Consumer complaint received 2026-01-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
On or about XX/XX/year>, I submitted a written Request for Information ( RFI ) via email to Mr. Cooper regarding the mortgage loan secured by the real property. 

In that correspondence, I advised that I am the current owner of record of the property by virtue of a recorded transfer of title. I requested that Mr. Cooper recognize me as a successor in interest by transfer pursuant to applicable federal mortgage servicing regulations, including 12 C.F.R. 1024.36 and 1024.38, and requested loan servicing information for informational purposes only. I expressly stated that the request did not constitute an assumption of the loan or an agreement to be personally liable for the debt. 

In the XX/XX/year> correspondence, I requested confirmation of any documentation required to recognize me as a successor in interest and, upon recognition, requested basic loan information including the unpaid principal balance, reinstatement amount, monthly payment amount and due date, loan status, and payment instructions. 

Mr. Cooper did not provide a timely or substantive response to that request. They also told me over the phone that I am not allowed to pay the mortgage interest due, or allowed to payoff the loan. On XX/XX/year>, Mr. Cooper sent a written response stating that it had received my letter on XX/XX/year>, but refused to provide any loan information. Mr. Cooper asserted that it required written authorization from the account holder to discuss loan details and requested documents applicable to a death- or probate-based successor-in-interest scenario, including a death certificate, birth certificate, will, probate documents, and court records. 

This response is incorrect and inapplicable. My request was not based on death, inheritance, or probate, but rather on a transfer of ownership, which is expressly recognized under federal mortgage servicing regulations. I am not a third party ; I am the current owner of the collateral securing the loan. Mr. Cooper did not identify any documentation requirements applicable to a transfer-based successor-in-interest request and instead conditioned its response on borrower authorization and irrelevant probate documentation. 

Additionally, Mr. Coopers XX/XX/year> response did not comply with the timing or substance requirements of 12 C.F.R. 1024.36. Mr. Cooper acknowledged receipt outside the five-business-day acknowledgment period measured from its stated receipt date of XX/XX/year>, and did not provide a substantive response addressing the RFI or properly identifying what documentation, if any, is required under the applicable regulations.

Separately, I submitted a formal written beneficiary demand pursuant to California Civil Code 2943, requesting a beneficiary demand statement and related loan information. Mr. Cooper has not provided the requested beneficiary information and has improperly asserted borrower authorization as a prerequisite, despite the request being made by the property owner. 

As of XX/XX/year>, Mr. Cooper has provided no further response, has not recognized me as a successor in interest by transfer, and has not provided the requested loan or beneficiary information. 

To date, Mr. Cooper has failed to comply with its obligations under federal mortgage servicing regulations and California Civil Code 2943, and has continued to rely on privacy and authorization objections that are inconsistent with applicable law.

Company response to consumer: Closed with explanation