Consumer complaint received 2021-10-15
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
Loan # XXXX Estate of XXXX XXXX XXXX XXXX XXXX Mr. Cooper Please be advised that both my parents passed in XXXX. Since their passing I've have put the subject property townhome located at XXXX XXXX XXXX XXXX, Texas in my name " XXXX XXXX XXXX '' in XXXX XXXX XXXX Texas. I've applied for and was granted homestead exemption from the subject property. Just a note I was a licensed XXXX  XXXX  in Texas for 13 years. It was simple turn in current paycheck stubs and stay current on them and submit two years of last tax returns. Mr Cooper said there were different options and it would be real simple. 
I had called on XXXX XXXX Mr Cooper to start my MMA loan process since I had just got a job with XXXX  XXXX  position as a XXXX  XXXX. My balance at that time on the forebearance loan was about {$12000.00} I was told I could pay down as much as could and I would not be able to make any payments and it would be a quick process. I paid it down to about {$6400.00} my balance is now {$14000.00} plus. I was told if I needed to keep some cash for anything during the pandemic might be a good idea to save some cash. The nightmare was ending for me of being unemployed and I could get life back in order. It took three weeks to get application in the mail. I tried to get application sent me by Mr Cooper download but it was encrypted. My phone was old as well as my personal computer and was not able to get it opened. I entered password on phone and tried to download it stated password was wrong and no way to reset it. This process has just taken a toll on my work and my health never know day if I'm going to lose my house. They don't worry we are going to take of everything. I just want help in anyway shape or form. I spoke to an attorney he stated before hiring him I submit a complaint to your agency maybe you all could help. I work on this all weekend and if it sounds all mixed up and makes no Sense that's because it is but it's what I've been put through. This is just wrong plain and simple and if you look around at other forums I'm not the only one going through the same mess. Thank for taking the time to review. 


XX/XX/XXXX Emailed first MMA loan application, XXXX XXXX  dated XX/XX/XXXX E-mailed to XXXX. This email address is where they received documents and same email address where they just don't seem to get receive documents. RED FLAG Refer to XXXX  XXXX XXXX XX/XX/XXXX Emailed 2nd paycheck stub from my employer XXXX  XXXX. Refer to XXXX  XXXX. 

XX/XX/XXXX Emailed requested HOA fees they stated they can not understand nor could they figures how much the fees are for my HOA. I forwarded them what my HOA always sends to lenders and if was same info we sent on last refinance but they can't figure it out. Spoke to my HOA and they indicated no one else has a problem with what they send. Original docs for HOA sent on XX/XX/XXXX Please refer to XXXX  XXXX XXXX XXXX XXXX Forwarded for second time HOA Fees. The stated they did not receive the first time. They were sent to same email address. But keep in mind they stated o they could not understand the documents I sent on the XXXX. 
Refer to XXXX  XXXX XXXX XX/XX/XXXX During this this time they called and said I filled out wrong application after telling me to fill out the one I submitted. Also sent new XXXX XXXX They claim I filled it out the XXXX XXXX  wrong but no one can tell how to fill it out correctly. So I just filled in my name and address and signed it. I mean what am I doing wrong. 

XX/XX/XXXX They were suppose to fax me the right application to XXXX  XXXX near my house because I could not download the encrypted application. Set email to let them know i still have not received the so-called right application. Sometime between. XX/XX/XXXX and XX/XX/XXXX someone from Mr. Cooper finally help get the application and I sent it in. 
XXXX  XXXX XXXX XX/XX/XXXX Emailed employment letter. Tried to talk to escalation department that week I was told they could not talk to me because I was not on the loan. But I was told to update documents. You can barely read employment letter but I can forward via email need be. So being so upset and getting tired of there XXXX I re-emailed all documents to prove I was on the loan. I did not take daily notes and I regret not doing it but I'm trying the best I can to explain what I was put through to get this so called don't worry will take care of you loan. 

XX/XX/XXXX Emailed second loan application because 1st loan application they told me to submitt was wrong application and current paycheck stubb Refer to XXXX  XXXX XX/XX/XXXX Re-emailed XXXX now they are talking about IRS no longer accepts XXXX T it's now XXXX XXXX  conducted research on IRS rejecting XXXX T indicates it did not started not accepting XXXX T untill XXXX. Did not print no sense for this purpose refer to XXXX XXXX XXXX XXXX, XXXX Re-emailed HOA fees. 
Refer to XXXX  XXXX XXXX XXXX XXXX Emailed another XXXX XXXX  I just fill it not knowing what I'm doing wrong just fill it out and send it. I have been told several times it was filled out wrong but know can tell what I did wrong. Asked to have management call level 2 this is now a joke. 
XXXX  XXXX XXXX XXXX XXXX Emailed request to have management contact me. I noted in email that The Department of Savings and Mortgage Lending should be notified by me. Biggest mistake of not following through. I though them know I knew of the agency might help. NOT EVEN CLOSE IT GETS WORSE. Refer to XXXX XXXX XXXX XXXX XXXX Emailed request again to have management contact me. By this point which I stated my health is being effected no sleep from worring and it's starting to effect my work. We stated on XXXX XXXX XXXX to XXXX XXXX XXXX. JUST ANY REQUEST FOR HELP OR CALL BACK IS XXXX. 

XXXX XXXX Emailed my XXXX Tax return on email it's stars XXXX but it was XXXX. The lady that runs our tax office husband was diagnosed with XXXX so it was taking time to get paper work from her. Yes I said I wish I was XXXX. This is the worst experience I have ever had to deal with in my life. Refer to XXXX XXXX XXXX. XXXX not printing out any other attachments to send not spending another dime on this company. You have a request of an attachment I'll send it. 

XX/XX/XXXX Emailed info that I spoke to two loan offer friends my and they could not fill out XXXX XXXX  because it's lender specific. I had sent them a back one sign so they could fill it out themselves.During this time Mr Cooper finally sent a lender specific filled out XXXX XXXX Refer to EM XXXX XXXX XXXX XXXX Emailed current paycheck Stubb 's request to have senior mangement call. I would get call from Mr Cooper and they would hang up or say they could not connect to the person trying to call me. This went on all the time. Refer to XXXX XXXX XXXX XXXX XXXX Paycheck stubb for what have no idea where my loan is in process. 
Refer XXXX XXXX XXXX XX/XX/XXXX Online document states I need XXXX but Mr Cooper states just that. I get 1099 from unemployment and I get a 109XXXX for XXXX but your supposed to guess which one you need. I needed a 1099 G from unemployment. pathetic. Refer to XXXX XXXX XXXX XXXX XXXX Emailed XXXX G for unemployment. Refer to EM XXXX XXXX During this period now the want a P & L STATEMENT for XXXX but the lady that runs our little tax office husband is diagnosed with XXXX. 

XXXX XXXX Emailed that fact that I was working on getting XXXX & XXXX for XXXX statement but the husband of Mine that is the tax preparer of our tax office was diagnosed with XXXX and I don't want to bother her at this time. The only reason we have this little tax office is help provide income for Mine. Refer to XXXX  XXXX XXXX XXXX XXXX Emailed another update on why we need time to get XXXX & XXXX Refer to. XXXX  XXXX XXXX Finally get help started talking talking to XXXX XXXX XXXX. Emails current paycheck stubs to her she wants help and knows about our tax preparer Mine and her husband 's situation. I'm now in talks with my cousin retired accountant to see if he can help me get this P & L done. I SENT THEIR REQUEST NOW THEY WANT QUARTERLY STATEMENT ENDING XX/XX/XXXX XXXX XXXX XXXX XXXX statement. Just out of the Blue this XXXX is just pathetic get my cousin to help me again. 

XX/XX/XXXX Emailed XXXX XXXX current paycheck XXXX 's. She forwards to underwriting the XXXX I can figure and very grateful for her help. 
EM XXXX XXXX XXXX XXXX Emailed bank statements to my cousin so he can help with XXXX & XXXX Statement. 

XXXX XXXX Receive copy of XXXX & XXXX For XXXX ENDING XX/XX/XXXX and forward XXXX XXXX Emailed XXXX Assumed name of business which was my dad 's now there questioning the legitimacy of the business. XXXX XXXX Ending XX/XX/XXXX. 
Refer to XXXX  XXXX XXXX XX/XX/XXXX Got a call from Mr Cooper all my paperwork is out of date XXXX XXXX THIS PEOPLE. And the clincher I fill out wrong application again. Basically I'm just worn out from this whole process it's like they are just wearing down to force to to sell my home. Refer to XXXX XXXX XXXX XX/XX/XXXX Emailed XXXX again basically begging for help. 
EM XXXX XXXX Never heard back from her. 

XXXX XXXX Emailed another application. By this time I have sent them 3 separate applications. This can not be legal. Again they keep running me around in circles on the mean time my balance keeps rising. Refer to XXXX XXXX XXXX. 
WORK IS BEING EFFECTED CANT SLEEP JUST CONSTANTLY WORRIED WHEN THEY SAID THEY WERE HERE TO HELP. ABOUT READY JUST TO GIVE UP ON XXXX. 

XX/XX/XXXX Emailed the original first application they reject. I even told them I'm sending you an application you rejected the first time ... XXXX Refer to XXXX  XXXX. 

XX/XX/XXXX Emailed again for second time P & L foe quarter ending XX/XX/XXXX. Notice now how the get emails at the same address that they don't get emails. Refer to XXXX XXXX XX/XX/XXXX Emailed letter again trying to prove the valitaty of the Tax Office again and again another copy of business expenses. If I had know trying to help provide income for a person who has work for my mom and dad for 45 years was this bad I would have closed it. We keep the office open for Mine to help provide her income. By this time her husband has died of XXXX. 
XXXX  XXXX Somewhere in process they were question a check for {$400.00} plus range we accidentally put other under other expenses and it was a contract labor expenses. Explained that to a XXXX XX/XX/XXXX Emailed XXXX XXXX the updated Business Expense Report just as she requested we correct it. She said she would review it and this should be final correction. Man was I a fool. Refer to XXXX  XXXX XX/XX/XXXX I'm getting calls that I have not submitted the corrected regarding the experience they wanted correct XXXX I guess never forwarded the correction I have no idea nor at this point to I care this has got to be illegal in some way shape or for. Refer to XXXX XXXX XX/XX/XXXX Email XXXX XXXX to see what was going on with what she told me how to correct. This was just a error on our part on the original expense report. It's been almost a month since I sent it her her I believe it was XX/XX/XXXX. I'm still getting calls for it the corrected report. How can this be happening. Refer to XXXX XXXX XXXX XX/XX/XXXX Forwarded corrected Spreadsheet again and again to the XXXX someone they say they never received it.. 
Refer to XXXX  XXXX I SENT SAME EMAIL TWICE THAT DAY.

Company response to consumer: Closed with explanation