Consumer complaint received 2025-07-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
On XX/XX/year>, I submitted a formal written notice to the mortgage servicer reporting fraudulent activity and mishandling of the mortgage account. In that notice : I reported that unauthorized documents had been uploaded to the online loan portal, including a fraudulent loss mitigation application and a false quitclaim deed that claimed I relinquished ownership of my home. 

I clearly stated that I did not submit any documents, have never consented to loss mitigation, and that I intend to retain ownership and remain in the home where I live with my XXXX daughters. 

I documented repeated account tampering, including being locked out of the portal on XX/XX/XXXX and again on XX/XX/XXXX. When I regained access on XX/XX/XXXX, XXXX additional fraudulent documents had been added and changes made to the same falsified application. 

I checked my towns land records and confirmed that no deed was ever recorded, proving the quitclaim claim was false. 

I demanded that the servicer provide immediate copies of all uploaded documents along with timestamp XXXX, to determine whether the servicer was involved in, or failed to prevent, account fraud. 

Instead of acknowledging or investigating this second fraud report, the servicer responded on XX/XX/year>, with a letter that ignored the issues raised, misstated my role, and erroneously referenced prior, improperly handled complaints from XXXX and XXXX. The response falsely claimed I had initiated a loan assumption and failed to submit documentswhich I never attempted to do in the first place. It also repeated the same false premise as the fraudulent documents : that I had relinquished title or was required to do so to proceed with a modification, which I never applied for. 

This response shows clear failure to conduct any investigation, improper internal recordkeeping, and continued reliance on documents I identified as fraudulent. The documents I reported are still in the portal, and no investigation has been initiated to determine who uploaded them or why. 

IMPORTANT CONTEXT : I am the legal owner of the property, not a borrower. The borrowermy ex-husbandabandoned the debt XXXX years ago, disappeared, and can not receive mail here due to a permanent court order and XXXX mail blocking. The servicer has continued to list my address as his, despite XXXX years of returned mail and formal requests to correct it. This mislabeling caused a court summons for him to be improperly delivered to my home in XX/XX/year>, placing my family at risk. 

I was never supposed to be part of this debt, but I have been forced to monitor the account because the servicer is attempting to enforce this debt through foreclosure litigation that threatens my ownership rights and home equity. They appear to be using fraudulent documents and ignored fraud complaints to justify invalid claims against my property. 

I submitted a formal written notice to the mortgage servicer reporting fraudulent activity and mishandling of the mortgage account. I discovered that unauthorized documents had been uploaded to the loan portal without my consent, including a falsified loss mitigation application and a fraudulent quitclaim deed falsely claiming I had relinquished ownership of my home. 

THIS IS JUST XXXX COORESPONDENCE AMONG DOZENS DEMONSTRATING A PATTERN OF FRAUD, DUAL TRACKING, ABUSIVE SERVICING, XXXX XXXX VIOLATIONS AND MORE. COMPREHESIVE COMPLAINT FORTHCOMING. This report wasn't submitted earlier because I only noticed the dates and thought that this letter was in response to my XXXX XXXX Violation Complaints from later that month. 

I explicitly stated in writing that : I did not submit or authorize those documents. 

I had not applied for loss mitigation or assumption. 

I never relinquished ownership and had no intention of doing so. 

My intent is to remain in the home with my XXXX children, resolve the default legally, and protect my court-awarded property rights. 

I demanded : XXXX disclosure of all uploaded documents, especially the fake quitclaim deed ; XXXX XXXX XXXX to determine who uploaded them ; A formal fraud investigation and account security measures. 

Instead of addressing any of these issues, the servicer responded on XX/XX/year>, by : Ignoring my fraud report entirely ; Misstating my role, falsely suggesting I failed to submit documents for a modification I never applied for ; Repeating claims that I relinquished ownershipdirectly contradicting public land records and court orders ; Providing a boilerplate letter with irrelevant references to assumption and loan requirements that have nothing to do with my complaint.

Company response to consumer: Closed with explanation