Consumer complaint received 2021-08-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
XX/XX/2021 XXXX V. NATIONSTAR MORTGAGE LLC, d/b/a Mr. Cooper complaint prepared by XXXX XXXX, XXXX. for the Consumer Financial Protection Bureau ( CFPB ). 

Let me start by introducing you to Nationstar Mortgage LLC, d/b/a Mr. Cooper ; a predatory, destructive, misanthropic organization that has destroyed the lives of countless borrowers who have had the misfortune of having their mortgage loans serviced by this rogue company. The following URL links to one of the hundreds, perhaps thousands of online sites showing the pain, suffering, and damage being caused by Nationstar Mortgage LLC, d/b/a Mr. Cooper : XXXX : XXXX In my opinion, Nationstar Mortgage LLC , d/b/a Mr. Cooper requires strict regulatory oversight and investigation by the CFPB. 

Now, my complaint : ISSUE # 1 : I have been attempting to discuss my post-forbearance options with the Nationstar Mortgage LLC, d/b/a Mr. Cooper. I am XXXX years old, and I dont want to lose my house. It has been my understanding that XXXX ( I have a XXXX XXXX loan ) has directed the servicers of its loans, such as Nationstar Mortgage LLC, d/b/a Mr. Cooper, to provide a range of post-forbearance options so that borrowers have a meaningful opportunity to explore ways to avoid post-forbearance foreclosure. 

Unfortunately, Nationstar Mortgage LLC, d/b/a Mr. Cooper hasnt gotten the memo about all of the different post forbearance programs that XXXX has worked so hard to set up for its mortgage loan servicers and, in my opinion, is operating a highly suspect, potentially illegal mortgage loan servicing operation that they are attempting to hide by what appears to be an attempt to insulate their Dedicated Loan Specialists from regulatory and law enforcement scrutiny. 

Because time is of the essence and I want to determine my post forbearance options so I can take the appropriate action to save my home from foreclosure, on XX/XX/2021 I sent an e-mail message to Mr. Cooper to determine the post-foreclosure options available to me. 

In response to my message seeking post forbearance mortgage remediation, Nationstar Mortgage LLC, d/b/a Mr. Coopers Associate General Counsel, XXXX XXXX XXXX replied ( in pertinent part ) : ..Mr. XXXX, XXXX We show that your Pandemic Forbearance has been extended until XX/XX/2021 as you stated. Are you looking for what options are available to you upon the Forbearance plan lapsed? If so, the options available per the investor are : Payment deferral up to 18 months to the end of the loan Pandemic flex modification, if we can reduce the current payment as per XXXX guidelines After receiving Ms. XXXX e-mail message stating that there were only 2 post forbearance options available to me, I didnt think that Ms. XXXX was providing me with all of the forbearance options available to me. I continued my inquiry to determine if there were additional post forbearance options available to me. On XX/XX/2021, in response to my further inquiry, Mr. Coopers Associate General Counsel, XXXX XXXX XXXX responded by confirming her earlier message telling me that there were only XXXX post forbearance options available to me when she wrote ( in pertinent part ) : Good morning, Your options have been provided XXXX XXXX XXXX VP, Associate General Counsel XXXX XXXX XXXX XXXX. 
XXXX, TX XXXX ( O ) XXXX Ms. XXXX is a Member of the XXXX  XXXX and the Vice President, General Counsel for Nationstar Mortgage LLC, d/b/a Mr. Cooper. As such, she is expected to have expert-level knowledge about the post forbearance programs available to Mr. Cooper customers and should also act in conformity with the spirit and intent of the CARES ACT and the post forbearance options made available to XXXX XXXX borrowers in forbearance. It is my opinion that by refusing to provide me with all of the post mortgage forbearance options that are available to me and by stating that I was only entitled to the two post forbearance options she presented, Ms. XXXX engaged in a material misrepresentation of the facts and violated her duty as an attorney, to be honest, and truthful in her dealings with the customers of the company she represents. It is also my belief that, by lying to me about my post forbearance mortgage options, Ms. XXXX violated the public trust as well as the spirit, intent, and letter of the CARES ACT and the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, XX/XX/2021 /Rules and Regulations. 

