Consumer complaint received 2020-08-10
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hurricane Harvey took place in XX/XX/XXXX. At that time my family was financially impacted as a result I contacted my mortgage company Nationstar, now Mr. Cooper to ask for alternative payment methods. My intent was to make my mortgage payment at a later date. I did not ask for the payments to be reduced. After months of calling my mortgage company I was advised not to worry and that they would take care of me. I became very concerned because online I could see the amount owed was increasing from month to month. When I called and expressed my concern I was told that they would update the amount due to reflect the original monthly payment as well as have a notary come to my home to sign some documents to confirm the change. I signed the forms in XXXX and no further communication was received. In XXXX of XXXX I reached out to my mortgage company to inquire about the option of refinancing to lower my monthly payments. I spoke to XXXX XXXX who advised me that I pre-qualified. I then was linked to the mortgage processor XXXX XXXX who advised me that I had approximately a $ XXXX lien on my home. I was very confused because I do not recall doing this. After much thought the only thing I could think of was the payment adjustment I did in XXXX. I explained this scenario to XXXX who stated he did not understand what I was saying and requested it writing so that he may forward it own to his superior. I tried to explain to him that the lien must have derived from his company he had not understanding. I also explain several times to XXXX XXXX who then stated verbatim " We did not place a lien on your home. '' In my last conversation with XXXX he stated that his department was in the process of requesting the source of the lien. On XX/XX/XXXX I contacted Mr. Cooper and was transferred to XXXX who elected not to provide his last name, employee id XXXX. After speaking with XXXX for a a few seconds he was able to confirm that the lien was in fact derived from the mortgage company. I outlined my concerns of the following : 1. Currently there is a pandemic and the automated messages elude to assisting customers in their time of need. I was routed to 3 different automated messages all of which had marketing geared towards getting financial assistance during the crisis. I explained that was the case during Hurricane Harvey and it was extremely difficult to get anyone on the line. This tactic is bait and switch. The mortgage company appears to be helping you in a time of need but instead they place a lien against you home unbeknownst to the home owner. 
2.The are significant knowledge gaps amongst the companies representatives and that leads to the company providing misinformation to the home owners. 
3. I was told countless times I had nothing to worry about in this process and that my mortgage company would take care of me but instead they took advantage of ignorance. 

As a first time home buyer using an FHA loan I feel as though I have been mistreated due to my race, gender, and ignorance. I relied on my mortgage company to guide me in making the right decisions for me and my family during a time of need and instead they turned around and placed a lien on my home.

Company response to consumer: Closed with explanation