Consumer complaint received 2021-05-06
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
We are a XXXX  XXXX  XXXX, approximately XX/XX/XXXX i lost my contract for services in the oil field. We made XX/XX/XXXX House payment. We called Mr Cooper ( who services our home mortgage ) and explained our situation. They told us they would do a Covid loan forbearance for 90 Days and more if needed. 
By that time i got my contracts back and was back to working. I contacted Mr Cooper XXXX XX/XX/XXXX, this is when they gave me options to settle the missing payments. I chose to do the loan modification and add all past due amounts to the end of our original loan contract. They said they would be in touch within 30 days with paperwork for us to complete. I did not hear from them. I reached out to them again in early XXXX and at least monthly since, in XXXX it has been nearly weekly, I always get to talk to somebody but never get any resolution other than empty promises. I received numerous letters telling us they are here to help us with a new policy called " single point of contact '' this is the only person i need to talk to to handle all my concerns. They indicate this will cut down on all communication errors or miscommunications. I have had over 3 single points of contact since XX/XX/XXXX, to date i have NEVER been able to talk to any of them. I have left messages and have NEVER had a single message returned. I have called them biweekly until finally then end of XXXX they sent us loan modification paperwork which we completed and returned now they said we need to make 3 consecutive monthly payments, which we did, XXXX, XXXX and XXXX. Again we had to hound them to get the ball rolling, now they had more paperwork for us to sign agreeing to the terms of the new contract. I did not sign it, contact them, there was no amortization schedule in the packet. I contacted them, they sent me a poorly manufactured schedule that did not answer any of my questions, finally a representative reached out to the Loan Modification Department and they said when my last payment was due, there was no balloon payment, which was my concern. So now we signed the papers and returned them, they were received late XX/XX/XXXX, they were not due until XX/XX/XXXX. I was told i could not make a XXXX payment because it would change the numbers on the signed modification. They said for me to make my next payment XXXX first. At the end of XXXX i went in to Mr. Coopers website to set up autopay, which we have had in place for over 5 years, it would not let me set it up. I tried to make XXXX payment through the one-time payment button, it would not let me. I called and talked to a representative, she said i could not make a payment, we disagreed, i demanded she take my money, whether she like it or not, she still refused. I demanded a manager, I talked to someone who said they were a manager and they stated i could not make the XXXX payment until the loan modification was booked and finalized and they would notify me by email when it was finished so i could make my XXXX payment. They have NEVER contacted me, This was ongoing throughout XXXX that i would try and make a payment with no success whether online or over the phone. I called them again XX/XX/XXXX and asked what was going on. The representative told me I had missed a payment and the loan modification now had been rejected and there was a balance due of {$13.00}, xxx.xx due to satisfy the terms of our agreement. I could not believe this. I told the representative i wanted to talk to a XXXX, so she put XXXX XXXX on the line. He said she was somewhat incorrect, that an {$81.00} payment to book the modification had not been made, and i had until XX/XX/XXXX to make it or the modification would be permanently rejected. I informed him i would pay the {$81.00} plus I would also pay XXXX and XXXX XXXX XXXX mortgage payment. He agreed to this and said he would handle this personally and said everything was fine. He said he would follow up with me today, XX/XX/XXXX, he did not. I emailed him at XXXX before work and told him that the balance was reduced by the payments I had made but the rejection notice was still showing active, front and center. I asked him to please call me. He did not. I have tried calling him twice this afternoon leaving a message both times to please call me. He has not. I told him that I would go to the bank an borrow the {$11.00}, xxx to bring the note current, he said I did not have to do that. 
In XXXX we were victim to an unscrupulous lender, XXXX XXXX, out of Oregon, and lost our home this very same way. We don't want lose our home. We have a great deal of equity and i believe they want our home for the equity. 
This has been an ongoing issue with Mr. Cooper that is very frustrating and on an emotional roller coaster! Every time we call we reach a different person, we have to reiterate each time the history of this issue, they always promise resolution and yet here we are again. no resolution.

Company response to consumer: Closed with explanation