Consumer complaint received 2021-08-27
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of 2020 I called my loan servicer, Mr. Cooper ( actual name of the company ), and was immediately granted Pandemic Forebearance. On XX/XX/2020 I called with several questions re how the Forbearance would work. I was told by the Mr. Cooper agent that the Forbearance covered XXXX thru XXXX at that point and my not being current did not matter, I was now " protected. '' I was only past due for the XXXX and XXXX payments at that time and concerned about being able to pay before the last day in XXXX to avoid being 90 days delinquent. Again the agent told me not to worry, that Mr. Cooper " wanted to help during these trying times. '' Throughout my 16 month Forbearance I stayed in contact with Mr. Cooper to plan for what came after my Forbearance ended. For several months I was assured by agents I would be offered a Deferment. On almost every single call, I was given conflicting information from the call before. Transferred to many extensions with those agents confused as to why I had been transferred to them. Many times disconnected after waiting on hold up to one hour or more. Never once was my Single Point of Contact, as listed on mailed correspondence, available to speak with me. 
I've kept very detailed notes with names and dates if these are needed later. 
Although my mortgage is not Federally backed, from the time I was granted Forbearance up until this past XX/XX/XXXX when my Forbearance ended, I was told that Mr. Cooper is " following the guidelines of the CARES ACT. '' Unfortunately, their following those guidelines ended when my Forbearance ended. I was not only denied a Modification because I was not current on my loan at the onset of Forbearance and because my equity is not low enough, but also denied the Deferment because of not being current. My lender is only offering a Short Sale or a Deed in Lieu. My lender would rather Foreclose on my home of 25 years than to extend Deferment because of 2 past due payments. This is especially hurtful since I had been assured since the beginning by several Mr. Cooper agents that my being behind did not matter. If I had been given accurate information in XXXX of 2020, I would have delayed asking for Forbearance until I could borrow money from family to get current. 
I have sent letters, emails, and Messages through my Mr. Cooper online account asking for help to avoid Foreclosure. I've made suggestions such as my paying a lump sum of the two months I was delinquent in order to be considered for Deferrment. I've asked for a Balloon Payment to be added at the end of my loan. No help is forthcoming. 
Yesterday received an email response to my latest plea for help. It was from a loan executive at Mr. Cooper and again contained misinformation. Most distressing is that in regards to my informing them that on XX/XX/2020 their agent ( I stated the name, his location and exact words ) told me my not being current did not matter and that the Forbearance covered XXXX thru XXXX, the loan executive told me that could not be verified because the phone recordings had been " purged ''. I responded today by email letting him know I would be filing a complaint with the CFPB. I also included a lengthy account of all the misinformation I'd received from Mr. Cooper and again asked that they contact my lender on my behalf and ask them to work with me to keep my home. 
I am a XXXX year old woman on XXXX  XXXX. This has been my only home for 25 years. I am extremely stressed and can not eat or sleep much over the thought of losing my home. I am only asking for help and what is fair. Why would anyone Foreclose on a home when someone was not in Foreclosure at the time Forbearance help was offered? 
I have contacted CalHFA and am hoping to be eligible for their HAF program when the Treasury approves the plan they have submitted. Mr. Cooper has informed me that I will start to receive Foreclosure notices after XX/XX/XXXX. I truly hope my lender reconsiders and broadens their guidelines to include everyone who received Forebearance. I wish my loan was Federally backed so I would not have to be going thru this. 

Thank you so much for your help. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation