Consumer complaint received 2025-03-26 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: NC

Complaint narrative:
Dear Consumer Financial Protection Bureau : I am writing to file a formal complaint against Mr. Cooper ( formerly Nationstar Mortgage ) for the unauthorized disclosure of my confidential mortgage account information to my ex-spouse, XXXX XXXX XXXX, who is not a borrower on the mortgage loan. This disclosure occurred even after the mortgage associated with the property was surrendered in bankruptcy in XX/XX/XXXX. 

My mortgage loan was with XXXX XXXX but transferred to Mr. Cooper in XX/XX/XXXX, and was associated with the property located at : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX My ex-spouse, XXXX XXXX XXXX, and I were previously married but are now divorced. The divorce decree, finalized on XX/XX/XXXX, stated that there was no claim for equitable distribution in the divorce. 

In XX/XX/XXXX, I filed for XXXX, XXXX  XXXX, and the aforementioned mortgage on the property located at XXXX XXXX XXXX, XXXX XXXX  XXXX, was surrendered as part of the XXXX  proceedings. This surrender meant I relinquished any further obligation or interest in the property and the associated debt. 
Despite the mortgage being surrendered in XXXX, on XX/XX/XXXX through XX/XX/XXXX, my ex-spouse contacted Mr. Cooper and was provided with sensitive details regarding the mortgage account, including payment amounts leading up to surrender, account balance at the time of surrender, loan number to make payments through my ex-spouse banking bill pay system. I contacted Mr. Cooper on several occasions to inquire about this unauthorized disclosure and remedies to secure my mortgage account from unauthorized use. During my conversation with Mr. Cooper 's Representatives, I was informed that the disclosure was made because my ex-spouse is listed on the property deed. 

Mr. Cooper 's explanation that being on the deed warrants the right to access private financial account information, even for a mortgage that has been surrendered in XXXX and where the individual is not a borrower, is completely unacceptable and, I believe, a direct violation of consumer protection and privacy laws. The surrender in XXXX  further solidified that my ex-spouse had no financial or legal standing concerning this debt. 


This unauthorized disclosure, especially after the XXXX surrender, has caused me significant concern regarding the security and privacy of my financial information related to a debt that is no longer active for me and sensitive information such as my present address, and social security information, which could cause significant economic harm. It also creates potential for misuse of this information and has caused unnecessary stress and anxiety. 

I believe Mr. Cooper 's actions violate the principles of consumer financial privacy and may be in breach of regulations designed to protect consumers ' nonpublic personal information, particularly in the context of bankruptcy discharge and surrendered assets.

Company response to consumer: Closed with explanation