Consumer complaint received 2025-06-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I've experienced a pattern of reckless, inconsistent, unethical and potentially unlawful mortgage servicing practices by Mr. Cooper following the transfer of my mortgage account from XXXX XXXX  in XX/XX/XXXX. Upon transfer, I had an active 6-month forbearance agreement with XXXX ( set to end XX/XX/XXXX ), which I was assured would remain intact. However, since the transfer, Ive experienced repeated issues that raise serious concerns about Mr. Coopers compliance, internal oversight, and consumer protections.

1. Incompetence and misinformation from staff It is nearly impossible to speak with a qualified call center rep. When I do reach someone, agents give contradictory and unreliable details, even regarding time-sensitive or legally critical issues on my account.

2. Improper Billing During Forbearance Despite being under a forbearance agreement, I was charged late fees, which directly contradicts the terms of my agreement and constitutes a potential violation of RESPA and CARES Act protections.

3. Deferral and Loan Modification discrepancies Around XXXX, I was told by an agent ( and through the IVR system ) that I was eligible for a deferral. When I declined their loan modification ( which they offered in XXXX ) and opted for the deferral instead, a new agent told me a different process was required, contradicting earlier assurances. I was told on at least 2 occasions not to make payments to avoid disrupting this process, and potentially causing the pre-approval to be denied. Then, my mortgage was reported as delinquent to credit bureaus on XX/XX/XXXX. 

4. Mysterious Forbearance Cancellation In XXXX an agent told me that my forbearance had been canceled early without my consent. When I requested escalation, the manager ( XXXX XXXX XXXX called and hung up before I could pick up the phone on 3 different occasions. Intentionally avoiding speaking with me and not leaving voicemails. Even worse, the manager called from a phone number that does NOT accept incoming calls - that way, I couldn't return her call. I was later told by another agent that the manager made notes on my account stating that there was no early forbearance cancellation. But I was refused written confirmation of this, making it impossible to verify their claims. 

5. Barriers to Payment In XXXX, I attempted to make a partial payment via their IVR system using my debit card ( as I had done monthly during the forbearance ). But this time, the system wouldn't allow me to make the payment by phone. It routed me to an agent who claimed my account settings were altered due to the loan modification offer that was pending at the time. The two matters are unrelated and should not affect each other. Yet, as a result of this adjustment, I was told I could only pay by bank account and routing number over the phone - a highly concerning policy that I believe may violate consumer protections on secure handling of sensitive PII.

6. Conflicting Deferral Notices In early XXXX, I received approval for the deferral plan and was told I had until XX/XX/XXXX to accept it. Yet days later, I received another notice stating I was denied the deferral, citing failure to complete a QRPC ( Quality Right Party Contact ) though no such questions or outreach were ever made. This is a clear contradiction and suggests fabricated denial reasoning. When I called today about the contradictory notices, again, the rep gave arbitrary explanations about how another agent must have created a 'duplicate ' booking ( request ) for the deferral to be processed. And that once the duplicate was canceled, it subsequently triggered the denial letter - which doesn't make sense, along with her explanations about ( both ) the approval and denial letter 's language. She was obviously unfamiliar with these documents, was ill-equipped to answer my questions about them and was making up definitions on the fly. This is a consistent pattern with the call center reps.

7. Lack of Transparency Despite multiple requests, Ive been unable to obtain written documentation c
onfirming my forbearance status / history, or a detailed transaction history, including escrow payments and balance adjustments. Being forced to rely on inconsistent verbal statements for something as significant as a mortgage is completely unacceptable and reeks of dereliction of duty.

Company response to consumer: Closed with explanation