Consumer complaint received 2025-12-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
Today ( XX/XX/year> ), I contacted my mortgage servicer, Mr. Cooper ( powered by XXXXXXXX XXXX ), regarding a short-term forbearance. My loan is owned by XXXX XXXX, and I have been current with no missed payments for approximately three years. 

Timeline and facts : XXXX XXXX XXXX : I called Mr. Cooper XXXX The first agent told me I did not qualify for forbearance because I did not have no income coming in. 
I was escalated to the XXXX XXXX. The escalations representative then stated my investor doesnt do forbearances anymore, implying XXXX XXXX no longer offers forbearance. I repeatedly asked which guideline supported that statement ; the representative could not provide any guideline and went silent for an extended period. I was told a XXXX would call me back within XXXX hours. 
After that call : I called XXXX XXXX directly to confirm whether they still offer short-term forbearance. XXXX XXXX informed me that the servicers statement was not true, that XXXX XXXX continues to encourage forbearance plans with servicers, and instructed me to call Mr. Cooper back immediately to request a three-month forbearance and a payment deferral as an exit option. 
XXXX XXXX XXXX : I called Mr. Cooper back, navigated the prompts, and reached Loss Mitigation. Only after I relayed XXXX XXXX direction did they agree to start the forbearance process. During this process, I asked specifically about credit reporting. 
Mr. Coopers representative stated that if I enter a standard forbearance, they will report me as delinquent to the credit bureaus and that delinquency reporting would begin XX/XX/XXXX because the account would be XXXX days late. I disputed this and explained that accurate reporting should reflect that I am in an approved forbearance agreement and that reporting should not be furnished as a simple delinquency when I entered the plan current. 
The representative repeatedly stated that a standard forbearance does not suppress negative credit reporting. I referenced consumer guidance indicating that if a borrower is otherwise current before entering a forbearance, reporting should remain current while complying with the agreement. 
After XXXX minutes of dispute, XXXX XXXX joined via a three-way call. XXXX XXXX confirmed to the servicer that the servicer must follow FCRA and report accurately, consistent with the guidance discussed. Despite this, Mr. Cooper continued to insist they would report delinquency. 
I requested written confirmation of the plan terms and credit reporting treatment. Mr. Cooper refused, stating they could not provide the conversation in writing. I clarified I was not asking for an email transcript but needed written confirmation of the plan terms and credit reporting treatment for my next steps. Mr. Cooper then hung up on me. 

Key concerns : XXXX. Mr. Cooper provided contradictory and inaccurate statements ( e.g., that XXXX XXXX no longer offers forbearance ; that forbearance is only for borrowers with no income ). 
XXXX. Mr. Cooper stated they will furnish delinquency ( XXXX late ) during an approved forbearance that I entered as current, and they refused to provide written clarification of the credit furnishing treatment. 
XXXX. Mr. Cooper disconnected/hung up during escalation.

Company response to consumer: Closed with explanation