Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #7248773
Complaint Overview
Complaint ID: 7248773
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
State: Tennessee
ZIP Code: XXXXX
Date Received: 2023-07-13T12:00:00-05:00
Date Sent to Company: 2023-07-13T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have spent the last 2 years trying to get a loan modification through my current mortgage holder Mr Cooper. I have been stuck in a non stop repeat cycle, I fill out all paperwork and gather all documents requested, follow up and am told they have everything they need, then the next week I follow up the person that tells me they received everything is no longer available and that Im missing documentation that I confirmed they received the previous week. I then resend everything that Ive already sent and call to follow up and they say my application has expired and I have to start the process over again. After about 12 times of doing this I got fed up and complained and was transferred to the escalation department who tell me they will be my single point of contact and then they do the exact same thing, tell me they have everything they need and then the next week Im dealing with a new person once again telling me to start all over again and my single point of contact is never available or heard from again. Ive put in 9 requests in the past 3 months for a supervisor to contact me and not once have I been contacted by a supervisor. The last attempt I finally was able to get it sent to the underwriter but Mr Cooper Mortgage didnt include income that they requested and I sent and was confirmed it was sent. I then spoke to XXXX XXXX who told me all I had to do was send in an appeal letter and more check stubs from my wife. The next week I confirmed XXXX XXXX had everything she needed to which she agreed and stated she would follow up with me weekly. Then once again XXXX XXXX is not available just like my previous 5 single points of contact and XXXX speaking to someone new telling me I have to start the entire process over again. I truly believe this company has no intention whatsoever in attempting to do a loan modification and are following a script to keep customers in a never ending cycle until they can sell home out from under us.
Frequently Asked Questions
What is Complaint #7248773 about?
Complaint #7248773 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2023-07-13T12:00:00-05:00.
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.