Consumer complaint received 2025-05-09 00:00:00
Product: Mortgage — FHA 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: FL

Complaint narrative:
Re : Mr Cooper/Nationstar Mortgage Lender XX/XX/XXXX Good morning, I am writing to formally request urgent intervention regarding the unjust and ongoing mismanagement of my mortgage by Mr. Cooper/Nationstar Mortgage Co. 

As a rightful and legal owner of my property, Im experiencing severe financial distress and undue hardship due to the companies, continued refusal to recognize my ownership, communicate with me about reinstating my loan, or provide reasonable assistance in allowing me to resume my mortgage payments following my XXXX  XXXX bankruptcy dismissal. Despite multiple attempts to provide Mr. Cooper with extensive legal documentation, including a quick claim deed, court order documentation, and a legal settlement, confirming my soul ownership of the property.- the company continues to deny my ability to reinstate my mortgage. I originally signed the mortgage contract alongside my ex-husband, following a catastrophic event in which our home burned down back in XXXX So after the loss of home we obtain a new manufactured home, I was fully involved in the mortgage agreement. However, Mr. Cooper/Nationstar Mortgage now , wrongly claims that I am not recognized on the loan, despite my repeated submissions of proof. 

Since filing for XXXX  XXXX, bankruptcy and still in bankruptcy since XXXX, I have been effectively held captive in this financial predicament, fearing dismissal due to the companies refusal to work with me. I am not seeking to borrow more money-I am simply asking to resume making my mortgage monthly payments and ensure my mortgage is properly reinstated so I can continue to maintain my home. 

Furthermore, the company has imposed an unreasonable demand that I pay over XXXX upfront before reinstating my loan, refusing to work with me on a repayment plan or to roll the amount into the loan balance. 

This prolonged injustice has severely impacted my health, financial stability, and ability to make necessary home repairs. Additionally, I should not have to fight to be recognized simply because I am a senior XXXX woman, nor should I be subject to such discriminatory treatment in trying to resolve this matter. 

Please, I urge your office to investigate this matter immediately and take action against Mr. Cooper/Nationstar Mortgage Co for their blatant disregard from my rights. I am requesting that your agency enforced the reinstatement of my mortgage loan based on the legal evidence I have provided and hold Mr. Cooper accountable for their failure to act in accordance with fair consumer protections. 

Please inform me of any available, senior and elder protection programs in the state of Florida that may also assist me and navigate the situation further. I am relying on your support to ensure that justice is served and that I am granted the fair treatment. I am entitled to as a mortgage-holder and homeowner. 

I appreciate your prompt attention to this urgent matter and look forward to your swift response. 

Sincerely,

Company response to consumer: Closed with explanation