Consumer complaint received 2019-01-11
Company: Mr. Cooper Group Inc.
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My issue is with Mr. Cooper the mortgage company servicing my loan. I have been trying to get them to complete a review of my current financial information for months now and seem to always get the runaround from their agents. I am in a position where my current monthly mortgage payment is nearly half of my monthly income and it is not affordable. I have asked for a fair review of my current financial situation so that I can get considered for homeowner assistance programs but get stuck in a maze of transferred calls and missing documents. If the underwriters and decision makers at Mr. Cooper were to review the current and correct financial information they would understand my predicament and realize that although I can afford a reasonable mortgage payment, I cant afford the proposed payment they have given me through the streamline process. I have requested that such a review take place but have been obstructed by the Mr. Cooper agents and feel like a hamster on a wheel, trying to make progress but instead running in circles. I am now in foreclosure and fear that Mr. Cooper will continue to drag this out until they sell my home out from under me. I have the means to afford a reasonable payment but cant pay what Mr. Cooper is asking. 

I purchased my home in XXXX XXXX after my original residence was destroyed by Hurricane Katrina. At the time I had a successful XXXX   XXXX and had no issue making my mortgage payments but over the next few years my business began to decline, and I transitioned into working as a XXXX XXXX XXXX. This is an industry that takes a long time to build up an established clientele and I had a major decrease in income, which made my mortgage payment unaffordable and I defaulted. I contacted Nationstar at that time and was put into a streamline loan modification that lowered my mortgage payment {$100.00} a month. This was not an income-based modification, and as explained this payment is nearly 50 % of my monthly income and not affordable. I tried to talk to the agents to tell them that this was destined to fail but I was told this was the only possible option and to take it or leave it. I reluctantly accepted the offer but soon defaulted. 

I continued to try to open negotiations with the customer service team but could not make any progress, so I hired a third party to assist me. I learned that there are several government and internal homeowner assistance programs that are available and that a streamline modification is not the only possible option. This company submitted documents on my behalf to Mr. Coopers loss mitigation department on multiple occasions but were continually told that documents were missing or had been misplaced by their staff or that they were outdated. My case was never actually reviewed. Since that time the third party has stopped returning my calls and I am on my own. My repeated attempts to engage with the Mr. Cooper customer service department have been ignored. I am under the impression that Mr. Cooper is required to conduct a full review of my current and correct financial circumstances to determine eligibility for homeowner assistance programs. For nearly two years the third party and now myself have attempted to get Mr. Cooper to conduct such a review but have been obstructed by their staff. I would like to file a formal complaint against Mr. Cooper and ask that you investigate their handling of my mortgage loan.

Company response to consumer: Closed with explanation