Mortgage -- Struggling to pay mortgage -- Complaint #6335454
Complaint Overview
Complaint ID: 6335454
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
State: New Hampshire
ZIP Code: 030XX
Date Received: 2022-12-18T12:00:00-05:00
Date Sent to Company: 2023-01-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My issues started when my mortgage company was Mr cooper and I signed up for their covid forbearance program for the 3 months XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I returned to work and called Mr Cooper multiple times, each time I was told that they were working on the resolution of my program and it would be fixed within 30 days. It was never fixed. I made each and every payment after my three month forbearance on time and sent extra each month. I was told my payments would return to normal and the three months I did not make a payment would be attached to the end of my loan extending it. I started to get demand letters from Mr Cooper XX/XX/XXXX, I also received a deferral agreement for the past due amount dated for the same date. They reported me to the credit beaure twice. I spoke with a representative each time I received a letter. They transferred my mortgage to Right path XX/XX/XXXX without this issue being resolved and had to start all over with them explaining I have never been late on payments that I did the forbearance program. I couldn't get through to a person because the automated phone said I wasn't a customer. I emailed them on XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I spoke to a representative named XXXX and another XXXX in Florida on XXXX. Without a resolution. On XXXX I received a letter from Mr Cooper stating their demand letters were in error. They made a modification of my payments and lowered them to XXXX for the last three months. I explained to the representative that I did not need or want my payments lowered that I have not been late on a payment yet and send extra. She said I had no choice If I wanted this issue fixed so I agreed. When I look it says modifications of payments is complete and they will have sent me documents in ten days this has been almost three weeks and I have not received documents and my account on the web site says I am still behind in payments. Plus there are unapplied funds every month that I don't understand ranging from XXXX to XXXX. When they transferred my mortgage from Mr Cooper to Right path all my online communications were gone. I'm not sure what to do with this mortgage company but feel I need someone to help me resolve this issue because the right hand does not know what the left is doing in their company and they are now effecting my credit.
Frequently Asked Questions
What is Complaint #6335454 about?
Complaint #6335454 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2022-12-18T12:00:00-05:00.
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.