Consumer complaint received 2023-03-01
Company: Mr. Cooper Group Inc.
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
In XX/XX/XXXX I started a 12 month forbearance plan due to having trouble paying my mortgage due to the covid-19 pandemic. XX/XX/XXXX I was approved for a loan modification ( 3.125 % ) and partial payment. I received the documents and at the same time, XXXX was determined that I was eligible to get foreclosure assistance due to the covid pandemic. I called Mr. Copper and asked if I should do the modification first of allow the relief funds to go through first. I thought that once the {$30000.00} payment from XXXX went through, the amount that I owed would go down and therefore the payment would be different. The Mr. Cooper representative agreed so I waited until the {$30000.00} in funds went through before signing the final loan modification paperwork. 
Immediately after the XXXX funds were received, Mr. Cooper said that I was no longer eligible for a loan modification due to my loan being current. I could start a new one but it would be at a significantly higher interest rate. 
I filed a complaint with the CFPB on XXXX ( # XXXX ) because I felt as though Mr.cooper/XXXX should honor the terms of the loan modification that I was approved for. XXXX I received a phone call from a lady named XXXX that had good news that they accepted the original terms of my loan modification and I would be receiving the paperwork in the mail shortly to sign. Once I got the paperwork, there were a gambit of numerical errors that I felt were meant to pull the wool over my eyes and be incredibly deceitful but after some back and fourth, I finally received the proper documents. I signed the documents XXXX and they were counter signed on XXXX. I have attached the counter signed documents showing that my new monthly mortgage payment would begin XXXX and it would be {$1700.00} and have an interest rate of 3.125 %. 
I called and emailed in both XXXX and XXXX to attempt to make my payment but they were only able to book loans 1 day each months and everything was good. I received a call on XXXX stating that I needed to submit {$5500.00} for XXXX, XXXX and XXXX payment. I said that I did not have {$5500.00} and I was told that in that case, I would need to do a new modification. At that point, the average interest rate was 7 % rather than the 3.125 % that I was approved for twice. I filed a 2nd CFPB complaint on XX/XX/XXXX ( # XXXX ). 
According to the response, I needed to pay the {$5500.00} for the loan to book. Which is untrue. I have attached the countersigned loan documents and they state that the interest rate changes XXXX and the loan modification is in effect at the time the modification is countersigned which was XXXX. 
I was going to continue to fight this with Mr.CooperXXXX however XXXX in XXXX, I received a letter from XXXX saying that I may be eligible for pandemic mortgage relief. I emailed the group at XXXX to make them aware that the modification should already have gone through, however, since they were being difficult, I will be receiving additional funds from XXXX to cover what was originally asked and I expect that everything should be squared away once those funds are received. 
The XXXX deposited {$27000.00} on XXXX Mr. Cooper and XXXX are still refusing to move forward with my load modification that I have been approved for TWICE already. They are stating that the loan modification was not booked/completed due to me not making the {$5500.00} in payments in XX/XX/XXXX. I refuse to make any payments at all until I had a valid invoice/statement with the correct interest rate and Mr.Cooper/XXXX is saying that XXXX need to pay {$5500.00} to be able to be given documentation with my interest rate that I was already approved for. 
Please review the countersigned notarized document by myself as well as the vice president of XXXX mortgage. My expectations would be that my interest rate be lowered to 3.125 % and since there has been a {$27000.00} payment from the HAF, I would assume and expect that my monthly payment would be lower than {$1700.00} that was previously quoted. The loan modification document states that as of XX/XX/XXXX ( regardless of any payments ) my interest rate will be modified to 3.125 %. 

Thank you.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation