Mortgage -- Trouble during payment process -- Complaint #16711200
Complaint Overview
Complaint ID: 16711200
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Loan sold or transferred to another company
State: Michigan
ZIP Code: 48322
Date Received: 2025-10-20T12:00:00-05:00
Date Sent to Company: 2025-10-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Company : Mr. Cooper ( Nationstar Mortgage LLC ) Product : Mortgage Issue : Improper mitigation handling, missing documentation, and unauthorized credit inquiry. What happened While my mortgage was serviced by Mr. Cooper, I was repeatedly asked to resubmit assumption and mitigation paperwork XXXX times, with no resolution. During that period, they continued to charge late fees while claiming they had not received documents. After I threatened legal action, they refunded {$250.00}, removed a few fees, and pushed my account forward but they refused to complete the loan assumption, leaving my deceased mothers name on the loan. She passed away in 2022, and their refusal has made it impossible to clear title or fully assume the loan. In addition, in XX/XX/year>, a representative named XXXX XXXX attempted to originate an unauthorized refinance for {$100000.00} without my consent. I never signed any documents, yet a hard credit inquiry appeared and my credit score dropped significantly. This was an unauthorized credit pull and improper origination attempt under the Fair Credit Reporting Act.
Frequently Asked Questions
What is Complaint #16711200 about?
Complaint #16711200 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-10-20T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.