Consumer complaint received 2022-04-27
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
We like many others were in a forbearance plan, as our family was impacted by the Covid-19 pandemic. As the close of that forbearance neared, we completed all necessary steps in order to enter into a repayment plan. We specifically asked for the VA refund modification option. We were instead provided a lender specific option. We reached out to the lender ( Mr. Cooper ), and explained that we requested the VA refund modification option, but were told that no such option existed. After numerous requests for escalation, and us providing the written documentation of the VA 's refund modification option, we were told that an escalation team member would reach out to the VA to request the option on our behalf. That person provided their contact information and assured us that they would be in touch. We never heard from that person again, despite monthly attempts via email and phone. A month later, we received a new offer, that was of course not the VA refund modification request we had made. We continued to reach out bi-weekly and received no updates. Finally, in XXXX of 2022 I reached out to Mr. Cooper and was able to speak with someone in what appears to be a different department. I advised them that I would need to sell my house before anything negative would be reported, as the repayment tool I had requested was never investigated or offered. That person apologized for the confusion, and assured me that selling my home was not necessary. She advised that she would submit for the correct tool, the VA refund modification, and that I would receive information over the next few weeks regarding that. She advised that no late payments or arrears would be reported during this process. On XX/XX/2022 I received notification that Mr. Cooper was reporting all late payments and total arrears amount. This despite not having received any information regarding the request submitted on our behalf in XXXX of 2022. I contacted Mr. Cooper, and was advised that no reporting should have been made, and that I would need to reach out to the research department at Mr. Cooper, and dispute with them and each credit reporting agency independently. I provided all required information to Mr. Cooper, and the 3 credit reporting agencies, and during a follow up call with Mr. Cooper, I was assured that it would be resolved. Today ( XX/XX/2022 ) I received a notification that Mr. Cooper had verified the accuracy of the reporting and the late payment reports would remain. We are currently working on providing Mr. Cooper with our financial information per their request, however they have not been transparent or honest in during this process, and I am now harmed in the sense that I would be unable to purchase a new home with a different lender, despite having adhered to every step and request set forth by Mr. Cooper. It feels rather convenient that I would be advised not to sell my home, at a time when I could have with no damage to my credit report, and then a short time later I am put into a position where even if I sell my home in an attempt to maintain financial stability and meet my obligations, I would be unable to purchase a new home. Please investigate thoroughly, as this appears to be a methodical and purposeful approach by Mr. Cooper ( Nationstar Mortgage ), than a number of unrelated but unfortunate misunderstandings.

Company response to consumer: Closed with explanation