MR. COOPER GROUP INC.


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"Products" offered by MR. COOPER GROUP INC. with at least one, but usually more complaints:

Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Consumer Loan - Installment loan
Credit card - Store credit card
Credit card or prepaid card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose prepaid card
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting or other personal consumer reports - Other personal consumer report
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Credit card debt
Debt collection - I do not know
Debt collection - Mortgage debt
Debt collection - Other debt
Debt collection - Payday loan debt
Debt or credit management - Debt settlement
Debt or credit management - Mortgage modification or foreclosure avoid
Money transfer, virtual currency, or money service - Check cashing service
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Money order
Money transfer, virtual currency, or money service - Refund anticipation check
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Manufactured home loan
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - USDA mortgage
Mortgage - VA mortgage
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Student loan - Federal student loan servicing
Student loan - Private student loan

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Complaint ID: 8103700

Date Received: 2024-01-05

Issue: Trouble during payment process

Subissue: Escrow, taxes, or insurance

Consumer Complaint: Hello, thank you for reviewing my new issue. Mr. Cooper is trying to raise my Escrow over $ XXXX this year yet my insurance, my taxes and my monthly FHA insurance is staying the same. It's unbelievable. Even my insurance company, XXXX XXXX, says it's ridiculous yet they have no answers as to why Mr. Cooper could do such a thing. Mr. Cooper is now asking me for over $ XXXX. for my Escrow payment. That's $ XXXX! Yet my insurance is $ XXXX annually, my taxes are $ XXXX annually and my FHA Insurance payment is {$1200.00} annually. That total tallies up to just $ XXXX. Something is going on with Mr. Cooper, this is plain wrong and they are just trying to raise my Escrow for some ridiculous reason and won't give me any answers. I also asked them why I won't be getting an Escrow return back even though I paid an extra {$1000.00} in XXXX for my Escrow and they have no response. This is a clear indication that the lender Mr. Cooper is doing something very suspicious. It's as clear as day. Raising my Escrow $ XXXX from one year to another, come on. $ XXXX + $ XXXX + $ XXXX + $ XXXX it's nowhere near $ XXXX that they're projecting. I'm upset.

Company Response: Company believes the complaint provided an opportunity to answer consumer's questions

State: FL

Zip: 32904

Submitted Via: Web

Date Sent: 2024-01-05

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8102231

Date Received: 2024-01-04

Issue: Improper use of your report

Subissue: Reporting company used your report improperly

Consumer Complaint: Nationstar Mortgage LLC AND Mr. Cooper was involved in a data breach i also opted out of Mr. Cooper and Nationstar Mortgage LLC sharing Information with 3rd Party non Affiliates several months back in a prior complaint that they responded to and this data breach shows they are still sharing information upon my opt out they are in Violation of Thr Privacy act of 1974. No agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains [ subject to 12 exceptions ]. 5 U.S.C. 552a ( b ) This Data breach has caused Harm to me with my personal identity and bank account information being leaked during this breach. Your company is in violation of the FCRA and XXXX Compliance and reporting violation. 15 USC 1681a ( d ) ( 2 ) ( A ) ( i ) ( 2 ) EXCLUSIONS.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ;

Company Response: Company believes it acted appropriately as authorized by contract or law

State: PA

Zip: 173XX

Submitted Via: Web

Date Sent: 2024-01-04

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8095822

Date Received: 2024-01-03

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue: Trying to communicate with the company to fix an issue with the application process

Consumer Complaint: Mr. Cooper has not supplied a copy of my mortgage - asked in several formats with zero response. Further, Cooper claims they are waiting for me to return a settlement I rejected in XX/XX/2023. This is a lie. They have been told in print over and over that their settlement is garbage. They can return this one.

