Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — Conventional home 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: TX

Complaint narrative:
I am submitting this complaint regarding mortgage servicing failures that occurred during the transition of my home loan from Mr. Cooper to a platform described as powered by XXXX XXXX 

My mortgage was purchased by Mr. Cooper from XXXX in XXXX of XXXX. Upon checking the Mr. Cooper website on XX/XX/XXXX, I was directed to create a new username and directed to a new website without any prior notification. 

I did receive an email confirmation from XXXX XXXX  regarding an upcoming draft of {$1300.00} but this raised immediate concern. The email appeared suspicious because my payments are made to Mr. Cooper, and I had not been informed of any servicing transition. Given the lack of notice and abrupt change in payment platform, I was unable to verify the legitimacy of the communication and reasonably feared unauthorized access or activity. 

The email references the upcoming draft and mentions Nationstar and Mr. Cooper only in fine print as debt collectors. Nowhere does it clearly state that Mr. Cooper mortgage loans would now be handled by XXXX XXXX 

Despite being enrolled in automatic payments, my XX/XX/XXXX mortgage payment did not appear as scheduled, pending, or completed in my online account. At the same time, the account reflected that the payment was due, creating contradictory and confusing information about the status of a time-sensitive mortgage payment. 

I attempted to resolve this issue through every available servicing channel over a two-hour period, including the website, online account portal, automated chat, automated phone system, and customer service representatives. The online chat function repeatedly timed out due to automatic logoffs that coincided with published wait times. The website did not provide a clearly accessible customer service phone number, and the automated phone system provided conflicting information while initially refusing to transfer me to a live representative. 

Eventually, a customer service representative stated that the XX/XX/XXXX payment had been applied and sent an encrypted email intended to confirm the payment. However, the email could not be accessed without creating a separate account, despite my existing online login credentials. More importantly, the payment information in the email did not reconcile with the payment status displayed in my online account, and no explanation was provided to resolve the discrepancy between these systems. 
I also received no clear or direct notice explaining the servicing transition or what powered by XXXX XXXX meant in practical terms. The email communications I received appeared suspicious due to inconsistent branding and references to multiple entities, making it difficult to verify their legitimacy. 

While confirmation of payment was eventually provided, the process required extraordinary effort and exposed serious weaknesses in servicing accuracy, system integration, and borrower access to assistance. These issues create unnecessary risk for borrowers and raise particular concern for elderly or disabled consumers who may not be able to navigate such barriers. 

I have submitted a Qualified Written Request ( QWR ) to the servicer documenting the full timeline, system inconsistencies, and customer service accessibility failures. I am requesting CFPB review of these practices, confirmation that my payment was properly credited without penalty or adverse credit reporting, and oversight to help prevent similar issues from affecting other borrowers.

Company response to consumer: Closed with explanation