Consumer complaint received 2025-10-24 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: TX

Complaint narrative:
Background I had a previous complaint where Mr. Cooper was actively obstructing my means to make a minimum payment by means of disabling the payment option. As a result of reporting this misconduct to the CFPB and Texas XXXX, the ability for me to make minimum payments was restored on the site, and I have not encountered the obstruction since. I have also included this in my inquiry to Fannie Mae. However, this was just the start of my problems. I have never dealt with a mortgage servicer this malicious and incompetent before. My previous servicers were XXXX and XXXX. 

Denial of Assistance I put in a request for assistance due to unemployment on XX/XX/XXXX. I received a denial on XX/XX/XXXX. Why did it take so long? I have reached out to XXXX XXXX to see if it was actually their underwriting standards put in effect directly, or if Mr. CooperXXXX XXXX  algorithms also had an influence. I have to add XXXX XXXX  since they are now powering my mortgage experience. I have no idea what means, and XXXX XXXX  is mentioned nowhere on official letters from Mr. Cooper. Did Mr. CooperXXXX XXXX  interfere with my assistance request in any way by using their own algorithms or models? Additionally, I have tried to make a new request for assistance online and have not been able to submit the application. I have tried on XXXX different browsers, and have put in support tickets, which only get ignored. If this online option is buggy, it needs to be removed from the site. 

Missing Documentation I suspect there are several missing letters from my account. I base that on having received a disturbing letter where Mr. Cooper claimed to have not been able to contact me. I have received XXXX certified mail from Mr. Cooper or from XXXX XXXX  concerning inquiries on my request for assistance, only letters stating that I had a completed application. I have sent emails to my supposed XXXX, XXXX XXXX. He has not responded to any of my emails. I suspect there are missing documents from him, XXXX XXXX ( my previous XXXX ) or XXXX XXXX XXXX who supposedly corresponded to me but left no official records on my account. I want any documents these individuals created or modified concerning my account added to my customer account. I put in several support requests already on this issue and all were ignored. 

Xome With the prominent display of XXXX and the implied threat of foreclosure if I dont seek their services soon, I am increasingly of the belief Mr. Cooper is trying to force homeowners to sell to their platform by impeding requests for assistance. These taunting, abusive ads are an insult and should not be shown on customer accounts. I want these gone from my account. I have cleared them several times, and they keep coming back. 

This is by far the worst mortgage servicer I have ever dealt with. This company has been sued so many times for the same behavior, and they keep committing the same infractions over and over. Why are there no standards?

Company response to consumer: Closed with explanation