Consumer complaint received 2024-01-22
Company: Mr. Cooper Group Inc.
State: IL
Product: Debt or credit management
Sub-product: Mortgage modification or foreclosure avoidance
Issue: Confusing or missing disclosures

Complaint:
I was laid off from XXXX XXXX in XXXX due to XXXX. I have been getting buy on little to nothing, and using my savings.This year I had a large payment come up, and my savings went down. I applied for the Homeowners assistance with the XXXX XXXX XXXX XXXX in XX/XX/XXXX. I noticed that I was not receiving responses in regard to this and called, only to find out it didnt go through online. So, I tried again and completed the application in XX/XX/XXXX. I was told that the XXXX XXXXXXXX XXXX XXXX ( XXXX ) was processing the applications, and I passed this info onto my lender. Meanwhile I am getting further and further behind on my mortgage, because I believed my request was being processed. In XX/XX/XXXX I found out that the XXXX had run out of money. 
In XX/XX/XXXX ( I think it was around XX/XX/XXXX ) I talked to my lender Mr. Cooper and advised of the situation and asked for Repayment Assistance. The representative of Mr. Cooper advised that my Interest Rate of 3.75 % would remain. I was asked if I could afford my current mortgage payment of {$1900.00} going forward, and I said yes. So, I agreed to the option. She advised me that once approved paperwork would be sent for me to sign, and my first payment would be in XX/XX/XXXX. Again, she said my payments would remain the same at {$1900.00}. I called again in XXXX to check on the process and was advised that I was approved, and paperwork was being sent for me to sign. No one said anything about my interest rates or payments going up. 
I just received the paperwork, and they are offering me an FHA Modification and partial claim, but my interest rate will now go up to 7.5 %. I was advised my interest rate would stay the same at 3.75 %. This will make my interest payments go from {$1300.00} to {$2400.00}. It doesnt take a genius to understand that raising the interest rate and payments up, when someone is already struggling, is not going to help or is it assistance. This is just making matters worse. Not to mention that Mr. Cooper is handling my paperwork, but my payments are going through XXXX. I advised that I could not do this, and I was originally advised that my interest rate would stay at 3.75 %. They told me I had to sign the offer and get the paperwork by XX/XX/XXXX, and I said I was not going to accept the 7.5 % interest, because they told me I would only be paying the 3.75 % interest rate. These calls were recorded, so please listen to the recordings. 
This means that I will have to walk away from my home. The house next door sat vacant from XXXX until XX/XX/XXXX. In XXXX my daughter and XXXX child died leaving me her daughter to raise. Then XXXX XXXX laid me off knowing I was raising my granddaughter. I went to XXXX and obtained a XXXX XXXXXXXX XXXX, and Im still trying to keep my home, so my granddaughter has a stable home to grow up in. 
Is this what the United States has come to? Raising interest rates so people lose their homes?

All Im asking for is for the Modification and partial claim, for a responsible resolution to incorporate missed mortgage payments into my current loan, and to keep my interest rate of 3.75 %, so I can afford to make my mortgage payments and keep my home, so I can raise my granddaughter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation