Consumer complaint received 2023-05-02
Company: Mr. Cooper Group Inc.
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Mr. Cooper prevoiusly known as Nationstar has erroneously sent forclosure documentation to my property during the modication process of my loan in which payment can not be made. I was accepted to do a forbearance for one year after my active duty orders were cancelled due to covid. I still paid as much of the mortgage per month. I then submitted for a modification to put the owed balance into new monthly payments. This process began in XX/XX/XXXX. During the modification process, I have uploaded more than 50 documents per their request including bank statements, LES, GI XX/XX/XXXX, renters payments, lease agreements. I have been through underwriting six times but fail to complete due to expired documents. They fail to review the documents in time so they expire in which I reupload. They then asked for the last 30 days pay stubs which an LES is ONLY RELEASED ONE TIME A MONTH if you are in the XXXX XXXX as a XXXX. I have uploaded each pay stub and bank account statement since XXXX of XXXX. They then state they need the most recent which does not post in the time they review the documents which then expires by the time they review the document. I have received two erroneously attempted forclosure notices during the modication process. I have spoken to 15 representatives, including a senior manager who had worked on this for six months with no resolution. I have never defaulted in providing any documentation or written notices. I am a XXXX XXXX XXXX at a school of XXXXe in which I do not work. I am in the XXXX XXXX. They want to see income but I do NOT have taxable income outside of my drill pay as I am on XXXX and using XXXX XXXX. I can not pay during modification because the account is closed during the application process ; thus, them stating I am default. I have spend XXXX man hours on the phone, uploading documents, uploading tax information so I can pay my mortgage. I just want to PAY the mortgage. I have attempted to call, submitt written complaint and pay all of which has been denied. They state I have to pay the full balance but that is the reason we are in modication, so that they balance is split into new monthly payments. I wouldn't have submitted for modification if their staff couldn't complete the process. I have been in application and underwriting for six months which is affecting my credit. I believe this in an attempt to taken a XXXX XXXXXXXX loan property from a XXXX veteran that sits in a prime location in North Carolina. I only want to pay my mortgage but I can not as the account isn't open for partial payment during modification. I finally received a notice that I should speak to an attorney if I am represented by one at the exact time receiving documents that I have completed the documentation process for modification. How is it possible to receive a notice for debt while refinancing in modification while being protecting during the process, while the documents have expired, while stating I am complete?

Company response to consumer: Closed with explanation