Consumer complaint received 2023-05-03
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I contacted Mr. Cooper servicer of my mortgage for XXXX XXXX to inform them I would be 2 weeks late due to an emergency. They acted very concerned and offered me a forbearance which had to be for 3 months minimum and assured me there would be no fees, no penalties, negative credit reporting and I would have the choice to either pay the full amount in forbearance at the completion of the period, pay monthly amounts to bring the account current or add the due balance to the end of the mortgage period which would be extended depending on the total. I accepted. Within 2 days they reported the mortgage delinquent and I received bi monthly fees for inspection of the property, despite the promises made and agreements with the government. When I researched the internet I found this is the standard abuse for which they have been sued and were penalized and there is a class action law suit in Maryland. When I called to close the forbearance and assume regular mortgage payments I was told I had to either pay in full or surrender the title, they would sell the house at below price to expedite closing and they would demand the balance from the V.A. I refused and reminded them of the promises which they deny were made. However, I recorded all 4 phone calls and they clearly demonstrate beyond doubt they made the promises without conditions. They asked me to send an application and 2 documents to apply for relief which I did. They then asked for clarification but then discovered they were going forward with Foreclosure while pretending to be reviewing a solution which violates the court order intered by the company with the federal and state government promising not to foreclose while pretending to be reviewing a solution. I told the agents by phone and in writing about the court agreement obligating them to act in good faith but they just ignored it and said there is no prohibition. 
I have repeatedly requested they comply with the promises made and recorded but they ignore and say they never make such promises, just general comments. However, a lawyer, a retired judge and a retired prosecutor who listened to the 4 recordings say there is nothing ambiguous and the statements are clear and unequivocal. They also noticed the agent starting recording when she read the statements telling me they were offering me the forbearance, that I would get a letter in the mail. I recorded from the first hello to the last goodby because they advise callers the call will be recorded which gives me the legal right to do the same. I wonder the intention behind recording what is good for them and not what they promise customers. 
The number of demands, legal action and complaints make me wonder how such company can still be in business. 
I will also contact the Attorney General of Florida since they are part of the lawsuit which produced the consent agreement. I am also looking for lawyers to help pro bono and file a class action since I understand there are other homeowners in the same situation,

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation