Consumer complaint received 2025-06-01 00:00:00
Product: Mortgage — VA 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: CT

Complaint narrative:
I am the sole legal owner of my home, secured by a VA-backed mortgage serviced by Mr. Cooper ( Loan # XXXX ). I am the confirmed Successor in Interest Mr. Cooper formally recognized this status in XXXX. 

The borrower of record does not reside at my property and does not receive mail here. I have court protective orders protecting me from the borrower. I have repeatedly notified Mr. Cooper of this fact since XXXX. Despite this, Mr. Cooper has refused to correct its records and continues to improperly address foreclosure and servicing mail to both the borrower and me at my property violating 12 C.F.R. 1024.38 ( b ) ( 1 ) ( vi ) ( requirement to properly identify and communicate with Successors in Interest ). 

In late XX/XX/XXXX, well before any default or foreclosure activity, I submitted a written affidavit of hardship, a formal request for VA forbearance, and a request to begin loss mitigation review. Mr. Cooper acknowledged receipt of my request but never responded as promised. I followed up twice through their message system but was again ignored. I received no mail or formal response from Mr. Cooper, and I reasonably believed my request had been granted, or at minimum, was under review and that I was protected from default action. 

On XX/XX/XXXX, I discovered a foreclosure summons packet improperly left on the ground in my front yard, in the garden bed next to my front door. I had received no prior notice, no warning, and no opportunity to respond before this. I immediately called and messaged all parties involved Mr. Cooper and their attorneys and notified them in writing of improper service to me and that the borrowers address was incorrect. This was BEFORE the file date and BEFORE the return date for the foreclosure case. 

In response, Mr. Coopers attorneys told me that I could go ahead and shred the summons packet because they had another address for the borrower on file and that there was no further action needed from me. Advancing foreclosure based on this knowingly defective service violates RESPAs accurate communication requirements under 12 C.F.R. 1024.38 ( a ) and due process protections under law. 

Despite these assurances, I immediately took further action to protect my home. On XX/XX/XXXX, I completed and submitted a full, valid loss mitigation application and renewed my VA forbearance request. I promptly notified Mr. Cooper and their attorneys that this had been submitted, and asked whether I needed to file an appearance or request mediation, as my application was completed before the court filing date and return date. I was told NO that my timely application meant no further action was required.

Under 12 C.F.R. 1024.41 ( c ), Mr. Cooper was legally required to properly review this complete application and was prohibited from advancing foreclosure while review was pending ( dual-tracking prohibition ). 

On XX/XX/XXXX ( 9 days later ), I discovered that despite these assurances, Mr. Cooper had filed foreclosure anyway and charged me over {$1000.00} in legal fees and over {$700.00} in property inspection and service fees plus other vague charges all while my valid application was pending. Charging these fees violates 12 C.F.R. 1024.35 ( b ) ( 5 ) and 12 C.F.R. 1024.41 ( f ).

After the court deadline for mediation expired, Mr. Cooper then summarily rejected my valid loss mitigation application without requesting any documents, without communication, and falsely claimed I was not eligible for further loss mitigation violating 12 C.F.R. 1024.41 ( c ) ( 1 ), ( g ), and ( f ). 

On XX/XX/XXXX, I escalated this matter by filing formal complaints and notices with the Connecticut Attorney General, the VA Regional Loan Center, and the Judge of the foreclosure case. I CCd Mr. Cooper and their counsel on these notices. 

In direct retaliation, on XX/XX/XXXX, Mr. Cooper : Blocked my online account access for several hours in violation of 12 C.F.R. 1024.38 ( a ) ( requirement to maintain reasonable access ) When I regained access, I discovered that someone at Mr. Cooper had fraudulently created and submitted a new loan modification application under my name which I had not initiated, and had not authorized violating 12 C.F.R. 1024.41 ( a ), ( b ), ( c ), and the Consumer Financial Protection Act, 12 U.S.C. 5531 ( prohibiting unfair and deceptive acts ).

Additionally, documents had been uploaded to this fraudulent application under my name which I had no ability to access or review. This constitutes fraudulent alteration of servicing records and violates 12 C.F.R. 1024.38 ( a ) ( 4 ) and 12 C.F.R. 1024.35 ( b ) ( 1 ), ( b ) ( 2 ), ( b ) ( 5 ).

This fraudulent action was taken just two days after I contacted the AG, the VA, and the court and clearly constitutes retaliation and dual-tracking misconduct.

Meanwhile, Mr. Cooper continues to : Advance foreclosure based on improper service and false records Charge illegal fees Make coercive and misleading statements that I have no opti
ons and must sell or lose my home in violation of 12 U.S.C. 5531 and 12 C.F.R. 1024.38 ( a ) ( 1 ).

This situation is now an emergency. Mr. Cooper is attempting to defraud me out of my home, using false applications, coercive tactics, and illegal foreclosure threats. They have told me I have no right to remain in my home despite lacking proper grounds and ignoring due process. 

I am now afraid to leave the house for fear of returning to changed locks even though this foreclosure action never should have been initiated. 

Since XX/XX/XXXX, I have been begging for help from the VA, CFPB, state agencies, and the court. I sent formal letters and filed motions but Mr. Coopers conduct continues to escalate. I have two young special needs children and I am a single parent. This situation has completely taken over my life. I am terrified of losing my home unjustly.

Mr. Cooper continues to violate the law : They a
re required to correct errors within 5 days under 12 C.F.R. 1024.35 ( e ).

I submitted a renewed request for forbearance and Notices of Error more than 30 days ago I was told I would have to wait until XX/XX/XXXX just for a response not even a solution in clear violation of 12 C.F.R. 1024.35 ( e ) and 12 C.F.R. 1024.41 ( d ).

This is a desperate plea for help. I have done everything legally required. It is clear that Mr. Cooper is trying to force this foreclosure to take advantage of the VA guarantee. I am afraid for my family. Nothing I do or say makes them acknowledge me or comply with the rules they are required to follow.

Company response to consumer: Closed with explanation