Consumer complaint received 2023-12-06
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
We are again contacting XXXX to request a fair and legal trial payment plan because our former lender, Rushmore, didnt do it, such as forbearance, before considering a permanent loan modification. This will allow us to make reduced or no mortgage payments for a specific period to avoid foreclosure. We are referring to the foreclosure prevention alternatives notice under the California Civil Code and are committed to fulfilling our obligations. We would like to ask for a 30-day time frame to consider our options and avoid further delays. I want to make sure you know that the offer for the FHA XXXX Standalone Partial Claim that was sent on XX/XX/XXXX was not accepted, despite our repeated efforts to appeal it on XX/XX/XXXX and XX/XX/XXXX before the offer expired on XX/XX/XXXX. It's worth noting that they gave us only XXXX weeks to do the paperwork and get it notarized, even though during the first call on XXXX/XXXX/XXXX, the customer service representative assured us that we would have 30 days. Additionally, XXXX 's cyberattack made it extremely difficult to communicate with them, which only added to our frustration. It's unacceptable that this has happened twice now, first with Rushmore and their " transferred '' status and now with XXXX and their cyberattack. Many mistakes have been made for over a year, leading to an unfair foreclosure. The Rushmore and XXXX companies could have prevented this, which is why I am filing a complaint and appeal. I have presented all the written facts below and summarized them chronologically due to the large amount of support in the documentation. If you need to verify, I will present all of them if necessary. XXXX did not provide an apparent response to any of our loan applications. They only informed us twice that our applications were incomplete but have yet to give more feedback after completing them. Similarly, Rushmore did not offer any response either. Despite being requested to do so, XXXX has yet to respond to our complaint or the Consumer Financial Protection Bureau ( CFPB ). Additionally, XXXX did not respond to California Mortgage Relief when they attempted to contact them twice through the XXXX XXXX regarding our case. During the cyber-attacks, XXXX did not respond to customers for XXXX weeks. On XX/XX/XXXX, XXXX XXXX placed an order with XXXX XXXX XXXX  XXXX XXXX and Election to sell under the deed of XXXX, with order number XXXX. The Declaration of Compliance was submitted, affirming that 30 days or more had passed since the initial contact was made. I am filing a formal complaint with XXXX regarding the information presented in this document. We request a trial payment plan, such as a forbearance, before being offered a permanent loan modification. XX/XX/XXXX : LoanCare letter/mail. Order number XXXX of a copy of the request by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX to sell under deed of trust on XX/XX/XXXX. The Declaration of Compliance declares that : XXXX. The mortgage servicer has contacted the XXXX pursuant to the California Civil Code, assess the Borrowers financial situation and explore options for the Borrower to avoid foreclosure. Thirty days or more have passed since the initial contact was made. To clarify, I am not the borrower of the XXXX loan or the former lender, Rushmore. I am XXXX of the co-trustees. It's been a while since we contacted them, and the last time was on XX/XX/XXXX when we spoke to them twice over the phone. My husband acted as the borrower, and I acted as a third party. The first call was for XXXX minutes at XXXX XXXX, and the second was for XXXX minutes at XXXX XXXX. During these calls, we agreed with the XXXX representative to send us another application by email. They sent us the application on XX/XX/XXXX, and we had 30 days to complete and submit the paperwork after they sent the package by mail ; it arrived on XX/XX/XXXX. We did not need to have any further contact with them. However, on XX/XX/XXXX, they requested a recording with bad intentions, which was less than 30 days since the last time. However, on XX/XX/XXXX, they asked for a recording with bad choices, which was less than 30 days since the last time we contacted them, and as I said, we needed to wait for the package to arrive to sign in if we accepted the offer. It's worth noting that we had made several unsuccessful attempts to contact XXXX and Rushmore months before. XXXX and Rushmore seemed only interested in eliminating the special trust and sending us to foreclosure immediately. Additionally, pursuant to the California Civil Code, to include all updates effective XX/XX/XXXX. XXXX. The mortgage service has not denied the borrower a forbearance request on or after XX/XX/XXXX. XXXX never gave us a definite response via letter or email regarding the approval or denial of our applications. However, they did communicate with us over the phone. They stated multiple times that they were unable to approve all our applications because we needed to eliminate the special trust first. It is very possible that this same reason was also responsible for Rushmore 's rejection.

Company response to consumer: Closed with explanation