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

Complaint:
This is a ROUGH outline, of which I can add more detail and specifications if needed/requested. 

XXXX I made contact to give information regarding approval of the program- I was informed and pressed the best option was to reject the funding and apply for a modification. I did not want to do that. I was informed that from the transfer, he could see that it was previously in forbearance awaiting funds, but because the funds were not received before transfer Rightpath was using a legal loophole in making the loan current and not honoring the forbearance state. Prior to getting off the call it was requested to put it back in forbearance until the funding timeline could be identified and I was to call the program back and have them make sure they had updated contact information for Rightpath as well as understanding how funding would be applied if there was a modification request. 

XXXX I called back and spoke to a woman who confirmed that the prior agent in fact DID NOT put the account back in forbearance status, but she was able to accomplish that while on the phone together. She confirmed it seemed like the account was coded to receive funding but because of the balance she was not sure how to proceed, and would need to get in contact with the HAP dept to get more guidance. 

XXXX XXXX Spoke with a HUD housing counselor that I have been approved for assistance now, twice, but there are issues surrounding the mortgage loan being transferred four times within this time period and information not matching what was initially on the application/original loan information. Delays happen from changing the mortgage company and needed to re-reach out. I explained the volume of calls to the assistance program and thay they have 7 times now put out a request to Rightpath since XXXX without any contact information back. I shared a conversation with the assistance program case worker who was taking a special interest in this file. I was explained by HUD that the CARES ACTs intention was that a mortgage company is not to require a mass lump sum total payment for missed payments during forbearance once it endsthere is suppose to be some type of payment plan worked out or preference to accept state/fed assistance funding when applicable. There is an encouragement for mortgage companies to participate with these programs. 

I called Rightpath to see if there was an update, there was not. Confirmed forbearance was still being applied. There was another request to get an understanding on how to connect the approved funds to my balancethis request was sent to the HAP dept. 

XXXX Two calls were made. There were no notes or information available to share about funding, the first the two calls said it did not appear there was any funding pending at all. This first call is what prompted the second call. 

XXXX There were a few concerning calls one morning with the loss and mitigation dept where I was told that I specifically needed to reject the program assistance and pay the balance in full or apply for a modificationthat somehow the assistance would be rejected even if I did not reject it. Essentially the only option involved paying the balance as a lump sum without assistance.

This is when I made my first call to a HUD counselor where I took up their offer to be on phone with RightPath because information from the assistance program, prior HUD agents, and RightPath were not reconciling. 

We had a call with a rep, XXXX, where it was identified that the funding would need to be accepted, there would be a needed letter outlining COVID impact, and then the remainder would be a secondary loan balance at the end. However XXXX needed some information about what is to come first and how to initiate this- this request went to the XXXX dept. She was to call back within a weeks time and would also help identify what would need to be written in the letter. 

XXXX did not call back within a week. 

XXXX XXXX second HUD counselor phone call happened, less lengthy. It was confirmed with the loss and mitigation agent that I was expecting a call from the same agent who I made plans to use at the point of contact for her dept. It was also reconfirmed that a letter was needed. What to include was still not understood for Rightpath. Additionally, it was shared I was still eligible for the assistance with the remainder as a second loan on top of the main mortgage loan. 

XXXX phone calls following up and specifically asking for XXXX to return my call were made throughout the month. All of these calls resulted in XXXX return calls. I even double checked with the hud counselor who was on our call together to see if she may have accidentally called her back instead. This counselor confirmed there had not been a call back to her from Rightpath. 

XX/XX/XXXX, filed a complaint requesting clarification and call back by Friday. I have identified that had been the better part of 10 months to get this response for an action plan forward. No more tickets for a follow up that does not arrive. 
XXXX, no call came. 
XXXX a call to follow up on the complaintwas informed it can not be found. 
Advised to make and expand further on documentation trail of efforts Out of all my requests for a call back- I have received XXXX to date. 
Out of all the tickets to the HAP dept submitted from loss and mitigation, it seems they have also replied 0 times.

I believe a few things at this point- their might not actually be a HAP dept, this company may be trying to push out the terms so I am officially not eligible for assistance, this company might be intentionally delaying processing for financial gain ( eg : ability to access legal or late fees in bad faith while applying pressure to pay forbeared amount in full only )

Company response to consumer: Closed with explanation