Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — Conventional home 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: NJ

Complaint narrative:
XX/XX/XXXX I had to restart my DIL process after the Mr. Cooper mortgage company told me to do a short sale and I advised them that it would not work. After months of trying that they told me to restart my DIL process. I had not heard from them after agreeing to restart that. Then they told me the information that I gave to them had expired so I needed to restart, but that was only after I had called them they advised me that my process expired. It went weeks before I heard anything and then I eventually got a phone call from XXXX XXXX who is my collateral liquidation specialist. He asked me for information. I gave him information. We emailed back and forth about getting information from my HOA. Who I was ignored by from XXXX till about XXXX when I was told my HOA lien was still processing. XXXX then ignored me till about the end of XXXX about sending the information to the title company. I sent it to him on XX/XX/XXXX and he advised me he sent it about XXXX days after that. XX/XX/XXXX I emailed asking for information. No answer. Emailed again on XX/XX/XXXX. No answer. XX/XX/XXXX. No answer. XX/XX/XXXX. He answers and says oh yes the title company reached out and I have to give them information about what is owed. I sent him the information same day. He then emails me on XX/XX/XXXX and says sorry for the late response Im sending them the submission today and he will have an update by the next day. I emailed him multiple times between then and XX/XX/XXXX asking for the update guaranteed to me by the next day. Customer service told me that they called and left him voicemails and emails and got no response from him. I called Mr. Cooper in XXXX and complained about how I was ignored for weeks on end. And they told me that was unacceptable. I also spoke to XXXX XX/XX/XXXX on the phone and he told me that I wouldnt understand how difficult his job is that he gets XXXX emails in a weekend and he needs to answer them. I explained to him that my wife gets XXXX emails a day and is able to answer them when dealing with insurance companies and medication for XXXX processing. He then completely disrespected my wifes career and said well my job is clearly more difficult. He told me he tried to call me and I didnt answer but never left me any messages asking for a call back. I then called Mr. Cooper to complain about him and asking if I can get a new collateral liquidation specialist as long as I dont have to restart. They assured me that they would give me a new specialist and I would not have to restart this process. And that supervisor would be calling me to speak about XXXX actions. I never received that phone call and I never got my specialist changed. On XX/XX/XXXX XXXX then emails saying I have no update for you. XX/XX/XXXX I email asking for an update to see if the investor had accepted the request I called multiple times from then on and got no answer. On XXXX I tell him its been almost a month and he told me that the investor had questions a month before that and if he could send me those questions, I would be happy to answer them. I then CCed the attorney for my HOA liens onto the rest of the email chain. and from then on I was ignored with one or two emails of XXXX letting me know that he had not gotten an update from XXXX XXXX. Then on XX/XX/XXXX I was told that there was a final judgment for foreclosure. I just wan na know why this company dragged his feet for so long and never put in any of my requests in a timely manner to the point where I am for closing now there needs to be some sort of legal action I can take against them. Even with the amount of times I called and complained, and was completely ignored and had customer service sessions ended on me in the middle of a conversation when I was asking for any sort of information they could never give me an answer. Thank you.

Company response to consumer: Closed with explanation