Consumer complaint received 2022-11-09
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We have been trying to remodify our home mortgage with Mr. Cooper since XXXX due to unforeseen hardships caused by XXXX. 

XXXX, XXXX - We were approved for a trial period modification, in which we upheld our end, and made all three payments in full, and on time. As a result, XXXX approved the loan modification. 

XXXX, XXXX - The paperwork that we needed to send back to the company, did not get signed and returned on time ( that was a mail issue ), so Mr.Cooper sent us a statement showing that we owed approximately {$6000.00} for our missed mortgage payments and late fees. 

XXXX, XXXX - When I called to figure out why the loan modification was no longer in effect, the representative told me that if we made the three payments that were late, by XX/XX/XXXX, that they would open back up the modification ; his manager confirmed and reassured us that it would be reinstated as well. I had asked during this call, why they did not want any payments that day, and the representative said that his manager told them it was cleaner if they received all payments at one time. 

XXXX - XXXX, XXXX - we continued to receive statement notifications, collection type calls, and threat letters regarding foreclosure, so I would call Mr. Cooper to verify that we were still on the track to pay 3 payments by XX/XX/XXXX. I was reassured that I was correct, and the modification would be reinstated once the payments were received. 

XX/XX/XXXX - I called in our payment of approximately {$5900.00}, and was told that within 7-10 days, the payment portal would open back up online, and I could go in and make our payment for XXXX. 

I continued to check the online account to make payments, but it never opened. 

XX/XX/XXXX, I called to see why our payment portal is still not open, the representative on the phone at that time told me that I was given inaccurate information, and there is no loan modification, and that our mortgage account is extremely past due. I explained to her all the steps we were told to take, and that we followed their direction, and she said yes, but your account is not in modification. She then spoke with her manager, and they said they would be working on our account to get it back into modification. 

XX/XX/XXXX - I called again to try and figure out the modification, and at this point, the representative that I got on the phone, said that her and her manager put us in for C-mod, meaning that our loan was put back in to modification status. She said to check back in 7-10 days and the online payment portal would be open, and we could start making payments. 

XXXX, XXXX - The payment portal was still not open, I called again, this representative said that our modification was denied, and no longer available for any discussion, that our mortgage was now past due, at this point about {$15000.00}. She said that she was going to reprocess/resubmit our modification documents to restart the process. 

XXXX, XXXX - we received a letter denying the loan modification, because we had failed to comply with the terms in our original agreement. 

We have 30 days to submit an appeal, but the way this company has been so inconsistent with their information, I hesitate to deal with them any longer, due to the fact that one representative to the next is giving out different, and obviously inaccurate information.

Company response to consumer: Closed with explanation