Consumer complaint received 2025-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Subject : Formal Complaint Against Mr. Cooper Mortgage Servicing Hello CFPB Team, I am submitting a formal complaint against Mr. Cooper Mortgage Servicing regarding multiple serious servicing errors, unauthorized actions, and unethical treatment on my mortgage account.

Summary of Issues Unauthorized Servicing / Forced Escrow My mortgage originated with XXXX XXXX  XXXX, not Mr. Cooper.

Mr. Cooper unilaterally forced an escrow account and added {$1600.00} to my monthly payment without my consent, without notice, and without providing proof of tax payments.

Under RESPA ( 12 U.S.C. 2605 ) and 12 C.F.R. 1024.17, a servicer can not impose escrow charges without borrower consent or explicit contractual authority.

No Proof of Tax Payment Mr. Cooper claims to have paid my delinquent property taxes on XX/XX/year>, but XXXX XXXX records still show the taxes as due. 

On XX/XX/year>, I contacted the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) , which confirmed no payment had been received and provided instructions for payment options.

Autopay Removal and Misrepresentation I have been on autopay consistently and did not cancel it ; I only adjusted the payment date due to payroll changes.

Mr. Cooper removed autopay without notice, then falsely claimed I made an online payment in XXXX. 

I received no notification of a missed payment, and this error was falsely reported to the credit bureaus.

Unethical Foreclosure Threat and Duress When I called to resolve the missed payment, the representative immediately told me I would be sent to a special department to prevent foreclosure. I was shocked and stressed, as the only late payment was for XXXX and I was never in danger of foreclosure.

I was pressured to pay immediately, including a large escrow amount, creating unnecessary duress. This behavior was coercive and unethical.

FCRA Violations ( 15 U.S.C. 1681s-2 ( a ) ) Mr. Cooper reported me to credit bureaus based on the autopay error caused by their servicing mistake. I am formally disputing this reporting and request correction.

Pattern of Unethical Servicing Other consumer complaints indicate recurring issues including unauthorized escrow, missing notices, improper account management, and misrepresentation of payment status, especially after XXXX XXXX  involvement.

Actions Requested I respectfully request the CFPB to : Investigate Mr. Coopers forced escrow actions and lack of notice.

Confirm that Mr. Cooper has no legal authority to impose escrow charges or misreport payments.

Ensure removal of unauthorized escrow charges and reversal of all related payments.

Ensure credit bureaus are corrected to remove inaccurate delinquency reporting.

Confirm my mortgage account is in good standing.

Ensure proper notification procedures are in place so I am never falsely threatened with foreclosure or reported late without notice.

Monitor Mr. Coopers compliance with RESPA, FCRA, and other applicable mortgage-servicing laws.

This matter is urgent and has caused significant financial and emotional stress.

Thank you for your prompt review and action.

Company response to consumer: Closed with explanation