Consumer complaint received 2022-03-05
Company: Mr. Cooper Group Inc.
State: KS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXXXXXX XXXX, sub servicer, XXXX Mortgage sold our loan to Nation Star Mortgage XXXX : Mr. Cooper effective XX/XX/XXXX, prior to this transfer in XXXX, XXXX we were impacted by employment/income reduction due to XXXX XXXX, pandemic, XXXX, our lender at the time approved us for a XXXX XXXXXXXX Partial claim that would extend our loan period of the XXXX payments we needed assistance with through a process called load modification, we continued to make our monthly mortgage payments with the understanding the XXXX payments we defaulted would be extended to the back of our loan and our account would be brought current. 

We submitted signed notarized documents for the loan modification process request by XXXX, submitted via overnight mail to XXXX and received confirmation XXXX received them XX/XX/XXXX. Surprisingly we received a notice from XXXX dated XX/XX/XXXX advising us since they transferred our loan to a new lender, Nation Star XXXX : Mr. Cooper they will not be able to process our loan modification and stated they have transferred our paperwork to Mr. Cooper. 

We reached out to the new lender, Mr. Cooper on multiple occasions beginning XX/XX/XXXX to confirm if they received our load modification paperwork from XXXX, only to be told they have XXXX  days to complete the transfer of the loan including payments, paperwork to the current terms of the loan. I continued to reach out to this lender to make sure what we are being told is accurate and that our claim is being processed of the loan modification, through countless hours of calling Mr. Cooper including conference calls I requested with our prior servicer & Mr. Cooper to make sure this is getting processed we were left hopeless and furious to be informed they don't have our paperwork XXXX days has now gone by since the transfer of the loan and now to be told we need to submit new documents. Mr. Cooper mailed us new documents to sign w/notary XX/XX/XXXX we quickly returned the signed documents to Mr. Cooper using the XXXX Priority Label they provided us. When I called to confirm receipt of our paperwork and gave them the tracking information confirmation dated XXXX showing received and signed by XXXX  XXXX, they proceeded to tell me they can not locate our documents we sent them. 

At this point I am beyond furious of the lack of support and resolution this company had to offer so I decided to email a manager given to me by Mr. Cooper, representative XXXX, XXXX I submitted our concerns to this individual and to no surprise we never received a reply, I then submitted a " ticket '' to Mr. Cooper message center at the site on my account and naturally no reply. 

We have made ALL payments to Mr. Cooper since the inception of the transferred mortgage XX/XX/XXXX. I am requesting an immediate response to this complaint. 

In addition, Mr. Cooper sent a notary service company to my door to hand letters when in fact we already provided our signed notarized documents. 

On a file note, through my research of the new lender, Mr Cooper, we have a greater concern that XXXX XXXX XXXX XXXX  sold our loan to a lender Nation Star, XXXX Mr. Cooper while this company is actively being litigated for payment processing errors and various other non-compliant actions via class action lawsuit.

Company response to consumer: Closed with explanation