Consumer complaint received 2025-05-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
I am formally requesting that the CFPB reopen and investigate this case further. 

The documents provided by Mr. Cooper do not resolve the complaint I filed. While they submitted multiple forms and copies of what I signed, they did not address the actual misconduct that occurred including : 1. Misrepresentation & Misinformation : In XX/XX/year>, I called requesting assistance for a single missed mortgage payment after I contracted XXXX and transitioned to long-term XXXX. A Mr. Cooper representative assured me verbally that the payment would be deferred to the end of my loan and that continuing to pay my escrow would keep me in good standing. 
Instead, I was unknowingly placed into a trial payment plan that later resulted in an {$89000.00} Partial Claim lien without proper explanation or fully informed consent. 
2. Lack of Clear Disclosure : At no point did I receive a transparent explanation of the XXXX being added or what it would mean long-term. I was never properly walked through the options under the XXXX Recovery Deferral program. Mr. Coopers verbal representations conflicted with what was later forced onto my account. 
3. Escrow Mismanagement : During the time I was told I was in forbearance, I continued to pay my escrow as instructed. These payments were misapplied or not properly credited, and my escrow account was later reported as deficient, causing unjustified increases to my monthly payment. This mismanagement is not addressed in their response.

4. Failure to Follow HUD XXXX Relief Guidelines : I was not offered the COVID Recovery Standalone Partial Claim as outlined by HUD. Instead, I was pushed into a loan modification with a XXXX I did not consent to in writing or through any transparent process.

5. Inadequate and Misleading Response : Mr. Coopers submission to the CFPB includes forms, but fails to address any of the deceptive servicing practices or communication breakdowns. I have a recorded call ( with consent ) showing their representative misinforming me about the process. None of this was acknowledged in their response. 



Requested Action : Reopen this case and conduct a full investigation into Mr. Coopers handling of my XXXX hardship assistance request. 
Remove or restructure the {$89000.00} XXXX created without proper disclosure. 
Correct the escrow payment history and credit misapplied funds. 
Enforce appropriate penalties or oversight if it is found that Mr. Cooper failed to comply with federal relief guidance and disclosure standards. 



This issue has had a severe financial and emotional toll on me. I followed the instructions I was given in good faith and was misled. XXXX XXXX response is nothing more than a paper trail, with no accountability for the harm caused.

Thank you for your continued oversight on this matter. 

Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation