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: 8041762

Date Received: 2023-12-21

Issue: Struggling to pay mortgage

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

Consumer Complaint: At the beginning of XXXX I requested a loan modification from Mr. Cooper. Over the course of the year they have requested mutliple documents from me in addition to statement of explanations. I have provided the documents they requested as well as the statement of explanations but they continually requested updated documents. Finally when they accepted all my documentation on XX/XX/2023 I was advised by one of their representatives that it would be in underwriting for up to 30 days. On XX/XX/XXXX they denied my a modification after months of me submitting and resubmitting the documents they requested from me. It leads me to believe they have no interest in working with me trying to modify my loan and help me keep my home. I also notice on my XXXX mortgage statement and noticed there was a what they referred to as " Maintenance Fee '' in the amounts of {$200.00} and {$500.00} totally {$700.00}. I asked the representative what the charges were for and they did not have an answer. I subsequently spoke to another representative and she advised me it was for a utility ( water ) lien on my home. I could not understand why there would be a lien when my water bill is current. She sent me a screenshot of what was showing on her screen but it is illegible. I called my water company and they confirmed there was never a lien on my home. I call the City of XXXX XXXX and spoke with the tax department and they confirmed there hadn't been a lien on my home. I call the XXXX XXXX Municipal Authority and they said they don't put liens on homes. There was mention of my home being vacant which it has never been. I have confirmed multiple times with Mr. Cooper 's representatives that I occupied the residence. I also just received a letter dated XXXXXXXX from Mr. Cooper stating that I requested an appraisal along with the appraisal. I did not request an appraisal.

Company Response:

State: NJ

Zip: 07302

Submitted Via: Web

Date Sent: 2023-12-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8041523

Date Received: 2023-12-21

Issue: Trouble during payment process

Subissue: Payment process

Consumer Complaint: Mr. Cooper loan # XXXX Property Address - XXXX XXXX XXXX, XXXX, Minnesota XXXX Mailed Payment in a check payment # XXXX in the amount of {$50000.00} on XX/XX/2023 - payment was for the balance of the mortgage at that time. Check was not documented received by Mr. Cooper until XX/XX/2023 - and then they lost the check Made over 50 attempts through phone calls, web site messaging and email attempting to have the check applied to the mortgage In late XXXX, spoke with employee XXXX - indicating and confirming check was in the possession of Mr. Cooper - yet the funds were not applied On XX/XX/2023 - we received the check returned to us - mailed XXXX XXXX - Mr. Cooper stating check not certified - after approximately 75 days while they had the check in their possession Issued a new check last week for 89 % of the value of the mortgage - Mr. Cooper has confirmed receipt of new check - yet they still refuse to apply the check balance to the loan Currently receiving collections calls from Mr. Cooper - in addition to being charged late fees and accruing interest Attempted many times to resolve the additional fees - only to be told responses will come with in 5 business days - additional responses indicate they still haven't made a decision on the mortgage and will require additional 5 days - Hold times are in excess of 1hr - supervisors fail to return calls, messages go unanswered Will be filing a suit in small claims if this is not resolved in the next 48 hours

Company Response:

State: WI

Zip: 548XX

Submitted Via: Web

Date Sent: 2023-12-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8041302

Date Received: 2023-12-21

Issue: Took or threatened to take negative or legal action

Subissue: Seized or attempted to seize your property

Consumer Complaint: on XX/XX/, claimant received communication from Consumer Correspondence Department Rushmore Loan Management Services LLC, regarding the mortgage loan account referenced above. Consumer Correspondence Department Rushmore Loan Management Services LLC response was " Our office has reviewed its files and was unable to identify a Rushmore loan connected to the name, property address, or loan number provided ''. This willfully conduct to deprive claimant of freedom of life and privacy after knowing there was no contract or debt associated with private property or claimant is deceptive and unlawful. We demand public accountability and redress. Rushmore Loan Management Services LLC has engaged in this deceptive business conduct before. This theft of property without just compensation must never be tolerated and delt once receiving this claim and notice.

Company Response:

State: MA

Zip: 01605

Submitted Via: Web

Date Sent: 2023-12-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8040018

Date Received: 2023-12-21

Issue: Trouble during payment process

Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo

Consumer Complaint: This complaint is for providing knowingly false information by Customer Relations Specialists XXXX XXXX and XXXX XXXX, employees of RightPath Servicing while acting on their ( The Company 's ) behalf. In response letters dated XX/XX/2023 and XX/XX/2023, the Customer Relations Specialists mentioned, knowingly made false statements by claiming the XXXX master insurance policy for XXXX XXXX, provided by the borrower, does not provide insurance coverage equal to or in excess of an XXXX policy. This is a knowingly false statement as the Customer Relations Specialist was provided a SIDE BY SIDE image, a comparison of the XXXX master insurance policy and the XXXX policy purchased by RightPath Servicing . It CLEARLY shows the XXXX master insurance policy covers ALL of what is found ( insurance coverage ) in the XXXX policy purchased by the loan servicer, RightPath Servicing. The XXXX master insurance policy actually provides more coverage than the XXXX policy purchased by the servicer, RightPath Servicing XXXX The Customer Relations Specialist has taken the position that they can arbitrarily decide to accept or deny the insurance coverage provided by the borrower, in the form of a master insurance policy for XXXX XXXX XXXX. In addition, RightPath Servicing has never provided the requested documents, that being the actual master insurance policy the servicer claims to have reviewed on multiple occasions and proof of their claim that a previous insurance policy for the property had " expired ''. This complaint can not be dismissed as a previously addressed issue as the false statements in this complaint are unique as to the parties mentioned and the claims.

Company Response:

State: FL

Zip: 33458

Submitted Via: Web

Date Sent: 2023-12-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8038694

Date Received: 2023-12-21

Issue: Trouble during payment process

Subissue: Private mortgage insurance (PMI)

Consumer Complaint: On XX/XX/XXXX I wrote to Nationstar ( dba Mr. Cooper ) asking to have the PMI removed from our mortgage as we easily exceeded the home equity threshold for doing so. On XX/XX/XXXX I received an acknowledgment of the request and that someone would respond within 5-7 days. On XX/XX/XXXX I submitted a follow-up and said I'd still not heard from them. On XX/XX/XXXX I submitted a third message saying I'd still not heard from them, and they responded by saying that " We've received your request to remove PMI on XXXX XXXX, XX/XX/XXXXand will respond in 5-7 business days ''. This is obviously untrue, as the request was made nearly two months ago I didn't choose Nationstar/Mr Cooper as my mortgage servicer, and their performance here indicates they're in no hurry to actually provide service to their captive clients. Can someone please compel them to do what they should have done nearly a month ago?

Company Response:

State: VA

Zip: 20191

Submitted Via: Web

Date Sent: 2023-12-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8038212

Date Received: 2023-12-20

Issue: Trouble during payment process

Subissue: Paying off the loan

Consumer Complaint: I paid off my mortgage in full ( actually {$670.00} over payout ) and Mr. Cooper has gone full-predatory mode against me. First they miscalculated the amount due back to me of {$500.00}. Their payoff amount was {$1600.00} and I had an escrow of {$2200.00}. Just looking at those numbers ( not including their " suspense bucket '' shenanigans of {$160.00} and {$84.00} ) I would be due {$550.00}. XX/XX/XXXX Unapplied Funds Payment Reversal {$160.00} XX/XX/XXXX Unapplied Funds Payment Reversal {$84.00} If we do a more detailed analysis : {$63000.00} loan on XX/XX/XXXX at 4.5 % ( went down to in XXXX to about $ XXXX ) -- giving you ( generously ) {$310.00} interest = which would have become {$63000.00} by the end of XXXX if not for any payments. And then subtract the XXXX Escrow balance which was {$280.00} at that time. This gives an actual account balance with interest included and not including escrow of {$63000.00} going into XXXX. Then I made payments of {$64000.00} : XX/XX/XXXX : {$55000.00} XX/XX/XXXX : {$900.00} XX/XX/XXXX : {$900.00} XX/XX/XXXX : {$900.00} XX/XX/XXXX : {$5000.00} XX/XX/XXXX : {$1500.00} Subtract {$64000.00} payments from {$63000.00} and the amount amount due back is {$670.00}. Now using their payoff numbers ( which don't include their crooked mess with the suspension buckets ) I'm due {$550.00}. And a careful analysis of the money going back the last three months ( without the " suspension bucket '' nonsense and misapplied payments ) shows that I am due {$670.00}. And rather " coincidentally '' it seems like the ( approximately ) {$160.00} missing happened to go into a " suspension bucket '' on XX/XX/XXXX : XX/XX/XXXX Unapplied Funds Payment Reversal {$160.00} As if that wasn't enough, today ( XX/XX/XXXX ) they've changed the status of my account and reopened my PAID OFF MORTGAGE and are saying I OWE them {$820.00} by XX/XX/XXXX or they will charge me additional fees and interest. As of XX/XX/XXXX Unpaid principal {$240.00} Escrow {$770.00} By THEIR ACCOUNTING THEY OWE ME {$530.00} ( though it is actually {$670.00} ). But now they are demanding another {$820.00} even though they owe me money and my mortgage should be closed as paid in full.

Company Response:

State: NC

Zip: 27610

Submitted Via: Web

Date Sent: 2023-12-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8037001

Date Received: 2023-12-20

Issue: Struggling to pay mortgage

Subissue: Trying to communicate with the company to fix an issue related to modification, forbe

Consumer Complaint: I was forced out of work at the end of XX/XX/2023 due to my XXXX XXXX XXXX XXXX expiring. I had put in for renewal but it didnt come in till XX/XX/2023. XXXX was the first missed payment on my mortgage. I have been unable to find work since. Also in XXXX a lawsuit against my homeowners insurance due to damages from hurricane ida. I called the Mortgage company in XXXX explain my situation they offered me no solutions since im still unemployed I also explained the lawsuit situation at this time they didnt care about it. XX/XX/XXXX they refered my home to a lawfirm for forclosure. I received a demand letter explaining this on XXXX XXXX. I called them on XXXX XXXX asking for more time so i could either reinstate the loan come tax time which would be my only hope at the moment. I also explained that the home was significantly damaged during the storm and in its current state it is not in there best interest to forclose on the home because they will have to sell for way less then the homes value due to remaining damages. It would be better to give more time to complete said lawsuit repair the home so it can be sold at a much higher price or better yet payoff the debt to the mortgage company. They are unwilling to work with me on this they would rather forclose on the home and lose money.

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

State: LA

Zip: 70364

Submitted Via: Web

Date Sent: 2023-12-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8036769

Date Received: 2023-12-20

Issue: Trouble during payment process

Subissue: Escrow, taxes, or insurance

Consumer Complaint: I received a letter, with a false accusation, dated XXXX that I was delinquent on my Property Taxes for XXXX XXXX XXXX. Nothing could be further from the truth. In accordance with XXXX XXXX I have appealed my property assessment. Because I appealed, I was not required to pay the full amount until 60 days after the appeal was settled. The appeal was settled on XXXX. I have until XXXX to pay the balance of {$200.00}. I have proof in the form of a bill, and an electronic mail from XXXX XXXX of the XXXX XXXX XXXX XXXX XXXX. Mr. Cooper is notorious for making it impossible to speak with a Manager, to clear up their egregious error. Thus far, despite my correspondence, they refuse to rectify their error. This is the second time I have had this problem with them, and their XXXX XXXX, because of the slipshod and negligent practices of these firms.

Company Response:

State: GA

Zip: 30144

Submitted Via: Web

Date Sent: 2023-12-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8034139

Date Received: 2023-12-21

Issue: Trouble during payment process

Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo

Consumer Complaint: On the XXXX Rushmore Loan Management Servicing LLC received {$660.00} XXXX 3 times from the HAF Housing Assistance Fund Program for my account . Meanwhile the Rushmore Servicing took over on XX/XX/2023 Rushmore Servicing XXXX XXXX XXXX XXXX, XXXX, TX XXXX, XXXX. Online account access to MyRushmoreLoan will cease as of XX/XX/2023. Visit your new servicer website for online access to your current active loan. For assistance with loans previously serviced by Rushmore Loan Management Services, please contact : Rushmore Servicing, XXXX M-F, XXXX XXXX to XXXX XXXX XXXX to my distress the promise in the letter stating " meantimne if you already sent a payment to Rushmore Loan Management Services LLC , they will forward it to us and we will credit your account with no late fees. '' It is already XX/XX/2023 no credited account for 3 payments and a foreclosure letter ( see documents attached ) for XXXX XXXX. I have tried to call over 20 times and their machine knocks you off no matter and it is impossible to get help. This is a setup to take a home over while pretenfding to be a servicer. Both Rushmore servicers are responsible and it is absurd that they can not be contacted neither of them. They are crooked and the professionals at the federal governemtn HAF said many calls have come on on this and the consfusion and lack of help. Also the XXXX idea to rename it Rushmore only adds to their convulted confusion for home owners. For assistance with loans previously serviced by Rushmore Loan Management Services LLC, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX please contact : Rushmore Servicing XXXX XXXX XXXX XXXX, XXXX XXXX TX XXXX, XXXX

Company Response:

State: FL

Zip: 32926

Submitted Via: Web

Date Sent: 2023-12-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8034115

Date Received: 2023-12-20

Issue: Trouble during payment process

Subissue: Fees charged

Consumer Complaint: I was transferred from XXXX XXXX by Mr. Cooper to XXXX subserviced by Mr. Cooper on XX/XX/XXXX. Prior to being transferred a payment I made to XXXX XXXX was not applied to my account correctly. I had sent the check info the XXXX XXXX and they were eventually able to get the matter resolved, but I was transferred to XXXX before the matter was fully resolved. XXXX shows the payment was made but is still charging me the invalid late fee from XXXX XXXX even though on the XXXX XXXX side they have credited the late fee back. I tried to get XXXX to resolve this, but they refused to try, stating that the information they had was correct and that they would not contact XXXX XXXX to resolve the issue. I was unable to contact XXXX XXXX directly as when I called them it recognized my phone number and transferred my call to XXXX automatically. on XXXX XX/XX/XXXX I called between XXXX PM XXXX, and spoke with a man whose identifier was XXXX. He refused to assist me, and only argued that I did own a late fee because it came that way from XXXX XXXX. I continued to explain the situation to him, but he refused to help. I explained the situation where I was being charge an incorrect fee several times, but he just kept refusing to do anything to assist.

Company Response: Company believes the complaint is the result of a misunderstanding

State: WA

Zip: 98664

Submitted Via: Web

Date Sent: 2023-12-29

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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