Product: Debt collection

XX/XX/XXXX we receive notices that the balloon payment on our 2nd mortgage with Mr Cooper will be due XX/XX/XXXX -- XXXX Contacted Mr Cooper and spoke with several different representatives from several different departments who told us that there were no extensions available I was finally given a loan officer to WORK WITH to refinance - I gathered my financial documents to send to him BUT -- Mid XXXX my husband was injured & required emergency XXXX. While in the hospital he tested positive for XXXX -- Following quarantine & recovery in late XXXX I contacted the assigned loan officer to begin refinance -- After several failed attempts to connect with him his voicemail gave me his manager. 
-- I contacted HER only for her to tell me that she was sorry, but I had been misinformed several times over the past few weeks of XXXX that it could be refinanced when in fact IT COULD NOT BE refinanced because it was an orphan 2nd mortgage with the primary mortgage no longer associated with it ( Nationstar had carried 1st & 2nd mortgages- Shellpoint had picked up just the 1st mortgage leaving the 2nd one with Mr Cooper . We had continued paying on both these past few years ) -- SO end of XXXX I begin re-finance efforts with XXXX XXXX from XXXX -- Knowing that NOW we would be penalized for late payment on the Mr Cooper balloon payment we utilized the pandemic plan for XXXX XXXX -- As financing appeared to be moving along but not fast enough WE REQUESTED AND RECEIVED AN EXTENSION FOR XXXX XXXX XX/XX/XXXX Unfortunately THAT Shellpoint loan officer was replaced XXXX by a NEW individual who knew NOTHING about our account & wanted us to START ALL OVER with document submission even though as of XX/XX/XXXX we had conditional approval, appraisal complete & all required documents submitted!! 

WE WERE FRANTIC AND FRUSTRATED. 
I called & contacted Mr Cooper to tell them what was going on. 
XX/XX/XXXX I logged in to MR COOPER online account to chk on any communications etc and confirm status of acct and pandemic pause ( SEE SCREENSHOT ATTACHED BELOW ) However XXXX continued to drag their feet. 
NO COMMUNICATIONS unless I called or I emailed - finally I called corporate and worked my way down thru departments until I got to underwriting and a direct dial number to a real person. 

HE had no knowledge of our account. Apologized for the delays and promised to expedite things. 

We wanted to believe him but were already at the end of our rope - so we looked into going with another company ( XXXX XXXX ) to do the refinance but upon contacting them we discovered 1- MR COOPER HAD REPORTED US DELINQUENT FOR THE $ XXXX balloon payment and 2- in doing so our CREDIT REPORT TOOK A HIT! 

I was shocked and dismayed so I logged into my MR Cooper acct and discovered ONLY the XXXX pause on the account assigned to our status and that showed -67 days delinquent!!! 

I then contacted Mr Cooper in Pandemic Program Dept and got XXXX at XXXX HER response was that only the XXXX XXXX pause was valid and that any extension was inadvertently assigned because the online system didnt know we were past due on the balloon payment. She then asked me didnt you get a letter in XXXX? 

When I protested her version of things I asked her to clarify how the system could be confused and then CONTINUE to be confused on into XXXX with additional letters CONFIRMING THE PAUSE including a XX/XX/XXXX letter that said " Were sorry to hear about your financial hardship and hope that you and your loved ones are otherwise safe and healthy. Based on your situation, you have been approved for a XXXX XXXX XXXX. 
Starting XX/XX/XXXX, your monthly mortgage payment of {$28000.00} will be paused. You will not need to make a mortgage payment for 3 months. Important conditions are described below. 

CONFIRMING that it was being applied to the full XXXX balloon payment AND on into XXXX when I did the online-screenshot of the STILL IN PLACE EXTENSION -She had no answers -She put me on hold to speak to her supervisor -She came back with no answers -I suggested that we contact Mr XXXX who in a previous letter had been assigned as a " Dedicated Loan Specialist '' -She put me on hold again and then said SHE would contact him and HE would contact me apparently he has called once ( yesterday ) but leaving no message, it showed up as an unknown caller Upon calling HIS number today XX/XX/XXXX I reached a general-representative - Requested a SUPERVISOR ( XXXX ) then received the SAME story that the system gave the extension in error but COULD NOT EXPLAIN why the error EXISTED From XXXX and on into XXXX and that there was no NOTIFICATION in ANY way that ( a ) it was in error ( b ) it was being cancelled immediately or ( c ) there would be negative reporting oil our credit report and it was then that she DENIED that any credit reporting HAD BEEN MADE BY MR COOPER which is FALSE! It was when the loan officer at XXXX XXXX pulled XXXX our credit report that he TOLD me the reporting was there AND our high700s rating was NOW a LOW 600s!!