Consumer complaint received 2025-05-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
My mothers-in-law 's house has gone into foreclosure after her late husband passed away in XXXX of XXXX. His XXXX XXXX had moved into the house about a year before he passed away. They are currently still living there, and the mortgage hasn't been paid in 1 year. She had moved out of the house back in XXXX over some misunderstandings between her and her husband. They never got a divorce, and both of their names were on the deed to the house as well as the mortgage. The foreclosure company Mr. Cooper had taken over the loan in XXXX of XXXX. My mother-in-law did not know anything about the property going into foreclosure until she got a notice in the mail on XX/XX/XXXX, from the courthouse about a hearing of foreclosure in XX/XX/XXXX. We have been in constant contact with the company over the phone and through emails and we have gotten nowhere over the last XXXX period. They are not helping us whatsoever. The brothers that are living in the property now have had their neighbor that lives next door to create an account using a deceased persons information and to add herself as a successor of this said account which is illegal. She has also sent in a Mortgage Modification Application and used her name on it and listed herself as the deceased persons daughter, which is not correct, the deceased person has only one daughter by adoption and no biological daughters. This said neighbor has no relation to him whatsoever. There was no will or trust for anything of this said property to go to the brothers or the neighbor. She has also listed the brothers that are living there as renter occupancy which is not correct. They are not renting the property from my mother-in-law they are there illegally with no permission from her. The property rightfully goes to my mother-in-law, but the company Mr. Cooper is not doing anything about this situation and will not take this said neighbor off of the account, and they have told us that it doesn't matter if my mother-in-law is on the deed to this property or not, but we know it does matter and its rightfully hers. We can not continue this process of getting the property out of foreclosure with this said neighbor on the account until she has been taken off. We have sent Mr. Cooper emails with the documentation to take her off of the account but they still refuse and when we ask them to send us any kind of information like the documentation proving the neighbor is the daughter and successor of said account all we get is an email stating that it has been assigned to a member of research team that they will respond with a resolution letter in email but we never get it even when we email them again to send the resolution. We have just been getting a run around with this company for XXXX weeks now and when we call the number, we get some different each time and we get a different answer each time we ask the same questions. We want this problem fixed and we have lawyers that will be in contact with Mr. Cooper.

Company response to consumer: Closed with explanation