Mortgage -- Trouble during payment process -- Complaint #5238565
Complaint Overview
Complaint ID: 5238565
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Kentucky
ZIP Code: 40503
Date Received: 2022-02-18T12:00:00-05:00
Date Sent to Company: 2022-02-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2022 I was notified by XXXX XXXX that the servicing of my mortgage was being transferred to Nationstar Mortgage ( aka Mr. Cooper ). On XX/XX/XXXX, Nationstar contacted my insurance company and had themselves changed to the lender on my policy with an effective date of XX/XX/XXXX. I have attempted to contact the new servicer several times through their website and phone system and am unable to make successful contact because they have no record of my loan or social security number. I am troubled that this loan is in limbo somewhere and that this a ploy to throw me into default. I made my XX/XX/XXXX loan payment to XXXX XXXX despite what their ( XXXX ) website said because there is absolutely no way to make contact with Mr. Cooper if they do not consider you to be a customer. I have even sent emails to their address for noncustomers only to have those go unanswered as well. I pride myself in paying my mortgages in a timely manner and do not appreciate the incompetency of both of these companies. Thank goodness I was not in the middle of selling the property and needed a payoff quote.
Frequently Asked Questions
What is Complaint #5238565 about?
Complaint #5238565 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-02-18T12:00:00-05:00.
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.