Consumer complaint received 2023-03-08
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I have a VA home loan  for my home, located in Texas ( zip : XXXX ). The bank that holds my mortgage is XXXX XXXX XXXX XXXX. The loan servicer for my mortgage was a XXXX subservicer " Nationstar Mortgage. '' During covid, my mortgage was placed into forebearance at my request. The forebearance lasted roughly 12-15 months ( I don't remember the exact amount of time ). I agreed to a loan modification to exit the forebearance. I believe the process ( of exiting forebearance ) began in XX/XX/2021. Nationstar sent a loan modification agreement for my wife and I to sign and have notarized. We did so and subitted the agreement. Nationstar then contacted us again and asked us to re-sign and re-notarize the loan modification agreement. We were told by Nationstar that this was because the loan modification agreement we submitted was not notarized- which we know for a fact is not true. Regardless, my wife and I signed and notarized the documents again and resubmitted them. Since then, XXXX has changed our loan servicer to " Nationstar d/b/a Mr.Cooper. '' Now, Mr.Cooper is demanding that we re-sign the loan modification yet again. When I called to ask why, " Mr.Cooper '' representatives have given me multiple reasons, but has generally stated that it was some kind of document processing error on their part. Nobody at Mr.Cooper can tell me what was deficient with the last documents that we submitted. I have had Mr.Cooper representatives tell me that my wife doesn't need to sign the modification agreement this time, but then they sent me a document which plainly asks for my wife 's signature. Some Mr.Cooper representatives have said that the signature ( s ) don't need to be notarized, while other Mr.Cooper representatives have said that is must be notarized again. At times, Mr.Cooper representatives have blamed the VA, saying that the VA is at fault and that I have to resign the document due to ever-changing VA regulations XXXX Mr.Cooper representatives have also at times said that this was the result of the change in loan servicers, and a failure to transfer the documents from one warehouse to another ( and that they don't have some of the documents now? ) This process has been going on since XXXX of XXXX  and collectively my loan servicers have failed to figure out how to execute this document. I am concerned that there will be new issues as a result of this much delay. ( E.g. I'm concerned that the modification will just be voided due to this extensive delay. ) It seems like Mr.Cooper has systematic communication issues within their organization. They are either negligently or wilfully mismanaging my mortgage and loan modification. I don't know what incentive they would have to disrupt this loan modification process, but this process has been so intentionally vague and opaque that I am beginning to suspect malfeasance. Even if this is not intentional misconduct, Mr.Cooper 's continuous mismanagement has been so embarrasingly inept that I felt compelled enough to submit a CFPB complaint - my first CFBP complaint ever.

I hope that the process of this complaint will inconvenience Mr.Cooper even a fraction of as much as they have inconvenienced me, as I have no confidence that they can resolve this issue on their own. With what power you have, please investigate the mismanagement of this VA-regulated loan modification and VA-backed mortgage .

Company response to consumer: Closed with explanation