Company Response:

State: WI

Zip: XXXXX

Submitted Via: Web

Date Sent: 2024-01-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8094035

Date Received: 2024-01-02

Issue: Problem with a company's investigation into an existing problem

Subissue: Their investigation did not fix an error on your report

Consumer Complaint: I received a call regarding my prior complaint from XXXX. According to XXXX, Nationstar is servicing a loan on behalf of rightpath servicing, and XXXX does not know if I am on a new note which I never signed. I received a foreclosure letter with XXXX listed, but the letter did not come from XXXX, I was told. The Current mortgage is with Nationstar and rightpath, i was told by XXXX, but, they do not know who owns the loans. Nationstar stated that a private investor owns the loan and that this private investor will not speak with me to work it out. I never received contact information for the current lender from rightpath. As of today, XX/XX/XXXX On the settlement statement its only XXXX XXXX name and XXXX said that they would download the original documents to their website for me and my attorney to review. The Mortgage deed has both names, according to XXXX XXXX CEO office will send the documents to XXXX for me. The lender has to talk with me if Im on the mortgage, XXXX said. Im on the deed. Im on the title. And all other documentation when the loan was taken out will be sent to me .He doesnt know if there is another note out there. They have info from XXXX. Im not on the note. The only note he could find shows XXXX XXXX only. That was sent to me.

Company Response:

State: NY

Zip: 10024

Submitted Via: Web

Date Sent: 2024-01-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8093983

Date Received: 2024-01-02

Issue: Trouble during payment process

Subissue: Escrow, taxes, or insurance

Consumer Complaint: My issue is a continuous foul up on the Mortgage company ( Mr. Cooper ) and escrow department ( XXXX ) that started XX/XX/XXXX and continues through today XX/XX/XXXX. According to my closing documents my escrow is to my property taxes annually at the end of each year. My spouse is a 100 % XXXX veteran and due to the state of Wisconsin laws they do not do a tax exemption per VA benefits, instead Wisconsin does a tax credit. This means in order for me to get my credit back, we must pay our taxes by the last business day of the calendar year. Also my municipality as well as my county, do not and can not accept electronic payments, payments must be in form of a check. Mr. Cooper as well as XXXX have been notified in writing and verbally by my self and both municipalities of this issue, yet each year it has been sent electronically! This has caused us to miss due dates and financial hardships in the past! ( XX/XX/XXXX ) then someone in the escrow department within Mr Cooper issued an escrow refund to us {$2400.00} XX/XX/XXXX for what I was told was an escrow overage and anything over {$50.00} had to be refunded and I was assured that we would have enough in escrow to cover property taxes at the end of the year, but come XX/XX/XXXX we were short in escrow exactly {$2400.00}. Our taxes were initially paid electronically XXXX but I caught it and they reversed the electronic payment and overnight payment XX/XX/XXXX in the form of a check. Due to the payment mishap we had a deficit in our escrow that Mr Cooper added to our current mortgage/escrow payment causing another deficit ( {$1200.00} ) for the XXXX tax payment which also was paid electronically XX/XX/XXXX {$5000.00} and when I tried to get them to correct it and again explain the veterans tax credit/payment due date , they lied about the payment, when it was sent, how it was sent, refused to provide my municipality or myself check numbers etc. then on XX/XX/XXXX I was told Mr. Cooper mailed a check yet again no check number amount etc is given, yet my municipality has not received payment, So to meet the due date guidelines of the last business day of XXXX being XX/XX/XXXX I just paid the full tax bill myself {$5000.00} and then XX/XX/XXXX a check # XXXX {$5000.00} was overnighted to my municipality ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ) now my current escrow account is negative {$6200.00}! Now due to-the negative balance I am being told they can not close my escrow account therefore I am still obligated to pay my P & I payment plus escrow to avoid late fees and penalties as I was told if they received an incorrect payment they would hold it. Due the incompetence, stress from the inconvenience and lack of integrity I have asked on several occasions to correct this mistake made by the mortgage company and escrow group with no action apologies or corrections! An attorney suggested I contact the CFPB as well as my senator office and my veterans office. All of which I have done and still not corrected!!

Company Response:

State: WI

Zip: 541XX

Submitted Via: Web

Date Sent: 2024-01-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8093967

Date Received: 2024-01-02

Issue: Trouble during payment process

Subissue: Escrow, taxes, or insurance

Consumer Complaint: In my state, property taxes can be paid semi-annually or annually. If paid annually, an early payment discount is applied. If paid semi-annually, a penalty is applied and there is no discount. My mortgage was originally set up on a semi-annual payment method, but in XXXX XXXX XXXX, via chat with a Mr. Cooper agent before the property tax deadline in Maryland, I requested that my property tax be paid annually instead of semi-annually per language in my mortgage contract. At this time I was told Mr. Cooper is not able to pay Maryland property taxes annually, but that any difference in the total amount charged between annual and semi-annual would be refunded to my account. Indeed, their website says " Some tax authorities even offer 'early payment discounts. ' If youre eligible for these, well always try make your payments in time to get them. If, on the off chance, we miss the discount deadline, well cover the difference and reimburse the missed discount amount into your escrow account. '' So, I took Mr. Cooper on their word and did not insist that my taxes be paid annually as a legal option of my mortgage. Mr. Cooper proceeded to pay my property taxes semi-annually ( in XXXX and XXXX ), but did not proceed to refund my escrow account for the early payment discount. Instead, the entire semi-annual amount was debited which includes the semi-annual payment service fee. I brought this issue up on XX/XX/XXXX via online Chat with a Mr. Cooper agent, and was directed to email XXXX to resolve the issue. I did ( see attached email ), and attached a copy of my property tax bill showing the service fee ( also attached below ). I was told that this issue would be resolved in XXXX business days. On XX/XX/XXXX ( XXXX business days later ), I called to follow up and was told my request was denied because the chat agent entered a " vague '' ticket. Therefore, due to an internal mistake by a Mr. Cooper agent, I was told to wait until XX/XX/XXXX. On XX/XX/XXXX, a Mr. Cooper agent did call me, and informed me that the new request was denied without reason. The agent did say a new ticket would be filed, and I would be updated in XXXX business days. This is when I decided to file a complaint as this whole process is taking an extraordinary amount of time and effort on my part to enforce a basic clause of my mortgage agreement.

Company Response:

State: MD

Zip: 212XX

Submitted Via: Web

Date Sent: 2024-01-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8093196

Date Received: 2024-01-02

Issue: Trouble during payment process

Subissue: Escrow, taxes, or insurance

Consumer Complaint: Company has failed to make XXXX year property and school district taxes, refunded money to me out of my escrow without an explanation, township and school district put a lien on my property, are suing me, and are threatening to sell my home for nothing I did wrong. They recalculated my escrow and are now demanding additional XXXX dollars a month to put into escrow to cover their costs of not paying property or school district taxes

Company Response:

State: PA

Zip: XXXXX

Submitted Via: Web

Date Sent: 2024-01-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8092343

Date Received: 2024-01-03

Issue: Trouble during payment process

Subissue: Escrow, taxes, or insurance

Consumer Complaint: Nationstar Mortgage, dba Mr Cooper had paid the wrong insurance company for my XXXX mortgage insurance. The correct insurance was eventually paid, but after the refund and adjustment my escrow is now short {$5000.00} and I inquired where the monies over what was paid went. In the 27 days my first inquiry I have not heard from the Mr Cooper company nor have they returned my calls/.

Company Response:

State: OH

Zip: XXXXX

Submitted Via: Web

Date Sent: 2024-01-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8092270

Date Received: 2024-01-03

Issue: Trouble during payment process

Subissue: Loan sold or transferred to another company

Consumer Complaint: On XXXX XXXX XXXX XXXX Management after a data breach class action lawsuit was sold to Rushmore Servicing or Mr Cooper. I had already gotten an email in XXXX on the XXXX ( as I had all year ) that payment was applied for XXXX XXXX by the XXXX Assistance XXXX. The XXXX XXXX website said all other payments thereafter wil be transferred to new servicer within the time frame. LIkewise the new servicer Mr Cooper or XXXX servicing said they would indeed forward all payments and credit to loan and abolish fees within the given time on their website. Their fax number however was disconnected/ to fax or call. The complaint is that the new servicer Rushmore Servicing has stipulated unreasonable excuses for not processing prior payements on the loan; lacking in a timely manner such as now taking more than 3 months of time causing the loan to have been moving into Foreclsoure threat letter by them. No excuses for mortage servicer are the following : -Failing to properly show or investigate payments for XXXX XX/XX/XXXX in old loan servicer -Failing to timely and accurately apply payments made by borrower through Home Assistance Fund. One with receipt by consumer XXXX XXXX payment ( email confirmation ) by former servicer before transfer. Case in point :,. XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX, FL XXXX YOUR INFO LOAN NUMBER : XXXX CASE NUMBER : XXXX REFERENCE : XXXX PROPERTY ADDRESS : XXXX XXXX XXXX XXXX, FL XXXX Rushmore Servicing Mr Cooper as a response to my complaint admitted getting the XXXX payment, in writing to CFPB on XX/XX/XXXX as confirmed to me by HAF, yet Rushmore did not process admitting, " Payments in the amount of {$660.00} each posted to the account on XX/XX/XXXX, and XX/XX/XXXX, prior to the servicing transfer ; however, we are unable to determine the source of these funds. The enclosed Rushmore Servicing Transaction History shows that no payments have been received since the servicing transfer. '' XXXX was documented and should have been credited immediately, in preventing foreclosure before other payments were transferred. I called CFPB and read it again with XXXX your associate, who agreed with me. Therefore RS /Mr Cooper failed to service transferred loan in three months providing misleading information in response to consumer complaints to Consumer Protection Agency after admitting a payment in XXXX came was not processed since they did not know where it came from yet posed that they have a close alliance with HAF ( who made the payment. ) -Did not do timely diligent reserach as to where tthree of the HAF payments were and if prior servicer processed it to timely relay it to Fennell Account XXXX Thus pursuing more avidly a foreclosure set for XX/XX/XXXX in a letter, than processing funds from the government for the loan. -- Rushmore or Mr cooper failed to effectively assist, and in fact impeded with delay tactics and denial of processed payments, homeowner trying to save home. Rashly given in writing as an answer to CFPA reason for not processing XXXX payment of prior servicer w excuse of " not knowing where it came from. ", not researching but instead sending a letter of no payment for XXXX. Engaged in illegal foreclosure practice Thus borrowers are protected from delayed behavior like this that puts them in danger of losing their homes.Seeing online the large volume of mortgage servicing Mr Cooper Rushmore has quickly acquired in this recent year. consumer protections, including how it manages transferred loans with this loan is missing my funds and taking time. The last item is that I was told, " In order for you to be reviewed as a possible Successor-in-Interest to the subject property, we need a copy of the death certificate ( s ) of the mortgagors and a recorded document showing that the mortgaged property is part of the trust. '' I faxed all the needed information to ( XXXX ) XXXX as given by XXXX in service center with documents she told needed : dribversllicense XXXX death certificates acceptance of trust reciept from prior servicer of XXXX XXXX payment.

Company Response:

State: FL

Zip: 32926

Submitted Via: Web

Date Sent: 2024-01-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8090085

Date Received: 2024-01-02

Issue: Struggling to pay mortgage

Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li

Consumer Complaint: Per Mr. Cooper representative, XXXX XXXX, XX/XX/XXXX @ XXXX mortgage payments in Forbearance will be added to the end of the loan. XXXX said someone will reach out to me before Forbearance ends to discuss whether I need to continue Forbearance or can resume payments and all missed payments would then be added to the end of the loan. Now that the Forbearance has ended Mr. Cooper is saying payments can not be added to the end of the loan and my investor does not allow modifications. Mr. Cooper did this same thing to me during the height of COVID and on XX/XX/XXXX was found by XXXX to likely have violated the Consumer Loan Act of deceptive practices. Also, Mr. Cooper has started the foreclosure process and on the FORECLOSURE LOSS MITIGATION form - Declaration Pursuant to XXXX XXXX- they taped to my door, a box was checked saying they contacted me to assess the borrower 's ability to pay and the borrower responded but did not request a meeting. This is false. The only correspondence I received from Mr. Cooper regarding my ability to request a meeting was in XXXX of XXXX. So I sent a letter via certified mail with a return receipt requesting said meeting and never received a response from Mr. Cooper and so the meeting was never granted even though someone from Mr. Cooper signed the return receipt acknowledging receipt of my request.

Company Response:

State: WA

Zip: XXXXX

Submitted Via: Web

Date Sent: 2024-01-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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