Consumer complaint received 2023-11-15
Company: Mr. Cooper Group Inc.
State: IA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
Our VA mortgage loan servicer Mr. Cooper is in violation of the FDCPA. They call me multiple times a day and leave multiple voicemails in an attempt to collect debt. They are well over the XXXX calls within XXXX  days limit not only this week, but weeks prior. I'm exhausted of the daily harassment our family is enduring. I have asked them to cease all phone calls at this time. I can be XXXX day late or XXXX and they continuously call me demanding payment. They are well aware of our financial struggles but do not want to offer any positive solutions. The only time calls have stopped was within the last XXXX weeks when this company had a Secuity breach and shut down their payment portal. 

I have tried to work with this company for 3 years now for assistance with no options available but to foreclose, short sale or deed in leu. I DO NOT want to lose my home. I can only communicate through their online message portal because every time I call the assigned XXXX is not available. 

The mortgage loan was refinanced in XXXX before it was sold to Mr. Cooper. When Covid hit, the loan was granted a forbearance in order to assist with late payments due to unemployment, like many other families endured. 

Our family unexpectedly divorced shortly after and the property was granted to me, so I asked Mr. Cooper to assume the loan ( as I wanted to take over the payments ) and was denied as they do not offer that option. Why the heck would you not have an option for spouses that divorce? I tried to modify the loan with my sole income and was denied because their processors didn't understand how child support payments work. They insisted I apply without child support and of course I was denied as the loan was now showing unaffordable. 

In late XXXX I was unemployed for a few months without pay and fell behind 3 months. I eventually caught the loan up even though the payments were late, once I started new employment. 

In XX/XX/XXXX the borrower was diagnosed with XXXX and has been unemployed the last 6 months causing both our incomes to go down. I can report my hardship over and over again to the loan servicer, but this company offers no solutions for homeowners to keep their home. I can't help the external factors that keep happening to our family, it's not in my control. He is a veteran and I am a XXXX XXXX  of XXXX. I want to keep my home and am working hard to keep all payments a float. 

I am currently behind 2 months in mortgage payments with XXXX month being paid out this week on XX/XX/XXXX. I am committed to making all my payments, but they will be late due to the financial and medical circumstances our family is currently facing. I am asking this company for some grace during this time until I can find extra jobs to bring in additional income. At XXXX days late they have previously had people knocking on my front door taking pictures, again harassing my family when all we are trying to do is survive. It's exhausting. Please help stop the harassment and maybe find our family a solution. 
Thank you

Company response to consumer: Closed with explanation