Consumer complaint received 2023-01-11
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Mr. Cooper has been trying to force me into a XXXX yr refi from my current XXXX yr after I used the forbearance during pandemic. Below are the details I submitted to their complaints department. 

I am writing in regard to the subject loan number. I have been working with your company since XXXX to keep my current loan after taking a forbearance during the Covid pandemic. This was before my partial claim deadline requirement. Throughout the course of this year I have worked with XXXX agents from your company to complete a XXXX XXXX as I was assured I would be able to prior to initiating a forbearance. It took until XXXX for your company to get back to me with a loan modification I never asked for. I then asked for a XXXX and was put in contact with XXXX XXXX XXXX ) who explained to me that I needed to make a payment to get the loan back to less than XXXX  months past due. I paid {$6000.00} on XX/XX/XXXX and was assured that the Partial Claim I had been asking for would be approved. Nationstar / Mr. Cooper did not even send in a request to the VA for a partial claim until XX/XX/XXXX. By that time, per XXXX, another month had been added causing me not to qualify. After I was notified that it was not approved I spoke with XXXX again and she assured me AGAIN that I would be approved if I made another payment because she had spoken with everyone involved. I paid the amount she said was required of {$3900.00} on XX/XX/XXXX. Your company did not request the partial claim until XX/XX/XXXX. I can only assume that was the reason it was not approved. 

My request is that someone within Mr. Cooper take the time to investigate this issue and provide me with a path forward to fix this issue that Mr. Cooper has caused. I feel that I have been lied to multiple times by your company and misled to the point where a partial claim is no longer available. This is the fault of Mr. Cooper and I would like your company to make it right. I want to keep my current loan and terms because I did EVERYTHING your company asked. It's impossible to not notice that everytime Mr. Cooper stalled on processing these requests, it worked to the benefit on Mr. Cooper as I was only offered a loan modification that took my XXXX  year VA fixed to a XXXX  year loan at a higher interest rate. The payments made above were never applied to the numbers used by Mr. Cooper to reduce the amount to the below XXXX XXXX and XXXX  month threshold per Mr. Cooper 's response to the VA ( attached for your reference ). 

Since Mr. Cooper failed to follow through on their end, I know that a partial claim is not possible at this time. Working with my VA XXXX, I am aware of a couple other options that Mr. Cooper can agree to that will allow me to keep my current mortgage terms. XXXX being a VA XXXX XXXX XXXX. Please let us know what I need to do to make this happen. 

At this point I feel that Mr. Cooper has been unreasonably hard to deal with and has lied to me on multiple occasions leading to this issue I find myself in. I have been in contact with the Consumer Financial Protection Bureau and they highly encouraged me to file a formal complaint and referenced articles to Mr. Cooper 's past misconduct. I am also well aware that I can request a Congressional Inquiry to investigate the actions of Mr. Cooper 's wrongdoing in this matter. I fully intend to do BOTH depending on Mr. Cooper 's response going forward. 

Please note that my VA Mortgage rep is also on this email and has been working with me to help navigate all the possible options and spoken with XXXX of your reps. Feel free to reply all with any return communication as he will be involved in all further discussion with your company.

Company response to consumer: Closed with explanation