Consumer complaint received 2021-07-07
Company: Mr. Cooper Group Inc.
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was forced to be put on forbearance at the beginning of the COVID pandemic because the property taxes were incorrect and my mortgage payment was increased {$600.00} a month ( for 12 months ), which I could not afford to pay and I knew this was incorrect. At that time, I was waiting for a VA decision on my deceased husband 's XXXX rating, which I knew was going to be 100 %. We had moved to South Carolina because my husband knew he was going to die at 100 % and the property taxes are XXXX in South Carolina and me being the widow would also not have to pay the property taxes. 

Everything got straightened out and I was given a loan modification in XX/XX/XXXX. The first payment of {$810.00} was paid on XX/XX/XXXX and this was to be the first payment of three ( XXXX, XXXX, XXXX ) and after those three payments were made successfully the offer was a loan modification with an extended loan payment and a 3 % VA loan lowering my mortgage payment to {$720.00}. This was VERY AFFORDABLE for me. I called Mr. Cooper to make sure that my payment was received for the XXXX payment and I was ready to send in the next payment for XXXX and was told at that time that it was denied because the loan was in my deceased husband 's name and not assumable. It clearly stated on the letters I received that if you were the person in interest of that property from ... .death .... that they would need further proof that I was the person who was the successor of that property. The probate papers were sent in ( several times ) that showed very clearly that I am the 100 % successor of that property, and thus should be the person to have the loan modification as stated in their letter. 

I have attached some information. All the papers that I am referring to are in my possession and I will gladly send copies of those to you if needed. Mr. Cooper has told one lie after another. I have only spoken to " go betweens '' and anyone I have spoken to can see what I am being told that I need to send in is already there. Usually they get off the phone and put me on hold and come back with the " next '' thing that is needed. You can see on the attachment that I have gotten conflicting reports and the last one, which I will be sending tomorrow, I already have conflicting directions as to what name the application should be in. There is no place where it states that the application is in " Estate of ++++++ ''. I was told that their underwriters needed another application in my name. The application is filling in income, benefits, expenses, bills, etc. Obviously it is for a person who is " living '' not in the Estate of a dead person. I know they are bound and determined to foreclose on my house.

The one letter from XX/XX/XXXX had options and stated : " Please find a summary of the programs for which you were evaluated below, based on the eligibility requirements of VA, owner ... of your mortgage loan. The VA requires us to review your application for the options available to you in a certain order. '' Standard Modification Declined ( This was given to me and the first payment was made on XX/XX/XXXX for the first of three payments ( XXXX, XXXX, XXXX ) When I called to inquire about my next payment that would be due for XXXX, I was told VA underwriters would not approve it. ) Forbearance Plan Declined Affordable Modification Declined ( The first modification was EXTREMELY AFFORDABLE FOR ME. ) Short Sale Conditionally Approved Deed In Lieu : Conditionally approved If approved for any options, please note that these options are available only to the named Borrower ( s ) referenced above. If you have obtained the property through death.. we will need additional information to confirm your identity and ownership interest in the property.

They have a copy of the probate that I sent at least three times.

They have literally driven me to suicidal thoughts. You can read about this in the attachment. It's very hard to believe that a company can be so dishonest and cause so much distress to a XXXX YO widow. Please help me however you can. Thank you so much.

Company response to consumer: Closed with explanation