Mortgage -- Trouble during payment process -- Complaint #6158300
Complaint Overview
Complaint ID: 6158300
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Washington
ZIP Code: XXXXX
Date Received: 2022-11-02T12:00:00-05:00
Date Sent to Company: 2022-11-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This problem started about six years ago, I have a mortgage with Mr. Cooper. my house was damaged by a landslide caused by the city I live in, I got a hold of Mr. Cooper and Mr. Cooper refused to help me in anyway, I was getting the runaround with Mr. Cooper. They advised me to stop making payments, the only way that they can do anything for me if I stop making payments, I didnt have a choice but to stop making the payments so I can get their attention, once I stop making the payments they started foreclosure process and they refuse to help, After negotiating finally after three bad faith against Mr. Cooper I was able to get the loan modification done. It was not a fair negotiation but after making my payment now for over a year on time never been late before the foreclosure and for the last year I have been making my payment on time. Now my insurance company canceled me because of the claim I have on my insurance, Since my loan modification I was promised to have access online to see my account and to be able to track my payments and receive also a mortgage statement. I have not received a mortgage statement for the last year since my loan modification or access online to know how much Im paying or how much I owe or whats my escrow balance, I have been trying to get another insurance and I finally found XXXX they will ensure my house, I give XXXX all the information for Mr. Cooper and the loan number Mr. Cooper refused to communicate with XXXX to give them any information so I can get insurance on the house now Im left with no insurance and no statement to provide XXXX so I can have insurance on my house and Mr. Cooper is threatening to add insurance on my house, if I have a statement for my mortgage I will be able to provide to XXXX so I can get my insurance started but I dont have that either, when I call Mr. Cooper on the phone to get any information on my loan they refuse to give me any information on my loan, they refused to give me any information on my loan and I have been making my payments on time since my loan modification I cant get anyone to talk to me on the phone. Thank you for your help
Frequently Asked Questions
What is Complaint #6158300 about?
Complaint #6158300 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-11-02T12:00:00-05:00.
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.