Consumer complaint received 2020-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
My current mortgage is with Mr Cooper. I am in the process of refinancing with another entity which about to be closed soon. This lending institution told me to stop paying the mortgage and to end any and all conversations with Mr Cooper. My first problem is that I requested a payoff quote from Mr Cooper over two months ago through my supposed dedicated account representative. I never got any response from him and never received a payoff quote. 

Most importantly, my second problem is that Mr Cooper hired a local real estate agent from XXXX County PA to come take pictures of my home. She was at my home on 3 separate occasions. The first time I let her do what she said she needed to do. 

The second visit, the same woman appeared in my driveway on my personal property unannounced. She immediately got out of her vehicle and started walking around my house taking pictures. My XXXX year old son and XXXX year old daughter were in the yard playing at the time and she was taking pictures with them in the pictures. I demanded that she leave immediately and told her I would call the police if she returned. As she was leaving, she began to scream out her car window that I was going to lose my house and my kids would have no home. My XXXX children heard all of this and were upset all night long. One friend was also present and heard witnessed this entire incident. I contacted Mr Cooper and told a representative about this woman and I was told it would not happen again and the woman would be contacted. 

On XX/XX/2020, this woman appeared again. Her and another woman were in a car that stopped on the street directly in front of my home. The driver ( a second unknown woman ) got out of her car and waved to my children who were playing in the yard. She walked around to the passenger side and the passenger then walked to the driver 's side and got in. After a few minutes they drove away. My XXXX year old son informed me that the woman was taking pictures of him and his XXXX year old sister. 

About an hour later ( XXXX XXXX  ) this same car returned and stopped in front of my driveway. I witnessed her taking photos while me, my XXXX kids and several friends were standing in front of my garage. I began to walk toward her car and she kept pointing to the road and telling me I could do nothing about it. I kept walking toward her car and said I was going to call the police on her if she didn't leave. She then began to yell out her car window that she researched my name and found out I was a XXXX XXXX and was on the XXXX 's List. She even made comments about getting my kids taken away. My friends in the driveway all heard her screaming out the window and so did my XXXX kids. She continued to do this as she drove slowly away down the road. I was not able to get her license plate number since she made sure to drive away before I could read it. I waited for over 30 minutes watching to see if she would drive past again but she never returned that I saw. 

I contacted the local XXXX XXXX police department on Sunday XX/XX/2020 to file a police report on this woman and to file charges against her. Officer XXXX took down the information and said he would be in contact with Mr Cooper to find out who this woman is and to potentially file an arrest warrant. If Mr Cooper will not release this woman 's name, Officer XXXX is ready to get a warrant to have the name released. 

On XX/XX/2020, I contacted Mr Cooper to see if they would give me the name of this woman contractor so I could give it to the police. The person I spoke to said he could not release that name to me. He did however say he was going to message their property claim department and inform them of the incident. I told him that I filed charges against this woman and that I would be including Mr Cooper in the criminal complaint since they had been told of this woman 's actions once before and promised she would not be allowed to return. Since they again to chose to ignore that complaint and sent her to my home again, I am holding them criminal responsible for putting my children in danger once again. This woman is not only totally unprofessional but she definitely crossed the line of harassment, vulgarity and terroristic threats toward me and my XXXX children. Taking unauthorized pictures of underage children is a crime and she will have charges filed against her. 

I will also be hiring an attorney to file a civil lawsuit against Mr Cooper for hiring this woman to come to my property a third time after a complaint was filed against her prior to this visit. Since Mr Cooper chose to hire her again while ignoring her past performance and un-professionalism, Mr Cooper is liable for the pain and anguish they caused me, my family and friends and especially my XXXX children. They are not only criminally responsible for endangering these XXXX children but they are also responsible for the actions of this Mr Cooper representative. Mr Cooper chose not to abide by their promise to not send this woman to my house again but by sending her the third time, they may very well be criminally negligent. I will be pursuing criminal and civil penalties against Mr Cooper in the near future. 

Finally, Mr Cooper is also attempting to foreclose on my property even though President Trump has put a hold on all foreclosures.

Company response to consumer: Closed with explanation