I did some research before preparing this complaint against Mr. Cooper and Ms. XXXX. Because I have a XXXX XXXX loan, I went to the XXXX XXXX single home website at : XXXX XXXX XXXXXXXX where XXXX XXXX presented a Single-Family article titled : Options after a forbearance plan or resolved COVID-19 hardship.

What options are available after a mortgage forbearance plan?

This article presented 5 post forbearance loan options supposedly available from XXXX XXXX loan servicing companies such as Nationstar Mortgage LLC, d/b/a Mr. Cooper. 

I also read the Bureau of Consumer Financial Protection Bureau 's updated, Protections for Borrowers Affected by the COVID-19 Emergency Under the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, XX/XX/2021 /Rules and Regulations. This document makes it quite clear that the intent of the Bureau of Consumer Financial Protections efforts concerning post-forbearance mortgage settlements is to keep homeowners in their homes. Both XXXX and the Bureau of Consumer Financial Protection have worked very hard to make it relatively easy for mortgage servicers to find solutions to help homeowners coming out of forbearance avoid foreclosure and stay in their homes. 

ISSUE # 2 : I have been attempting to set up a line of communication, using e-mail, with the Dedicated Loan Specialist at Mr. Cooper whom I have been told is my only path to obtaining a post forbearance remedy.

This is the methodology that Mr. Cooper uses to isolate Mr. Coopers customers desperately seeking post-forbearance relief. In my opinion, based upon my ongoing dealings with Mr. Cooper, these insulated Dedicated Loan Specialists are being used to mislead borrowers seeking post forbearance remedies and limiting the options that are available to them in an attempt to force borrowers seeking post-forbearance remedies to accept a post-forbearance solution that may or may not relieve the customers financial and personal pain and suffering but will almost always result in Mr. Cooper profiting from the borrowers pain and suffering. 

Mr. Cooper has been refusing to provide me with an e-mail address so that I can open a dialogue with their Dedicated loan Specialist that includes a written record of our post-forbearance discussions. I have explained to Mr. Cooper that I want to use e-mail to discuss my post forbearance options and obtain the documents because I want to have a written record of our discussions.

In my opinion, this is necessary because Mr. Cooper appears to have a reputation for cheating, misleading, and preying upon borrowers. By requiring Mr. Coopers Dedicated Loan Specialist to reduce what they have to say to writing, will create an easily accessed permanent record of my post forbearance discussions with the Mr. Cooper Dedicated Loan Specialist if I need to seek regulatory assistance and if regulatory oversight and intervention becomes necessary, eliminate any possible misunderstandings, speed up the process, and inhibit any suspect behavior from occurring. By requiring Mr. Coopers Dedicated Loan Consultant to reduce their comments and negotiations to writing, this will also create a permanent record that can be used if litigation becomes necessary. 

Based upon my previous dealings with Mr. Cooper and the hundreds, perhaps thousands of comments that I have read about Mr. Coopers predatory, dishonest practices, I am very concerned that I might lose my house due to the predatory nature of this company.

During the past several months, I have made many requests for the e-mail address of the Mr. Cooper Dedicated Loan Specialist, assigned to my account. After revisiting this matter for more than a month and receiving evasive messages from Mr. Cooper employees, that never ended with my receiving an e-mail address for Mr. Coopers Dedicated Loan Specialist, I finally received an answer from Mr. Coopers Vice President, Associate General Counsel. XXXX XXXX XXXX. In her XX/XX/2021 e-mail message to me, XXXX XXXX stated : We are not required to provide you with an e-mail address for a Dedicated Loan specialist ( CA Civil Code sections 2923.55, 2924.9, and Continuity of contact requirements under 12 CFR 1024.40 ). We are required to provide you with the name and phone number, which you already have. Her name is XXXX XXXX and she can be reached at XXXX. Our records show that XXXX is the investor on your loan and therefore the loan options available are dictated by their requirements. 

