Mortgage -- Trouble during payment process -- Complaint #5349138
Complaint Overview
Complaint ID: 5349138
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Colorado
ZIP Code: 804XX
Date Received: 2022-03-21T12:00:00-05:00
Date Sent to Company: 2022-03-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was on a forbearance plan that ended in XXXX. I was told by my mortgage company Mr. Cooper, that after they took my payment on XX/XX/XXXX, I would be able to resume my future mortgage payments as normal without penalty or harassment. Last week someone came to my house with a letter and Mr. Cooper is now demanding the full lump sum of the forbearance - over XXXX. I called Mr. Cooper and was on the phone all day on Monday XX/XX/XXXX. I spoke to XXXX, who transferred me to XXXX, who was reviewing my problem when she hung up and did not call me back. I then called and waited on hold another XXXX minutes before speaking with Ira XXXX at XXXX p.m. she was filing a request she said and would call me back on the XXXX or XXXX. She nor anyone ever called me back. Today - XX/XX/XXXX, I called and spoke to XXXX at around XXXX p.m. She could not connect me with Ira XXXX XXXX a supervisor and wanted to argue with me that I was owing all the money and was still saying I have to pay back the full lump sum. When I asked for the supervisor she said she could only have someone call me back. I asked if I would actually get a call back this time and she said yes. When I asked for someone that could help me get answers today, she put me on hold and then disconnected the call. I have not gotten a call back yet today and that was over an hour ago. I was told when I started this plan that my forbearance payments would roll to the end of my mortgage without penalty. I feel I am being stressed, harassed and lied to by this mortgage company. They tell you one thing and then do another, treating me like I am a derelict after taking payment. I have been in my home over 30 years. They are not giving me answers and passing the buck. Please help me.
Frequently Asked Questions
What is Complaint #5349138 about?
Complaint #5349138 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-03-21T12:00:00-05:00.
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.