Consumer complaint received 2022-10-12
Company: Mr. Cooper Group Inc.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom It XXXX Concern : XX/XX/XXXX, I suffered a XXXX XXXX exacerbation that rendered me unable to work and I immediately contacted Mr. Cooper to apply for loss mitigation. As I waited for Mr. Coopers response, I called in for updates and was instructed to upload verification documents such as XXXX XXXX XXXX, bank statements, hardship letter, profit and loss statements and I was responsive. 

XX/XX/XXXX, I relocated and filed a change of address. Throughout my move I remained in contact with Mr. Cooper and again, I was only instructed to upload documents and told my application was still under review. I would like to note that the Dedicated Loan Specialists are nonexistent because I have never been able to speak with any of the Dedicated Loan Specialists that Mr. Cooper allegedly assigned to my account. 

Fast forward, the Pandemic starts and I contracted XXXX along with several family members which created even more challenges. XX/XX/XXXX, I received notice that Mr. Cooper placed my account on the Pandemic Forbearance Plan and instructed me to not make my monthly mortgage payment of {$2100.00}, starting XX/XX/XXXX. Although Mr. Cooper placed my account on the XXXX XXXX, I remained responsive in trying to keep my home. XX/XX/XXXX and XX/XX/XXXX are the two dates that I received notices of the Pandemic Forbearance Extensions. 

On several occasions, Mr. Cooper listed the incorrect property valuation that I appealed and Mr. Cooper instructed me to pay {$200.00} for another exterior Broker Price Opinion. I appealed each loss mitigation denial and submitted the following CFPB complaint on XX/XX/XXXX. 

During the Great Recession, like so many Americans, I financially struggled to pay my mortgage and faced foreclosure. I also had health issues and was diagnosed with XXXX XXXX. Making every attempt to keep my home I contacted the mortgage company, XXXX XXXX XXXX, for mortgage assistance options. As I worked to follow XXXX XXXX XXXX ' instructions, which were often misleading, confusing and untimely, my account incurred fees which were never waived as promised. The deferred fees were transferred with my account when it was sold to Nationstar Mortgage and now total approximately {$1400.00}. XX/XX/XXXX, I suffered a XXXX XXXX exacerbation that rendered me unable to work. My health has forced me to apply for XXXX and I contracted XXXX XXXX which created even more challenges. I am now seeking mortgage assistance on two mortgages with Mr. Cooper. One modification has been denied twice and is currently pending after Mr. Cooper ordered a property valuation that was my financial responsibility. The other mortgage that was sold to Nationstar is under forbearance. 


XX/XX/XXXX, I emailed Mr. Cooper a Reasonable Accommodation Request and during that timeframe I uploaded information/medical records about my XXXX and Mr. Cooper even made a request that I include a statement that I am XXXX. 


In addition, I submitted the following complaints to the CFPB on the listed dates. 

XX/XX/XXXX For approximately three years, I have submitted required information to Mr. Cooper for a loan modification from Mr. Cooper and the company has denied my request. In response to instructions from Mr. Cooper, I paid for a Broker Price Opinion and the Broker Price Opinion 's was higher than what Mr. Cooper initially said. Mr. Cooper still has the lower valuation noted on my account and again, denied my loan modification. Therefore, my complaints against Mr. Cooper are the fee I paid for the XXXX XXXX XXXX, failure to review my loss mitigation options within 30 days and the misrepresentation of my property valuation, my payment history and the pay-off amount. 

XX/XX/XXXX Mr. Cooper has continued to decline my application for a loan modification and prolong the process with needless demands to resubmit documents. During this process the appraisal I was instructed to pay for expired due Mr. Cooper 's negligence. Despite the documents I submitted, Mr. Cooper reviewed and listed the incorrect income and insurance costs and property value as they repeatedly declined my loan modification application. As a result, my home is now in foreclosure, again, due to Mr. Cooper 's negligence. 


XX/XX/XXXX Mr. Cooper continues to decline my retention request, see below, you were not approved for the following retention option ( s ). You were evaluated for mortgage payment assistance based on the eligibility requirements of XXXX Bank XXXX XXXX, but were declined for the following program ( s ). Proprietary Modification - Declined Denial Reason : Insufficient Monthly Payment Reduction We are unable to offer you a modification because in performing our underwriting of a potential modification we could not reduce your principal and interest payment. 

XXXX XXXX. 
Mr. Cooper continues to decline my retention request, even though I can afford the current payment and would like to stay in my home. In addition, Mr. Cooper used the incorrect property valuation and refused to review my income, all factors in their denial of my request. 

On XX/XX/XXXX, I called Mr. Cooper to learn of the available options after the last loss mitigation denial and the representative informed me that my first loss mitigation was approved XX/XX/XXXX. Mr. Cooper never made me aware of the XXXX approval or to begin trial payments during any of the phone conversations requesting an update and I never received any notices via email or XXXX. In XXXX XXXX CFPB responses, I was not informed of the approved either. 

XXXX XXXX unresponsiveness and poor communication that, again, was often misleading, confusing and untimely denied me the opportunity to receive the help that was offered with the first loss mitigation approval. As a result, my home is now in foreclosure due to Mr. Cooper 's negligence and Mr. Cooper continues to report late payments to the Credit Bureau which has decreased my FICO.

Company response to consumer: Closed with explanation