Consumer complaint received 2023-08-17
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Our mortgage loan is delinquent due to economic hardship caused by the XXXX pandemic. I have tried to resolve this matter with first XXXX XXXX and recently Mr. Cooper for over one year and have run into brick walls as they have refused to play by the rules or provide me with access to assistance programs. Our hardship is resolved, my husband and I are both back working full time and we are able to make our regular payment, the issue is the past due payments that are continuing to accrue and push me into foreclosure. Our loan is close to being paid off ( only owe about $ XXXX ) and the obstruction by Mr. Cooper is unethical. Instead of working with us as required they are trying to steal our home. 

We bought our home nearly 30 years ago and our mortgage was with XXXX XXXX for most of that time. We paid our monthly payment of {$400.00} on time for decades. In XXXX  my husband was in a bad car accident and out of work for close to one year. Unfortunately this caused us to miss some of our mortgage payments, but we resumed making regular payments and XXXX XXXX accepted them. In XXXX  things took a turn for the worse due to XXXX. My husband lost his job and my hours were cut and we could not make the monthly payment to XXXX XXXX. I talked to XXXX XXXX agents and told them that the reason we missed payments was because my husband lost his job due to XXXX and my hours were cut. Wells agents told me that we were too far behind to be considered for any type of help and that Wells would no longer accept single monthly payments, we had to pay all past due funds in one lump sum. We could not do that and not long after that the loan transferred to Mr. Cooper. When we spoke to their agents they said there were no homeowner assistance options available and that we had to come up with the full past due balance of {$7000.00}. About a month later we got a letter from an Attorney for Mr. Cooper and we called in to see if we could apply for help since we had paid the mortgage on time for 25 plus years and our delinquency was mostly due to XXXX. The agent said no help available and now we owe {$14000.00} instead of {$7000.00}. How did the past due amount double in the space of a couple of months? We need Mr. Cooper to provide us with a full payment ledger and accounting of all payments made towards principal and interest, all legal fees, late fees, escrow and also " junk '' fees that Mr. Cooper has added to our balance. 

Our home is close to being paid off, then we were blindsided by a once in a lifetime pandemic and it affected our income. I have worked as a court clerk for the county for 20 plus years, and XXXX is working full time as a XXXX. We have the ability to pay our mortgage and our hardship is resolved. Our only problem is the company that holds our mortgage loan that tells us " we do not offer any solutions to help homeowners who are struggling financially due to XXXX  related loss of income, even if the mortgage loan is almost paid off ''.

Company response to consumer: Closed with explanation