Consumer complaint received 2021-06-16
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My Name is XXXX XXXX XXXX, my birthday is XX/XX/XXXX, my loan number with Mr.Cooper ( aka NATIONSTAR MORTGAGE LLC ) is XXXX XXXX XXXX, I would like to report to CFPB my servicer XXXX Mr. Cooper that my mailing address has changed to XXXX XXXX XXXX XXXX CA XXXX without my permission, therefore I have not received any notices until now that I noticed and informed the servicer, that address is not mine. The correct mailing address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. Also Mr. Cooper is not compliant and not delivered on what they said and the reps are damaging Mr. Coopers reputation by not giving out the correct information and not having knowledge of laws and what rights consumer can have and can not have. On XX/XX/XXXX, I have spoke to XXXX, that the only options I have now are short sale or deed of lieu. I felt I am being pushed to the dead end, they have been prepared for me to lose my only home ; not only that I feel the representative I spoke to on XX/XX/XXXX were not professional and are not truthful of the home retention options that are available to me. I have told them I intend to stay in my only home and I am in need of help to find emergency options to keep my only home. 

The whole year before I was in and out of XXXX  for XXXX XXXX and my XXXX XXXX XXXX has been paying into my medical expenses. XXXX XX/XX/XXXX, I was approved for a XXXX forbearance, the last date of forbearance was XX/XX/XXXX. I have sent in XXXX payments for XXXX XXXX XX/XX/XXXX and XXXX XXXX of {$600.00}. Every 3 months I got a call I was informed I am approved for forbearance and I was informed I will have the options for the forbearance amount where I can pay monthly amount plus an extra payment for the forbearance, or I can put the forbearance amount back to the principal. We ( my sons and I ) also preparing a lump sum to pay as much as we can. 

On XX/XX/XXXX XXXX as a Mr Cooper representative informed they are waiting modification documents because they advised I should do that and they called as a courtesy. They said why not do modification and keep the money we have now for medical emergency. I thought that was a good idea. 

On XX/XX/XXXX, I was most clear that they do not want me to keep my only home. XXXX said I dont have any other choice except Short Sale or Deed of Lieu. I asked her again and again are you sure that is the only choice I have. Before XX/XX/XXXX, the other representatives informed me that I can get back on another forbearance to buy time and pay off all my amount payable. As we understand, by law if we are in the process of getting help or gathering the modification documents to get help, servicer or lender can not force tenants to give up their home ( via short sale or deed of lieu ). When we informed Mr.Cooper we were gathering for loan modification documents and have been writing hardship letter, we got a letter saying modification denied, how do we get denied when we have not submit any documents yet, we are still waiting for income verification from my social security benefits so we can submit all at once. 

My intention is to keep my only home, I would like to pay off the delinquent amount but please give me extended time like Mr. Cooper promised me, I would like truthful home retention available options. I understand I was delinquent before Covid-19 due to medical emergency. I would like to know can I pay off the delinquent amount in lump sum before Covid-19 by XX/XX/XXXX ( or time frame Mr.Cooper specify ) and the amount delinquent from XX/XX/XXXX until XX/XX/XXXX XXXX the approved Pandemic Forbearance time ), I pay in small lump sum on top of the monthly payment???? 

We sincerely pray Mr.Cooper work with you and tell me truthfully home retention options that are available to me by law. 

Respectfully yours, XXXX XXXX XXXX Correct mailing address : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation