Consumer complaint received 2023-03-08
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I first purchased my home in XX/XX/XXXX via article of agreement, from my grandmother and I moved in the same month. I then obtained my VA home loan in XXXX through XXXXXXXX XXXX & I continued to live in the home. My VA mortgage was then sold to other mortgage lenders I believe 2 additional times. In XX/XX/XXXX, my husband purchased another home, which we moved into and currently live in as of XX/XX/XXXX. We then renovated my property ( XXXX ) with brand new bathrooms, electrical, sidewalks, windows, flooring etc. We planned to use the property as a Rental. During the Covid-19 pandemic, I opted to post-pone my mortgage payments, due to a dramatic decrease in my employer hours. My property is currently with Mr. Cooper Mortgage. At the end of my forebearance, I applied for a loan modification in XXXX of XXXX. In XXXX of XXXX, I obtained renters with a yearly lease, in the amount of $ XXXX. I submitted all requested documentation to the mortgage company in order to complete a loan modification. In XX/XX/XXXX, Mr. Cooper denied the modification, due to me not submitting required documentation, however all was forwarded to the company. Mr. Cooper mortgage then had me re-apply for the modification, stating it was an error on their part, in which I did and again submitted all requested documents. Mr. Cooper mortgage then kept rejected my uploaded documents to their online site. I then not only uploaded the documents, but I also emailed and faxed the documents to the mortgage company. I have also been working with a VA loan specialist with VA.gov and forwarding all letters and details to XXXX XXXX. As of XX/XX/XXXX, the mortgage company again denied my modification request. Per mortgage rep on XX/XX/XXXX, it was denied due to my home ( XXXX XXXX XXXX, XXXX, PA XXXX ) being currently being occupied as a rental property. She stated that I must live in the property. I received the denial letter XX/XX/XXXX, demanding a lump sum payment of {$11000.00}, noting that failure to pay the full amount by XX/XX/XXXX would result in foreclosure and/or short sale. The Act 91 letter was then received. Per XX/XX/XXXX letter from Mr.Cooper states my Pandemic forbearance Modication expired and that the mortgage company were unable to reach me. I have uploaded faxed and emailed requested documents to the company, to XXXX XXXX and XXXX XXXX at Mr. Cooper. Most recently I received a letter from the company that my last modification was denied in error. That it was not due to me not living in the property, but due to my debt/income ratio being too high. I then had to reapply for a third time with Mr. Cooper as the company said that due to new Modication rules, I may be eligible for another loan modification. All requested documents were uploaded and emailed to the above persons, including XXXX XXXX. I then kept getting notifications to upload my rental agreement, per loan modification. The company kept rejecting my submitted documents, including my current tenants lease. The lease included the monthly rental amount, address location, length of contract and tenants signatures, were uploaded and emailed to XXXX and XXXX several times on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX also submitted the documents on my behalf. A letter from Mr. Cooper mortgage, dated XXXX was received stating all documents have been finally been recieved and the mortgage company will be reviewing the info. 

The letter also stated that due to prior modification requests and denials, and that requested borrow documents were not received from me, that foreclosure related activities will continue. It also states In the letter that the mortgage company may require an appraisal of my property. 

This has been the most painful, stressful and frustrating experience to say the least. I have kept all records of letters from the company, faxes, emails, snapshots of online documents submitted/rejected, phone calls to the company and dates of all activity. I feel that this mortgage company is providing deceptive, unfair and misleading lending practices. I feel Mr. Cooper denied 2 prior modification requests, in a scheme to foreclose on my VA home loan. 

On XX/XX/XXXX, I accepted a full time XXXX position with another company, and submitted my employer award/salary letter, ( $ XXXX ) XXXX weeks of paystubs, my VA XXXX letter noting XXXX XXXX, my renters lease of $ XXXX, all bank statements reporting the above monthly income deposits. 

I have made every attempt to submit all requested documents and have been more than willing to work this modification loan out with the company, resume payments and include partial monthly payments for the months in the Covid 19 forebearance, and get my mortgage loan back on track. 

I now owe the company over {$13000.00} in fees and back payments, which is in additional to the original pre-Covid loan amount owed of {$72000.00}. ( My initial loan amount was {$85000.00} ). ( Per XXXX, approx property value is {$120000.00} ). 

Again, I feel that this mortgage company is providing deceptive, unfair and misleading lending practices, and I need additional assistance on my behalf with this company. I also need recommendations on if I should obtain legal representation.

Company response to consumer: Closed with explanation