Consumer complaint received 2025-07-23 00:00:00
Product: Mortgage — VA 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:
( Original complaint number XXXX ) Summary of Complaint I am filing this complaint to report significant servicing violations and deceptive practices concerning my mortgage loan currently serviced by Nationstar Mortgage LLC d/b/a Mr. Cooper ( Nationstar ). These issues have caused financial uncertainty, emotional distress, and raise concerns about Nationstars compliance with federal and state servicing requirements. 

Additionally, I am deeply disappointed in CFPBs prior handling of my earlier complaint. Despite Nationstar providing incomplete and generic responses that failed to address my specific concerns, CFPB closed the case without requiring the servicer to provide the information I requested. This has left me exposed to continued harm and foreclosure proceedings. 

Key Issues Raised 1. Failure to Timely Respond to QWR/DVL Nationstar failed to fully resolve my Qualified Written Request ( QWR ) and Direct Verification Letter ( DVL ) inquiries regarding loan ownership and servicing errors prior to initiating foreclosure proceedings. Their responses included generic language without addressing specific requests for information.

2. Delayed and Expired Payoff Quotes Nationstar provided XXXX payoff quotes that all arrived after their respective good until dates had expired, obstructing my ability to act within deadlines and resolve the loan.

3. Premature Foreclosure Filing During Active Investigation Nationstar filed a foreclosure action on XX/XX/year>, while error resolution requests remained open. This dual-tracking violates the intent of RESPA ( 12 CFR 1024.35, 1024.41 ) and CFPB servicing rules.

4. Lack of Proper Notice of Foreclosure Filing I first learned of Nationstars foreclosure filing via unsolicited calls from law firms offering foreclosure defense services. When I initially checked the XXXX XXXX XXXX XXXX XXXX docket, no foreclosure case had been filed. Approximately XXXX days later, I confirmed the case. Nationstar never directly notified me of the foreclosure action. 

XXXX. Alleged XX/XX/year> Foreclosure Notice Nationstar claims to have sent a XX/XX/year> foreclosure notice. I never received this letter, and it was absent from discovery disclosures and correspondence provided to me. It first appeared only in Nationstars response to my prior CFPB complaint, raising concerns about the authenticity of this document.

Regulatory Violations Cited RESPA : 12 U.S.C. 2605 ; 12 CFR 1024.35, 1024.36, 1024.41 TILA : 12 CFR 1026.39 UDAAP ( Dodd-Frank Act ) : Unfair, Deceptive, or Abusive Acts and Practices CFPB Mortgage Servicing Rules
Consumer Harm Nationstars actions have caused significant stress, financial uncertainty, and forced me into defending a foreclosure that may lack proper legal basis. The lack of meaningful oversight in my prior CFPB complaint has compounded these harms. 

Supporting documents available on request Please note : A copy of this complaint has also been forwarded to the XXXX  Attorney General for their review and action.

Company response to consumer: Closed with explanation