Consumer complaint received 2023-01-17
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
This is involving my current Mortgage company Mr. Cooper XXXX XXXX XXXX XXXX XXXX  XXXX, TX XXXX I have experienced ADA violation with them. I am XXXX and I have requested a sign language interpreter several times and they denied it. They also lied to me. I was covered until the XXXX mortgage program where I did not make payments for 12 months. When it ended, I told them that I wanted what I owe to be extended at the end of my loan. They tricked me by saying oh I qualified for modification which reduced my payment by {$500.00} a month and interest rate is the same. Nothing is new. However I needed the notary person that they hired to come to my home for me to sign the papers. They said its just to start back up the mortgage. I asked for interpreter and they said no need to. And that if i want interpreter, I have to pay for myself. I know per ADA law, companies like hospitals, schools, and etc must provide interpreters if a XXXX  person request it. They said no no. No need. XXXX telling you what it is. Its just to restart the mortgage. But theres an urgency that I have to sign. Notary person came and XXXX deaf and I couldnt understand her at all. But based on what and. XXXX said, I signed it. Very recently I told several people neighbors who are in the mortgage company, they said did I realize I signed the partial deed claim for {$110000.00} and even for 12 months, it is awfully very high. I had XXXX friends who are lenders and they said it does not sound right and told me this is NOT required when I wanted to add those 12 months after 30 years loan. So they lied to me and they did not provide an interpreter. If they had provide an interpreter and interpreter signed what the notary person said on the papers, I would have NOT signed the papers. I contacted Mr. Cooper numerous of times. Spoke to said supervisors and all I got was we dont provide interpreters. You have to bring XXXX yourself. You dont need an interpreter. All you had to do was read it. Everything was all there and lastly its too late now. You signed it. You should have read it. Then in order for me to reversed it, the supervisor said then you must pay XXXX {$110000.00} today. How the heck does not paying for 12 months equaling {$36000.00} come up to be {$110000.00} and was the 12 months payments supposed to be recovered and paid at the end of the 30 years loan? They really took advantage of my XXXX and XXXX as I was using videophone  to communicate with them using interpreters. Even the interpreters told me after I hung up with them to contact a lawyer because they took advantage of me and they violated XXXX XXXX by NOT providing me interpreter therefore I couldnt understand what I was signing even though they lied and said oh its to restart your mortgage. I was not familiar with Mr. Cooper because I bought my home XX/XX/XXXX and within that year, my mortgage was bought out 3 times and during XXXX, Mr. Cooper became my mortgage and they said oh you dont have to pay cuz of XXXX and telling me all kinds of lies so they can get me to sign the {$110000.00} partial claim deed of trust. They violated my rights over and over and over again. They violated the ADA law.

Per ADA law, People who have vision, hearing, or speech XXXX ( communication disabilities ) use different ways to communicate. For example, people who are XXXX may give and receive information audibly rather than in writing and people who are XXXX  may give and receive information through writing or sign language rather than through speech. 

The ADA  requires that title II entities ( State and local governments ) and title III entities ( businesses and nonprofit organizations that serve the public ) communicate effectively with people who have communication XXXX. The goal is to ensure that communication with people with these XXXX is equally effective as communication with people without XXXX. 

This publication is designed to help title II and title XXXX entities ( covered entities ) understand how the rules for effective communication, including rules that went into effect on XX/XX/XXXX, apply to them. 

The purpose of the effective communication rules is to ensure that the person with a vision, hearing, or speech XXXX can communicate with, receive information from, and convey information to, the covered entity. 
Covered entities must provide auxiliary XXXX and services when needed to communicate effectively with people who have communication XXXX. 
The key to communicating effectively is to consider the nature, length, complexity, and context of the communication and the persons normal method ( XXXX ) of communication. 
The rules apply to communicating with the person who is receiving the covered entitys goods or services as well as with that persons parent, spouse, or companion in appropriate circumstances. 

For people who are deaf, have hearing loss, or are deaf-blind, this includes providing a qualified notetaker ; a qualified sign language interpreter, oral interpreter, cued-speech interpreter, or tactile interpreter ; real-time captioning ; written materials ; or a printed script of a stock speech ( such as given on a museum or historic house tour ). A qualified interpreter means someone who is able to interpret effectively, accurately, and impartially, both receptively ( i.e., understanding what the person with the XXXX is saying ) and expressively ( i.e., having the skill needed to convey information back to that person ) using any necessary specialized vocabulary. 

Mr. Cooper violated my rights to have a certified sign language interpreter for when the notary person came to interpret what the notary was reading on the papers. If i had an interpreter, I would not signed it. The excuses of well you didnt have to sign it if you didnt understand it is not a reason to waive that rights. I was bullied and rushed to sign it with urgency and Mr. Cooper said it was just to restart the mortgage and what I asked for was good. Which was XXXX percent interest rate and the missed payments to be paid after 30 years loan allowed to federal XXXX mortgage program.

Company response to consumer: Closed with explanation