Consumer complaint received 2025-08-01 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: CA

Complaint narrative:
Date : XX/XX/XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX. 
La XXXX, Ca XXXX Account Number : XXXX Email : XXXX To : Consumer Financial Protection Bureau XXXX : Complaint against Mr. Cooper/Nationstar Company Dear Sir/Madam , I am writing to formally lodge a complaint against Mr. Cooper/Nationstar regarding their loan XXXX practices. It has become increasingly evident that their process is designed in such a way that applications are automatically denied upon submission. 
Despite my repeated attempts to secure a loan modification, Mr. Cooper has denied each request, citing vague and inconsistent investor guidelines as justification. 
You, as CFPB, are well aware, that Mr. Cooper agreed to pay out over {$91.00} XXXX to consumers and state and federal regulators in order to settle allegations of misconduct in its servicing practices. 
The charges cover problems with loan modifications, foreclosures and mortgage insurance policy cancellations dating as far back as XXXX. 
Here is ANOTHER NATIONSTARS MORTGAGE SERVICING MISCONDUCT Case XXXX Document XXXX Filed XX/XX/XXXX This is a civil action filed jointly by the Attorneys General against Nationstar Mortgage LLC, d/b/a Mr. Cooper ( Defendant or Nationstar ) for alleged misconduct related to its servicing of single-family residential mortgage In section 19, In the course of Nationstars mortgage servicing activities, Nationstar engaged in the following unlawful acts and practice, it states : e. threatening foreclosure and conveying conflicting messages to certain borrowers engaged in loss mitigation ; f. failing to properly process borrowers applications for loan modifications ; g. failing to properly review and respond to borrower complaints ; I am complaining the Mr., Cooper loan modification process because The current alleged amount calculated and all the figures, including but not limited to starting principle amount, interest rates applied and amortization period are not consistent or correct as to EXACT LOAN AMOUNT TRANSFERRED FROM Countrywide Home Loans, the original lender, TO XXXX XXXX XXXX and to Specialized Loan Servicing and NATIONSTAR/MR XXXX XXXX NOW. These figures have to be corrected and certified before they start any new process or loan modification. 
Mr. Cooper keeps claiming and stating that XXXX Bank is the investor/owner/debtor and based on their GUIDELINES the loan modification was denied, but XXXX Bank is the XXXX XXXX the trust, only, not the investor or owner of the loan. Here is the title : XXXX XXXX XXXX XXXX XXXX XXXX XXXX in trust for the benefit of the Certificate holders Asset-Backed Pass-Through Certificates, Series XXXX Also, on Friday, XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX Bank sent me an email XXXX XXXX Dear XXXX XXXX : This email responds to XXXX email of XX/XX/XXXX. 
Pursuant to the Governing Agreements that govern the XXXX, the Trustee has no beneficial ownership interest in the mortgage loans included in the XXXX and holds legal title to the loans for the benefit of the Trusts certificate holders. 
XXXX Bank has nothing to do with the day to day operation and or loan modification and have no guidelines or workbook or worksheet. 
XXXX Bank has its own major issues as well. Please pay your utmost attention to the following : On XX/XX/XXXX, The United States Department of Justice and XXXX Bank XXXX, as well as its current and former subsidiaries and affiliates ( collectively XXXX Bank ), have reached an agreement resolving claims arising from XXXX Banks marketing, structuring, sponsorship, arrangement, underwriting, issuance and sale of residential mortgage-backed securities ( XXXX ) during XXXX. 
Mr. Cooper never mentioned this settlement and possible remedies available to me and all homeowners affected, In the subject settlement it is mentioned : Those facing underwater mortgages or distress between roughly XXXX ( multi year period ) could have benefited from relief programs administered under DOJ and state programs The DOJ settlement is a $ XXXX package with $ XXXX in civil penalties and $ XXXX in consumer relief. 
XXXX Bank agreed to fully cooperate with ongoing federal investigations ; XXXX of the XXXX XXXX regarding XXXX relief programs included Mortgage forgiveness and forbearance for residents. 
Mr. Cooper never offered this to me in order to help with loan modification either. 
We request that you investigate all these issues to be in accordance with Federal and State laws, California Homeowners Bill of Rights, National Mortgage Settlement, Consumer Financial Protection Bureau and the New Mortgage Servicing Rules and Standards. 
I kindly request your intervention to address this matter immediately with Mr. Cooper and have them to consider a standard loan modification like all other servicers and stop ALL their foreclosure activities. 

Sincerely Yours, XXXX XXXX

Company response to consumer: Closed with explanation