Consumer complaint received 2025-08-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I am writing to file a formal complaint against Mr. Cooper for what I believe to be a deliberate and repeated mishandling of my loan modification application over a period of more than XXXX years. This mismanagement has caused significant financial harm, including an increase in my mortgage by over {$1500.00} per month, due to the addition of approximately {$130000.00} in fees and interest, 3 years of refusing to accept my payment and reporting me delinquent, and constant harassment about foreclosure or short sale. 

The core of my complaint is that the company repeatedly failed to properly process my application, using a series of unfair practices that led to my application being denied or timed out. I believe these actions were designed to force me into a higher interest rate. 

Here is a summary of the events that transpired : * * * Initial Denial on a Pretext : * * I first submitted my completed loan modification paperwork, which was signed and notarized. The company denied the application, claiming my signature was " wrong. '' This was a baseless claim, as the document was properly notarized. 

* * * Systemic Paperwork " Timing Out '' : * * After the initial denial, I resubmitted my application multiple times. On at least XXXX separate occasions, my application was closed because the company claimed it had " timed out. '' During each of these periods, I was repeatedly asked to submit the same documents, such as my ELS ( Earnings and Leave Statement ), even after receiving confirmation that they had been received. This constant re-requesting of the same documents was used to justify the closing of my file, forcing me to restart the entire process each time. 

* * * Absence of a Single Point of Contact ( SPOC ) : * * My designated " point of contact '' was frequently changed without notice. This resulted in a lack of consistent communication and a failure to get updates, which directly contributed to my application timing out and files being lost. My paperwork was often " never found, '' forcing me to resubmit and restart the clock on the modification process. 

* * * Deceptive Practices Leading to Denial : * * In one instance, after my application was approved, a company representative called me and insisted I change my application to reflect a new form. This new form required me to list my property in a second location, which I had never done before. The company then used this " new '' information to deny my application, claiming I reported living in two houses. This appears to be a clear attempt to create a pretext for denial after the modification was initially approved. 

* * * Financial Consequences : * * As a direct result of these delays and mismanagement, my loan modification was not processed, and the company has since tacked on approximately {$130000.00} in fees and interest, and an additional 1 % point, resulting in my mortgage payment increasing by over {$1500.00} per month. This seems to be a punitive action and an unjust profit for the company after they failed to handle my application in good faith. 

I have documented all of my attempts to resolve this issue and have a record of every piece of correspondence and every phone call. I am requesting that the CFPB investigate these practices and hold the company accountable for its repeated violations of consumer protection laws, particularly those related to the proper processing of loan modification applications. 

I believe this company has violated regulations related to the timely processing of applications and has engaged in unfair and deceptive practices. 

Thank you for your attention to this serious matter.

Company response to consumer: Closed with explanation