint received 2025-08-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
First- I am on a process of a mortgage loan modification with Mr Cooper XXXX 
On XX/XX/XXXX I had a notary sent to my house by my mortgage lender ( Mr. Cooper ) to have my loan modification documents signed and notarized. When notary was at my house, I called Mr Cooper to make sure she was the one sent to meet me and if notary was supposed to take my loan papers with her to be mailed to them. They confirmed it was correct. Notary took my documents in her possession to send them to Mr Cooper by XXXX. She had all paper work and XXXX envelope under her care when she left my house. On XX/XX/XXXX she called me saying she couldnt track document with XXXX, for me to contact Mr Cooper. I did and they couldnt find a tracking number with XXXX or my documents that were supposely mailed by notary. I requested a call with Mr Cooper agent, notary and I in the line, notary was not sure if she mailed it next day after it was signed but said she believed so and envelope was dropped of in a XXXX box close to her work office. She provided address of the XXXX drop of box. 
Mr Cooper agent said she would escalate this issue to management and sent me an email with new loan modification document to be signed. 
I never heard back from Mr Cooper about my lost loan paperwork that has all my personal and loan information. I called multiple times about this issue and no one tells me anything about it and if they are investigating. 
my lost signed documents are out there somewhere. 

Second- After I mailed a second set of loan modification papers on XX/XX/XXXX, it took them another 10 days to confirm they received it. I called almost daily to check on status of my papers because NO UPDATE OF MY LOAN MODIFICATION HAS BEEN POSTED IN MY ACCOUNT SINCE XX/XX/XXXX. 
I was supposed to make first payment for this modification on XX/XX/XXXX ( according to the papers I signed ) but Mr Cooper has not provided me with confirmation that modification was finalized by them neither has posted any notification under my account. I made a partial payment this month because Im not even sure my modification went through.

Meanwhile I keep receiving notification posted under my account ( interesting that no loan modification update posted ) that I am late with my payments after forbearance ended this month and I am getting to be reported to the credit beaureau. I was supposed to have my loan modification done by now and new payment posted under my account but there is nothing. I called multiple times, It is always different agents, I can never reach my loan specialist and I keep getting mixed and unreliable information. I requested something in writing to be sent to me about account/loan modification status, but I was denied that. i recorded some of these calls made to them.

I can not trust their process because they lost my documents, I have no updates under my account about my loan modification after I signed it and my account is in default.

I am concerned that they might have lost the second set of papers and are not telling me.

I need an answer and written confirmation from them, not verbal, that they are in possession of my loan modification paperwork and a time frame it will be done.

I do not want to loose my house because of their lack of ethics and professionalism.

A company with good ethics and trustworthy should keep client account updated with every step of process, confirmation of document received, document under review, and give client a deadline for this review It is unacceptable that I have to be calling daily and get mixed information on the phone by different agents. I still have no answer about my loan modification

Company response to consumer: Closed with explanation