Consumer complaint received 2025-01-08 00:00:00
Product: Mortgage — VA 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: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr. Cooper Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ] Subject : Urgent Complaint and Request for Personal Assistance on My Mortgage Account Dear Mr. Cooper Customer Support, I am writing to formally request immediate assistance and escalation regarding my mortgage account, which was transferred to Mr. Cooper from XXXX XXXX  . I have been attempting to get a response regarding my account, including a request for a dedicated representative to help me navigate the severe and long-standing issues caused by XXXX XXXX  negligence and errors.

As of today, my emails and calls have gone unanswered, leaving me in limbo. I am now escalating this as a formal complaint to the CFPB due to Mr. Coopers failure to provide adequate communication, transparency, or resolution. I expect a prompt response before I am forced to take further action.

Background of the Issue : XXXX Mismanagement of My Mortgage In XX/XX/XXXX, an agent from XXXX XXXX  contacted me to take me out of 18 months of forbearance. I was told that if I paid my XXXX mortgage, I would be current and that the 18 forbearance payments would be deferred to the end of my loan term. 

I made my XXXX and XXXX payments as instructed. However, my payments were never applied correctly, despite agents telling me repeatedly that I was current.

Incorrect Payment Amounts & Unauthorized Address Changes I later discovered that XXXX changed my address incorrectly 47 times between XX/XX/XXXX and the present day. These errors meant that critical documents were sent to undeliverable addresses.

Additionally, XXXX agents repeatedly gave me incorrect mortgage payment amounts, leading to my payments being categorized as partial payments and held in suspense instead of being applied to my loan. 

XXXX Admitted Their Mistakes on XX/XX/XXXX On XX/XX/XXXX, I called to begin the mortgage assumption process for my ex-husband. Instead, I was told that XXXX had failed to send the necessary paperwork for two separate mortgage adjustments.

Four agents, including supervisors, confirmed that I was not at fault and that I had been approved for a 4 % interest rate with a {$2500.00} payment in XX/XX/XXXX, but the paperwork was never sent. 

They promised to resubmit the documents within three days, but when I called back, I was stonewalled. XXXX had brought back the 18 forbearance payments without informing me and had added my last seven payments to them, classifying me as 25 months behind overnight.

Stonewalling and CFPB Violations I called over 50 times, trying to get a clear answer on how to report these issues. XXXX refused to provide a department to escalate loss mitigation complaints, despite my complex XXXX XXXX  and medical condition. 

XXXX representatives acknowledged their mistakes but refused to correct them. They blocked my mortgage adjustment, pushed me into loss mitigation under false pretenses, and then failed me in the process.

I later received a letter from XXXX Presidents Office falsely claiming that I had changed my address in XX/XX/XXXX, despite clear documentation that I never submitted an address change request.

Mortgage Transfer to Mr. Cooper XXXX Response My mortgage was transferred to Mr. Cooper, yet I have not received any assistance or response to my inquiries.

I have requested a personal representative to help sort out these issues, but no one has returned my calls or emails.

Mr. Cooper now owns the loan, which means they are responsible for addressing these violations, yet they are failing to take action.

What I Am Demanding From Mr. Cooper : Immediate Assignment of a Dedicated Representative I need a single point of contact to work through these errors and provide clear answers. No more being transferred endlessly with no resolution.

A Full Investigation Into My Mortgage History Mr. Cooper must review Flagstars mishandling of my payments, mortgage adjustments, and unauthorized address changes and provide a corrective action plan.

Account Corrections and Acknowledgment of CFPB Violations The payment discrepancies and incorrect address changes must be corrected in writing.

If Mr. Cooper refuses to address these violations, I will escalate my complaint to multiple regulatory bodies and the media.

A Formal Written Response to This Complaint I demand a formal response within 10 business days, outlining the steps Mr. Cooper will take to resolve these issues.

Final Warning I have been fighting this battle alone, with brain damage and severe complex XXXX, while recovering from a life-threatening illness. XXXX XXXX failure to respond is a direct continuation of XXXXs negligence and misconduct.

If I do not receive a response within 10 business days, I will escalate my complaint to : The CFPB The OCC State Attorney General FTC HUD Consumer advocacy groups and the media I am prepared to take legal action if necessary. I will not be ignored any longer.

I expect an immediate response. If Mr. Cooper intends to operate as a legitimate mortgage servicer, they must address gross violations of consumer protection laws and basic ethical business practices. 

Sincerely, XXXX XXXX loan number CC : Consumer Financial Protection Bureau ( CFPB ), Office of the Comptroller of the Currency ( OCC ), Federal Trade Commission ( FTC ), Housing and Urban Development ( HUD ), State Attorney General

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation