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: 8198629

Date Received: 2024-01-22

Issue: Took or threatened to take negative or legal action

Subissue: Threatened to sue you for very old debt

Consumer Complaint: This entity does nOT have authority to sell my house. I paid the bank directtly from an escrow trust company already XXXX cash that paid off the loan of XXXX with XXXX, I paid off the taxes and the property is in appeal with the court and I seek damages for abusing me economically and legal harassment. THIS IS MY HOUSE I PAID IT OFF IN XXXX. WHO IS THIS COMPANY AND WHAT IS THEIR AUTHORITY TO RETAIN MY CASH AND ALSO SELL MY HOUSE IT IS I MY NAME AND I HAVE TITLE TO IT.

Company Response:

State: NM

Zip: 87120

Submitted Via: Web

Date Sent: 2024-01-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8198467

Date Received: 2024-01-22

Issue: Confusing or missing disclosures

Subissue:

Consumer Complaint: I was laid off from XXXX XXXX in XXXX due to XXXX. I have been getting buy on little to nothing, and using my savings.This year I had a large payment come up, and my savings went down. I applied for the Homeowners assistance with the XXXX XXXX XXXX XXXX in XX/XX/XXXX. I noticed that I was not receiving responses in regard to this and called, only to find out it didnt go through online. So, I tried again and completed the application in XX/XX/XXXX. I was told that the XXXX XXXXXXXX XXXX XXXX ( XXXX ) was processing the applications, and I passed this info onto my lender. Meanwhile I am getting further and further behind on my mortgage, because I believed my request was being processed. In XX/XX/XXXX I found out that the XXXX had run out of money. In XX/XX/XXXX ( I think it was around XX/XX/XXXX ) I talked to my lender Mr. Cooper and advised of the situation and asked for Repayment Assistance. The representative of Mr. Cooper advised that my Interest Rate of 3.75 % would remain. I was asked if I could afford my current mortgage payment of {$1900.00} going forward, and I said yes. So, I agreed to the option. She advised me that once approved paperwork would be sent for me to sign, and my first payment would be in XX/XX/XXXX. Again, she said my payments would remain the same at {$1900.00}. I called again in XXXX to check on the process and was advised that I was approved, and paperwork was being sent for me to sign. No one said anything about my interest rates or payments going up. I just received the paperwork, and they are offering me an FHA Modification and partial claim, but my interest rate will now go up to 7.5 %. I was advised my interest rate would stay the same at 3.75 %. This will make my interest payments go from {$1300.00} to {$2400.00}. It doesnt take a genius to understand that raising the interest rate and payments up, when someone is already struggling, is not going to help or is it assistance. This is just making matters worse. Not to mention that Mr. Cooper is handling my paperwork, but my payments are going through XXXX. I advised that I could not do this, and I was originally advised that my interest rate would stay at 3.75 %. They told me I had to sign the offer and get the paperwork by XX/XX/XXXX, and I said I was not going to accept the 7.5 % interest, because they told me I would only be paying the 3.75 % interest rate. These calls were recorded, so please listen to the recordings. This means that I will have to walk away from my home. The house next door sat vacant from XXXX until XX/XX/XXXX. In XXXX my daughter and XXXX child died leaving me her daughter to raise. Then XXXX XXXX laid me off knowing I was raising my granddaughter. I went to XXXX and obtained a XXXX XXXXXXXX XXXX, and Im still trying to keep my home, so my granddaughter has a stable home to grow up in. Is this what the United States has come to? Raising interest rates so people lose their homes? All Im asking for is for the Modification and partial claim, for a responsible resolution to incorporate missed mortgage payments into my current loan, and to keep my interest rate of 3.75 %, so I can afford to make my mortgage payments and keep my home, so I can raise my granddaughter.

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

State: IL

Zip: 601XX

Submitted Via: Web

Date Sent: 2024-01-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8195943

Date Received: 2024-01-22

Issue: Trouble during payment process

Subissue: Payment process

Consumer Complaint: On XX/XX/XXXX I received information from my bankruptcy attorney that XXXX XXXX claimed I did not pay my Mortgage for XXXX XXXX XXXX XXXX XXXX. Apparently my loan was transferred from Rushmore Mortgage to XXXX XXXX. I had already paid XXXX. I then I paid for XXXX and XXXX. They were late because there was confusion where to send the payment. All payments, from XXXX XXXX XXXX XXXX have been made. I had received a letter all payments for mortgage have been made to satisfy bankruptcy closure. Early XXXX, I received a call from XXXX XXXX, saying they were applying my XXXX payment to XXXX and I need to send in my XXXX payment, which I already did. I then sent them a copy on XX/XX/XXXX, of all the payments I made to the mortgage company from XX/XX/XXXX- XX/XX/XXXX. They send back a document dated XX/XX/XXXX, that the payment for XX/XX/XXXX was applied to XX/XX/XXXX payment. I had paid the XX/XX/XXXX mortgage. I then sent them a copy of all payments from XX/XX/XXXX- XX/XX/XXXX. Waiting for their response.

Company Response:

State: MD

Zip: 20770

Submitted Via: Web

Date Sent: 2024-01-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8195543

Date Received: 2024-01-22

Issue: Trouble during payment process

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

Consumer Complaint: RE : - Nationstar Mortgage Mr. Cooper Rightpath servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX /ITS Successors and/or Assigns XXXX XXXX The bank refuses to be transparent. I have brought it to your attention, the bank has overcharged me for multiple insurance policies in one calendar year, and because of my refusal to simply go along with your extortion attempts and pay those erroneous charges. This served as the catalyst that ignited this entire foreclosure action. With that said, there should be no question as to the fact that there is a problem here and that your reinstatement figures are grossly off! As clearly denoted by your partial credits resulting from the 4 insurance policies, i.e. " the overcharges '', which was clearly a bank 's error. Not to mention all the corporate advance fees, late fees XXXX drive by fees, plus any and all other fees you could drum up. Which have all been added to my account and are clearly illegitimate charges. I don't know of any single home address that would need 4, I repeat FOUR insurance policies in any given calendar year. And still several years later every bank and servicer 's involved this far have been " willfully '' and equally culpable in the clear attempts to defraud me. Moreover, you have attempted to foreclose on my home forcing me into having to file bankruptcy or lose my home to this illegal foreclosure. Causing me damages due to my inability to now access credit based on your bank errors. That's absolutely deceit, disgraceful and yet common practice. You have dragged me through the court system for several years now, racking up out of pocket attorneys fees for me to defend against your errors! Plus those additional fees & charges you added to my supposed outstanding balance, which you claim I owed you. What's more, each and every one of the above mentioned companies have deliberately and with crystal clear knowledge, chosen not to do the right thing by me the consumer. As this has been brought in front of each and every one of you on multiple times, and for several years now. So the lack of knowledge on any of the banks or their servicers would be a clear misrepresentation of the facts. You are all singularly and collectively responsible for these ongoing attempts to defraud me by stealing my home with this false foreclosure action. FRAUDULENT INSURANCE OVERCHARGES Now to add insult to injury, with your attempts to throw me a bone, all the while you also attempt to charge my account the attorneys fees for something you created with this engineered foreclosure attempt. as you stated in your last response " The fees that I have assessed to the account are valid and we can confirm that there was no error, or wrongdoing on our part. Please note that the lender paid expenses, or corporate advance fees, are charges assessed to loans when a lender takes action to protect the lender 's interest in a property. '' Yet you have clearly evidenced your charges were in error, as illustrated in the partial refund supposedly issued to my escrow account on XX/XX/XXXX in the amount of {$5200.00} and another partial refund supposedly posted on XX/XX/XXXX in the amount of {$3800.00} posted to supposedly the loan on XX/XX/XXXX. Although none of which is reflected by the bottom line number. Yet your redemption through sin mentality and reckless indifference, continues to render you still able to attempt to defraud me, with your own volition as you continue to play games refusing to fully credit my account everything that's owed me. I can only imagine how many millions of others like me you all attempt to do this annually! I think we concur that you should have pay only one policy. Which should have been charged that year on XX/XX/XXXX, in the amount of {$3300.00}. Yet I am still being charged for a second policy in the amount of {$3800.00} which was the bank 's second forced placed policy which you have chosen to overlook.. And for the record, I was also charged another {$260.00} & {$13.00} also for hazard insurance which you stated " I was credited AS A COURTESY '' for on XX/XX/XXXX! Are you people warped, you are clearly not doing me any favors, as you're still have not done the right thing. With your ongoing willful intention to deceive me of additional funds, plus all the fees and charges, corporate advance fees, late fees XXXX drive by fees, extra interest fees, attorneys fees, property inspection fees, title exam fees, trustee fees, etc, ect. All the way up to still attempting to foreclose on my home based on your banking errors..If you people can't be trusted to truthfully and accurately manage accounts maybe that privilege should be revoked ; since it's clearly your propensity.to willfully defraud people. HOMEOWNERS ASSISTANCE FUND ( " HAF '' ) Regarding the XXXX from the HAF program, let me remind you that It has been " ORDERED AND ADJUDGED that Defendants Motion to Compel Acceptance of funds from Housing Fund has been hereby granted.. Mandated that you all accept those funds as clearly denoted in the court order from XX/XX/XXXX. PLEASE provide the information, I have one week before the haft program closes. And almost nearly one year later I am still waiting for you to provide me a statement reflecting the XXXX for the HAF Program, so they can contribute their part. Please note, for XXXX XXXX to have gotten those funds as per the court order, while the parties determine the accurate amount of reinstatement and resolve the pending foreclosure. You/the bank would have been required to provide me, the necessary paperwork required by the HAF program administrator to insure those funds were transferred.. Again I've reached out countless times to no avail. Kindly let this serve as an ongoing request with a ridge time frame, that has been requested by the HAF PROGRAM so they can make the XXXX payment as per the court order. If you don not comply you will forgo that portion of what you claim owed you. As you know they are already connected with your back window and are waiting on you at the bank at this point, in order to issue the payment ; directly to you. I have reached out to the bank numerous times over the last year and a half requesting that you folks provide me with the required paperwork needed by the HAF Program. In order for them to be able to make their " court ordered XXXX contribution '' ; towards bringing my mortgage current. Yet again you continue to refuse to provide me with the required paperwork needed by the HAF Program administrator. While the bank 's representative XXXX XXXX kept insisting they would just pay it. That clearly has not happened to date, and with your refusal to provide me the required partial reinstatement quote as per the courts order, the bank/its servicer 's are intentionally blocking the $ XXXX payment from being made. Kindly let me know when you plan to correct that, so you can be paid or are you stalling in the hopes that the program closes ; so you can attempt to move forward with foreclose on my home! ESCROW ANALYSIS AND PRIOR SERVICER HISTORY I am still hoping and waiting to be provided each and every Escrow Disclosure Statement as was previously requested, kindly remit them to me from XXXX to date XXXX. And make sure the complete itemized statements are remitted promptly, please. And don't tell me that " The servicing knowledge of the events or information pertaining to the servicing dates of the subject mortgage loan ( including, but not limited to payment applications, disbursements, loss mitigation assistance reviews and/or offers, etc. ) prior to the above referenced transfer date is limited to the servicing records provided by the prior servicer ''. That is unacceptable, if you can't provide clear and accurate records singularly or collectively then you can't provide the accuracy of anything you claim actually being owed. So therefore you have no claim! Provide the accurate documents or forfeit any right to make any such claim. So let it be known that I am demanding a release of lean, and that you provided me with the satisfaction of the mortgage documentation immediately. FEES See above as I expect every penny credited, plus any and all of my personal out of pocket attorneys fees 3X, plus costs & damages resulting from your ongoing illegal foreclosure attempts. FORECLOSURE Again you clearly misrepresent the facts! Claiming that as of this letter the loan has not been paid and that the so-called loan is " due for XX/XX/XXXX, when you in fact you were the party that chose to stopped accepting my checks, and kept returning them back to me. Which took place for 3 consecutive months in a row.. Also serving to clearly illustrate, yet again your claims are unfounded, since you are the ones who created the violation of your own terms of service, by not accepting payment! Could that be because you had already been paid in full? Which is the reason we are here today. Let the attached XXXX XXXX XXXX XXXX Delinquency Information reflect just that. Since you all refused to accept any further payments from me, Hopefully you all get all the overcharges charges removed immediately, and please note I also expect to be compensated for any and all of the out of pocket expenses that I have been forced to incur resulting from this wrongful foreclosure action. I thank you in advance for your cooperation and please contact me with your proposed resolution. For the record you have my current mailing address and email address. Kindest Regard 's,

Company Response:

State: FL

Zip: 33155

Submitted Via: Web

Date Sent: 2024-01-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8192863

Date Received: 2024-01-20

Issue: Written notification about debt

Subissue: Didn't receive notice of right to dispute

Consumer Complaint: My father added me to the house deed. My XXXX took out a loan and we thought the debt was paid off XXXX years after her death, because of a letter stating your mortgage has been paid thinking she had paid for the debt forgiveness after death. My father had refinanced the house not long before we received the letter We waited for around a few months and received nothing about a loan payment and checked recorders wesbite and no debt was owed on the house. He put me on the deed to the house, thinking he was able to give my family the house. My father took ill from XXXX and entered hospice at the house. I received a letter from freedom mortgage stating the loan was in delinquency. Apparently the incorrect address was put into their system. At the time I didn't have a job that payed well. After his death, calls from some company started on his phone, they wouldn't say who they were nor speak to me and would hang up when i told them he wasnt around. A few months went by and they started calling me, once again not telling me who they were or what they wanted. Not sure how they received my number. After the house has been in delinquency for many months they finally told me they were XXXX XXXX, by then the amount was far more that I could afford to bring the mortgage up to date. The debt went through many companies. XXXX XXXX, Mr. Cooper, XXXX XXXX, XXXX and now resides with XXXX servicing. I received a summons to remove my XXXX, XXXX kids, XXXX XXXX and myself from the property with XXXX bank as the trustee. I have nothing to do with this mortgage and the only options they give my family are, refinance from XXXX to XXXX. XXXX XXXX to bring the mortgage up to date, or get out. XXXX is what the principal was, now it is around XXXX with delinquency, which they expect me to pay to keep the home. Everyone I have spoken to has told me something is not right with this and I have to agree, including my bank when I tried to get a load to bring the loan to date. I tried to and got pre-approved for a home loan in order to move away from this house, seeing how my options here were not financially feasible, having to pay XXXX on a house valued at XXXX, not to mention the absurd amount I would need to spend to do repairs to the home. I received a call around an hour after being pre-approved. Apparently because of the debt on the house I am not able to get a loan to move my family away. Because of the actions I have no way of getting a loan, i was informed by the loan company i spoke with, to get a normal loan would take XXXX months to get an FHA loan would take XXXX years after my name is no longer on the deed, over a loan that is not my responsibility. From the information I have gathered and the timeliness in which these actions happened from the loan companies I feel like some things were procrastinated with the intent of this specific outcome.

Company Response:

State: OH

Zip: 456XX

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8192592

Date Received: 2024-01-20

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue: Delays in the application process

Consumer Complaint: Dear Mr. Cooper, I am writing to express my frustration and disappointment regarding the ongoing issues I have been experiencing with your company in regards to our application to assume a VA home loan. I would like to provide a detailed account of what has transpired thus far, in the hopes that it will help resolve the situation. The initial communication regarding this matter took place on XX/XX/XXXX, when my husband submitted all the required documents and information as requested for the VA home loan assumption. Following this, he continued to provide clarification and additional information via email on XX/XX/XXXX, and again on XX/XX/XXXX. My husband resubmitted important information via email earlier this month ( XX/XX/XXXX ). Despite our repeated attempts to engage with your company, we have encountered numerous obstacles and challenges throughout the loan assumption process. Both my husband and the sellers have made multiple phone calls to Mr. Cooper, but unfortunately, these efforts have been met with inconsistent and unreliable assistance. Often times, calls get disconnected, leaving us confused and without resolution. I want to emphasize that we are not looking to file a complaint against your company. Our main objective is to ensure that our application to assume the VA home loan is seen and processed in a timely manner. We meet all the prerequisites for the loan assumption and are eager to continue this process. We have been cooperative every single time and have always been super efficient in terms of being responsive to any requests or inquiries. We believe we are ideal candidates for this process, as we have thoroughly studied what Mr. Cooper looks for when approving applicants and have provided them with all the required documents twice. We kindly request your immediate attention to this matter and ask that you prioritize the processing of our application. We understand that unforeseen circumstances may arise, but we would greatly appreciate regular updates and clear communication throughout the process. Your prompt action in resolving this issue would be greatly appreciated. Thank you for your attention to this matter. We look forward to a positive resolution and a smooth continuation of the loan assumption process. Sincerely, XXXX and XXXX XXXX

Company Response:

State: TX

Zip: 78520

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8192001

Date Received: 2024-01-21

Issue: Trouble during payment process

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

Consumer Complaint: Rushmore loan management has been deducting {$400.00} to {$600.00} per month since XXXX. This amount is labeled as XXXX of equal to 2 months of real estate taxes and homeowners insurance. We have consistently paid these privately for the entire time. Our homeowners insurance is bundled with our XXXX with XXXXy insurance. We pay our real estate taxes the XXXX XXXX XXXX website via XXXX. We have even mailed a written request to stop this and to tell us what they are doing with the money. I did this in XXXX when I was unable after several attempts to reach them by phone. And again XXXX XXXX. At this time I provided documentation of all to a real estate lawyer. She was unable to get a response, and she is not a trial lawyer. Rushmore just sent me a letter stating that our XXXX has a shortage and therefore our mortgage payments are increasing! This after I spoke with them in XXXX, they said they would correct and sent us a check for {$2000.00}. If you do the math, they owe us thousands!

Company Response:

State: MA

Zip: 023XX

Submitted Via: Web

Date Sent: 2024-01-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8188267

Date Received: 2024-01-19

Issue: Trouble during payment process

Subissue: Payment process

Consumer Complaint: Loan Number : # XXXX Nationstar/Mr Cooper Every time I pay towards Principal the company keeps it in Unapplied Funds. This way they keep on earning more interest from their Clients & this has been happening for years. I am sure they make monies in Billions with such a scam. & inspite of Interest rates dropping, they do not change at a convenient time. Can someone look into this matter seriously please

Company Response:

State: FL

Zip: 33331

Submitted Via: Web

Date Sent: 2024-01-19

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8184250

Date Received: 2024-01-19

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

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

Consumer Complaint: Sold a home, and the Title company was supposed to pay off the remaining balance of the home. At this point I believed the deal was finalized. I received no notification of late payments from Mr. Cooper and believed it was closed. It was not until I attempted to gain a car loan that I was informed of late payments and a pending foreclosure. I reached out to Mr. Cooper who emailed me the loan records and the late payments. I then made contact with the Title company who at first stated that the loan had been paid. It was not until later that I discovered that the Title company failed to pay Mr. Cooper. I finally got the Title company to pay off loan, but Mr. Cooper stated it was not their fault and they would not remove the negative damage. This is after they became aware that it was the title company that was at fault. I have attempted to dispute it through XXXX who pretty much wasted a month to tell me what I already knew, the loan was paid off. My credit score went up XXXX points, but it did nothing to remove the negative report. My credit score is still not where it was. The title company is not taking responsibility. Mr. Cooper, who is aware that it is not my fault is refusing to do anything. I did nothing wrong, but I'm paying for everyone 's XXXX XXXX The credit reporting companies won't do anything. And after a long discussion with them there is little they can do. Why they offer dispute resolution is beyond me. They can not and will not dispute a bad credit report. So don't waste your time with them.

Company Response:

State: NM

Zip: 883XX

Submitted Via: Web

Date Sent: 2024-01-19

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8184229

Date Received: 2024-01-19

Issue: Trouble during payment process

Subissue: Payment process

Consumer Complaint: My mortgage was recently transferred from XXXX to Mr Cooper and my escrow payment was increased by Mr Cooper. My payments were set up on autopay through my bank ( XXXX ). When I increased the auto payment to include the new escrow amount, XXXX accidentally sent double payments to Mr Cooper ( {$1200.00} XXXX XXXX on XX/XX/2024 ). Mr. Cooper has an automated system that does not allow human contact. I am placed in an endless loop of AI that simply provides " canned '' responses. As such, Mr Cooper refuses to return my double payment, or even speak to me about how it is applied. My girlfriend and I have over 14 mortgages on real estate and Mr Cooper constantly provides the worst customer service of all. {$1200.00} is a lot of money and I feel that Mr Cooper has an unwritten policy to wrongfully retain such funds in order to increase their earnings by way if interest earned. I need my money back. As a side note, XXXX has closed their file and will no longer support me and XXXX 's position is that Mr Cooper received the funds and must return them. Thanks

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

State: OR

Zip: 97128

Submitted Via: Web

Date Sent: 2024-01-19

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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