Consumer complaint received 2025-10-29 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: TX

Complaint narrative:
My deceased husband passed away in XX/XX/XXXX. I notified the mortgage company and began making payments on the account. The mortgage company abruptly stopped accepting payment or speaking to me as I was not an authorized person on the account and could not become one until I formally became successor of interest. I was in probate for XXXX years which my probate attorney was in communication with the trustee representing the mortgage company. Upon formally becoming successor of interest and deed holder in XX/XX/XXXX, the account was also placed in foreclosure. To avoid foreclosure, I must reinstate the loan for {$66000.00}. On XXXX XXXX, XXXX, while confirming the reinstatement amount, I learned from the mortgage company 's XXXX XXXX representative that there was a second successor of interest, my husband 's brother, as of XXXX, prior to me. Again, my probate was not completed until XXXX and was uncontested. I informed the representative that this was incorrect as I am the only successor of interest, evidenced by copy of fully executed deed on file with the mortgage company and requested he be removed from my account. I believe this false successor of interest provided fraudulent documentation to deceive the mortgage company as he has no legal grounds as successor of interest and has no legal authority to act on behalf of me, my minor child, or the estate. I believe this fraudulent successor of interest is why the bank abruptly stopped speaking to me and accepting payment from me until I completed the probate process. Additionally, on XX/XX/XXXX, I learned from another Loss Mitigation representative, that my husband 's brother, submitted a loan modification request. This is a clear act of mortgage fraud. It was done with the intent to deceive the mortgage company and to fraudulently obtain control of the property. This is a clear act of mortgage fraud. These fraudulent actions have resulted in the foreclosure sale date of XX/XX/XXXX and a significant reinstatement fee including penalties and interest. I again requested that the false successor be removed from the account and escalated my request to the Escalation department to again request removal of the false successor. I also requested that the foreclosure auction be halted as there is known fraudulent activities on my account and took away my ability to continue making payment on the account. I urge your agency to investigate this serious matter. I believe this false successor of interest should be held accountable for his intentional, " fraud for profit '' scheme. I am available to provide any further information or assistance required for your investigation. The mortgage company should also be accountable for it's delay in acknowledging me as successor of interest and not having systems in place to detect the fraudulent successor of interest which became obvious once they became aware of a surviving spouse, taking away my ability to continue paying on the loan and avoiding foreclosure. I believe the foreclosure notice should be unlawful as I was denied the right to make payments or to speak to the mortgage company. Additionally, I would like copies of the fraudulent documentation submitted to gain acknowledgement as a successor of interest.

Company response to consumer: Closed with explanation