It appears that Ms. XXXX was throwing these red-herring state and Federal Codes at me in an attempt to muddy the proverbial waters with these State of California and Federal Code sections that do not support her argument against providing me with the e-mail address of the Dedicated Loan Specialist that Mr. Cooper requires me to conduct my negotiations about my post forbearance remedies with. Not one of the three State of California or Federal Code sections presented by Ms. XXXX to support her refusal to provide me with the e-mail address of the Dedicated Loan Specialist discusses or refers to online communications between a borrower and a lender. 

On XX/XX/2021, after receiving a reply from me to her red-herring message stating that I was not satisfied with her response and intended to continue pursuing the e-mail message matter, Mr. XXXX Associate General Counsel XXXX stated that she was not sure what else I would like in writing or why this is an issue and that Mr. Cooper records all calls so records exist. She still didnt provide me with the e-mail address of the Mr. Cooper, Dedicated Loan Specialist.

In my reply to Ms. XXXX, I told her that Mr. Cooper having sole possession of the phone conversations between myself and the Dedicated Loan Specialist, doesnt provide me with a copy of the phone conversations. Also, by having a written record of communications between myself and the Mr. Cooper Dedicated Loan Specialist, I have immediate access to an exact record of the discussions in case I need to file a complaint with a State of California or Federal regulatory agency against Mr. Cooper. 

During my e-mail exchange with Ms. XXXX, she refused to provide me with Mr. Coopers forbearance policies or procedures without subpoena or discovery request. This is an important fact because it shows that if I did not have an e-mail message record of my post forbearance discussions there would only be a recording of the calls between myself and Mr. Cooper that were only in Mr. Coopers possession. Mr. Cooper would refuse to make these recordings of my conversations with Mr. Coopers Dedicated Loan Specialist available to me unless I did so with a subpoena or discovery request. In addition, there is no way to ensure that a company like Mr. Cooper, with a reputation for engaging in predatory, consumer-unfriendly practices, would not tamper with or destroy said recordings of the telephone conversations between myself and Mr. Cooper 's Dedicated Loan Specialist. Therefore, it is imperative for me to be able to discuss something as important as post-forbearance discussion using e-mail so that I have a permanent record of the discussions and to reduce the probability that the Mr. Cooper Dedicated Loan Specialist will engage in any type of unethical or even illegal behavior knowing that each word they write is recorded.

Mr. Cooper is a rogue organization that, in my opinion, has no business being in such a powerful, even life and death position where they can damage and destroy the financial well-being of their customers and, in many cases, leaving said Mr. Cooper customers homeless. Nationstar Mortgage LLC, d/b/a Mr. Cooper is the proverbial wolf wearing sheeps clothing in the henhouse. Not unlike cancer, the plague, COVID-19 and other opportunistic viruses, germs, and bacteria humans have been battling throughout our existence, we have also had to deal with misanthropic, opportunistic, predatory, destructive organizations created by the jackals among us, such as Nationstar Mortgage LLC, d/b/a Mr. Cooper.

By analogy, the type of predatory, opportunistic, destructive organization like Nationstar Mortgage LLC, d/b/a Mr. Cooper is not unlike the wolf in the Three Little Pigs Story. In this story, " The Three Little Pigs '' build three houses of different materials. A Big Bad Wolf blows down the first two pigs ' houses, made of straw and sticks respectively, but can not destroy the third pig 's house, made of bricks.

For most borrowers whose mortgage loan is in forbearance, their only defense against predators like Nationstar Mortgage LLC, d/b/a Mr. Cooper is the strength of the government protections, laws, and regulations in place and their strict enforcement by government regulators and law enforcement. Intelligent, dedicated oversight and enforcement of the law is necessary to protect innocent, hard-working consumers from the wolves of this world who stalk and prey upon consumers. We can choose to build a house of regulatory and legal brick that these wolves can not blow down or we can allow the ethics compromised attorneys in their employ to blow down a regulatory and legal house of straw with their lies and deceptive practices used to protect their predatory employers. 

The job of protecting Americas consumers from these predators is yours. Please give us hope and reason to believe that our government is protecting us from these modern era predators.

Company response to consumer: Closed with explanation