Consumer complaint received 2025-12-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
What happened : I am submitting a new complaint because Mr. Cooper provided multiple contradictory, false, or incomplete responses to my prior CFPB complaints, and their own documentation proves they mishandled my VA loan servicing from XXXX. 

I am requesting the CFPB to escalate this case because the pattern of responses shows : Mishandling of documents Conflicting loss-mitigation decisions False no error responses Payment reversals Escrow irregularities Inconsistent modification reviews Improper loan transfer during review Failure to follow VA, RESPA, and Regulation X requirements Below is a detailed breakdown supported by their own written letters provided in my attachments. 

XXXX. Mr. Cooper repeatedly lost or mishandled my documents From multiple letters across XXXX ( see XXXX ) : XX/XX/XXXX letter requests documents due by XX/XX/XXXX ( page XXXX ). 

XX/XX/XXXX letter repeats the request ( page XXXX ). 

XX/XX/XXXX letter claims the documents were still missing ( page XXXX ). 


XXXX These letters contradict each other : Some letters say documents were received. 

Others say they were not received. 

Some ask for documents that had already been provided. 

This violates 12 CFR 1024.41 ( reasonable diligence ). 

XXXX. Mr. Cooper provided contradictory explanations for why my modification was denied Examples : XXXX IRS transcripts not available Letters from XXXX XXXX repeatedly say the IRS denied transcripts due to incorrect requests ( pages XXXX ). 


XXXX B. Later letters blame ME for not filing tax returns XX/XX/XXXX ( page XXXX ) XX/XX/XXXX ( page XXXX ) These XXXX explanations can not both be true. 

This is classic servicer contradiction, harmful to the borrower. 

XXXX. Mr. Cooper applied and reversed payments without explanation My transaction histories ( XXXX pages XXXX ) show : Payments reversed Funds reapplied incorrectly Principal/interest reversals Escrow balance errors XXXX This violates : RESPA 1024.35 ( b ) ( 1 ) Failure to properly apply payments XXXX ( b ) Servicing system integrity requirements XXXX. Mr. Cooper issued multiple no error findings after admitting operational errors In several letters ( pages XXXX ) : They admit documents were received late due to email delays They admit IRS transcript requests were mishandled They admit incomplete processing They admit missing internal uploads Then, in the same letter, they state : It has been determined that no error occurred. 

This is materially false and violates XXXX ( XXXX ). 

XXXX. My loan was transferred during active loss-mitigation review A major RESPA violation XXXX 

They transferred my loan to XXXX in the middle of a modification review ( shown in XXXX and XXXX docs ). 
Servicers are prohibited from : Advancing foreclosure Transferring servicing Closing evaluations during a pending complete application ( XXXX ( g ) ). 

This transfer disrupted my entire review process. 

XXXX. They provided conflicting affordability calculations Multiple letters contain different income calculations : Pages XXXX of XXXX show XXXX set of formulas. 

Pages 1XXXX show entirely different inputs and results. 


XXXX Their own math contradicts itself, affecting eligibility. 

XXXX. They falsely closed prior complaints and deemed issues resolved Several letters say : We consider the matter resolved. ( page XXXX ) XXXX But the problems were not resolved. 

This is misleading and harmful to the consumer. 

XXXX. The pattern spans XXXX and shows systemic misconduct Across the full timeline : Mishandled documents Contradictory statements Inconsistent loss mitigation Reversals and reapplications of payments Mismanaged escrow Loan transferred improperly Conflicting denials Failure to follow VA guidelines False no error statements The documentation I am providing contains over XXXX pages of direct evidence.

Company response to consumer: Closed with explanation