Consumer complaint received 2021-07-22
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I went into a Covid forbearance program in XXXX, XXXX with Mr. Cooper for my mortgage due to a job lay off. I was told that I would be able to enter into a Covid 19 Stand Alone Partial Claim when my 6 months was complete. In XXXX of XXXX, I reached out countless times to Mr.Cooper to end forbearance and begin paying my mortgage due to getting a new job. I was told I was not eligible for the Stand Alone Partial Claim and I had to fill out paperwork for other options, which I did. I received a notice at the end of XXXX that I could only qualify for a 6 month re payment plan for my regular mortgage payment and an additional {$2000.00} per month. I told them that I couldn't afford to pay that. One of the many representatives that I spoke to on XX/XX/XXXX told me to write an appeal to the Underwriting Department as there is a waterfall effect and they would try the next possible option. I did this and did not hear back. I wrote to Mr. Cooper on XX/XX/XXXX and they did not answer my question about the appeal. I then received a collection notice for the amount due from Mr. Cooper. I next spoke to an agent for Mr. Cooper on XX/XX/XXXX to find out why I could not get the Covid 19 Stand Alone Claim and he said it was a hard " no '' from underwriting and the only choice I had was to pay the 6 months payment plan or liquidate my home. He then advised me to stay in the forbearance program for 6 more months to try and pay down the amount due. I did this as I had no other choice. I have been paying my regular mortgage and a little extra, but it will not pay down the loan. I had gotten in touch with HUD and XXXX XXXX, a Housing Program Specialist for HUD, previously and, at that time, she told me she would help me to find out why I could not do the Covid 19 Stand Alone Claim. We emailed back and forth several times and she gave me the name XXXX XXXX and that she was my loan specialist and she would get back to me. I spoke to XXXX XXXX on XX/XX/XXXX and she said I did not qualify for the Covid 19 Stand Along Claim because I was behind on my mortgage on XX/XX/XXXX. I told her that the rule was changed on Hud 's website and they took that out of the requirements. So, I am eligible because I am keeping my home and I am able to make my regular mortgage payments. She said I was wrong and she couldn't help me. I have since written a few times to XXXX XXXX with proof from the Hud website that I do qualify and she has not emailed me back. I am attaching the website that I found this information and the qualifications for your review. I have actually spoken to countless agents from Mr. Cooper and I know they have recorded the conversations with no help at all for proof of my claims. Please help me to show them that I do qualify for the Covid 19 Stand Alone Claim so that I can end this forbearance, put the amount to the end of my loan and begin making my regular mortgage payments. This has been a nightmare dealing with them and I really need some help. The HUD website is : https : //www.hud.gov/sites/dfiles/SFH/documents/Update_to_FHA_COVID_19_Loss_Mit_Policy_02-22-21.pdf The eligibility requirements begin on page 19 and were updated XX/XX/XXXX to state : ML XXXX updates the Borrower eligibility requirements removing the requirement that the Mortgage was current or less than 30 Days past due as of XX/XX/XXXX This is proof that I am eligible for the Covid 19 Stand Alone Claim at this time and I would like to handle my re payment that way. 
Thank you for your time and effort, XXXX XXXX

Company response to consumer: Closed with explanation