Consumer complaint received 2026-01-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
* * * NOTICE OF ERROR * * * * * * REQUEST FOR INFORMATION * * * * * * MULTIPLE Dual Tracking Violations * * * * * Improperly starting a foreclosure dual-tracking a foreclosure while a mortgage workout option is pending 30 day if an application submitted 40 days before a foreclosure date * * XX/XX/XXXX -- Escalated concern over Mr. Cooper failing to refund me UNAPPLIED FUNDS that were due to me since my initial request in XX/XX/XXXX so those funds could be used for the initial XX/XX/XXXX loan modification trial. Case was opened. Portal posted note on XX/XX/XXXX informing me that my REQUEST WAS APPROVED. 

XX/XX/XXXX -- I Learn the request WAS APPROVED via the portal, however my modification was canceled. I immediately submitted a new application and called in to request information. I was told during that call that a women named " XXXX '' claimed in the notes of my account that she called me, left a voice message informing me that I was DENIED the use of the unapplied {$2700.00}. NO XXXX EVER CALLED. I HAVE REQUESTED AUDIO RECORDING REVIEW IF THE CALL THAT WOULD SHOW THE CALL NEVER OCCURRED AS SHE FALSEY NOTES. She may have called, but no voice mail was ever documented. I have triple cloud backup of all calls. Also, I learned later that instead of refunding they changed the status of the Unapplied Funds to " Partial Payment '' and are using those funds as part of the mysterious underwriting process. 

XX/XX/XXXX -- Agent tells me to not panic as foreclosure date is just customary and that my pending loan modification application automatically placed the foreclosure on immediate hold for 30 days minimum. 

XXXX -- Informed by many reps that the foreclosure was on hold. 

XX/XX/XXXX -- Foreclosure Date is ADDED TO THE ONLINE PORTAL. I continue to call in requesting to speak to a manager. They refuse. Tell me I need to schedule a call back. Loss Mitigation Team never does call back ( only call backs I've ever received are from a different group and a result of me finding resources outside of loss mitigation ). It appears Mr cooper has an edict that no manager in Loss Mitigation is ever allowed to call me back or get involved during an escalation call. The front line reps continue to ensure me that the foreclosure date is ON HOLD. 

XX/XX/XXXX -- DURING A DIFFERENT CALL with a Customer Delight Manager ( who happened to contact me about a quality control concern with a previous call ) I learn that the Foreclosure Hold was Lifted that morning. They claim the hold was only applied on XX/XX/XXXX due to XXXX XXXX requesting the hold and that XXXX XXXX told them to lift the hold. They also inform me that my Loan Modification Application is in Underwriting and is held up because they are waiting to hear back from the lender, XXXX XXXX 

XX/XX/XXXX -- I contact XXXX XXXX and inquire about why they lifted the hold. They inform me that they had nothing to do with the hold. They also inform me that they have never gotten involved with my loan, my loan modification approval and that Mr cooper only needs to engage them if there is an " exception '' to their guidelines that needs special approval. Despite the dozens of times Mr. Cooper has told me that things occur because of XXXX XXXX, XXXX XXXX  confirms to me that nothing has ever been escalated and they couldn't explain why Mr. Cooper lifted the HOLD to the foreclosure date on XX/XX/XXXX because Mr. Cooper has never requested an exception to approve my pending loan modification. XXXX XXXX also told me they refuse to work with me if I get an attorney and they will inquire to learn more but they will cease all communication if I have retained legal counsel. 

XX/XX/XXXX -- The Mr Cooper Law Firm Taped to my door a Rule 120 for a hearing on XX/XX/XXXX. 

XX/XX/XXXX -- I contacted Mr. Cooper XXXX tunes between XXXX XXXX and XXXX XXXX to request to speak with the Customer Delight Managers, XXXX XXXX AND XXXX XXXX, who were both escalating requests for my modification to be expedited AND to get an explanation as to why the foreclosure process is in full swing. Both told the front line reps that they would contact me shortly. Neither ever called back. The front line reps continued to report that foreclosure is not on hold and is scheduled for XX/XX/XXXX. 

* * * AS OF XX/XX/XXXX, NO XXXX XXXX XXXX HAS EVER RETURNED NY REQIESTS FOR A CALL WHICH I HAVE MADE EVERY DAY BUT SUNDAYS SINCE XX/XX/XXXX * * * MR COOPER IS NOT ACTING IN GOOD FAITH TO PURSUE OPTIONS BUT THEY ARE Actively ENGAGING WITH LAW FIRMS AND CHARGING XXXX XXXX LEGAL FEES BUT REFUSING TO EVER Properly ENGAGE WITH TRANSPARENT AND OPEN COMMUNICATION. 

I promised XXXX XXXX I would not return an attorney so I can continue to communicate with them. Mr. Cooper is not properly engaging.

Company response to consumer: Closed with explanation