Consumer complaint received 2025-08-12 00:00:00
Product: Mortgage — FHA 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: ID

Complaint narrative:
Mr. Cooper acquired my mortgage as of XX/XX/year>. I have been trying to figure out how to access their app and or website so I can make my payments. There is quite a bit of confusion as I have learned that " Mr. Cooper '' is a subsidiary of Lakeview. Lakeview seems to be a larger company that manages several smaller companies ; this is just part of the issue. By the time I found the correct website and was able to log in, the system states that it requires me to call to make my payment. I called dozens of times per day, to a handful of different numbers provided by the help request I was able to message through the webpage. The phone numbers all take me to the same voice response system, a system that does not recognize my loan number nor my social security number. I have tried numerous options, but the system does not find me and eventually apologizes for having trouble and tells me to try again later before hanging up. 

When I use the website to try to get help, the chat option does not work. I have to put in a support ticket. These are no help. I get the same answers over and over again. With the only option to mail in a payment. I have never dealt with the company prior to their purchasing my home loan, and this has been an absolute nightmare. I do not have faith that they will be able to accurately apply a payment if I tried to mail one it ... besides the fact that nobody uses checks anymore, so I would have to use a counter check or money order that could easily be lost, leaving me at a loss of additional funds. 

I just need a way to contact this company to resolve this issue and make a payment ; this means either by phone or within reasonable driving distance. Based on what I have figured out in this lengthy process, that their own representatives have not figured out nor resolved on their own, is that my phone number is missing from their file. I don't know why it is missing ; I called my previous lender, XXXX, just days before the transfer and made a large payment and verified that my information was correct. Mr. Cooper 's system requires the phone number you are calling from to match the loan or you get kicked out of the system. This happens even when trying to reach who they call my " dedicated loan representative. '' At this point, I want this mortgage company to remove all of the additional fees that they have been tacking on to my account while they are making it impossible for me to pay them. What they are doing amounts to nothing less than unethical business practices. I would like this resolved and for them to be looked into further, as I imagine that I am not the only one this has happened to. I just happen to be someone who is angered by unethical businesses trying to take advantage of people who might now know better. I did also try to reach out to my mortgage broker, who after hearing this entire horror story, does not even have business to business number I can use to reach them. 

Please help me so I can deal with the company before they put my home in foreclosure.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation