Consumer complaint received 2018-10-27
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
After hurricane Irma, my wife and I were offered a loan forbearance for 90 days. The woman we spoke with said that the did not currently have a program in place, but they would by the end of the 90 days. When my wife spoke with them in XX/XX/XXXX, they still did not have a program in place. They did tell her though, that the original person that we spoke with had miss-spoke, and that it was not an actual forbearance. They gave us options of either paying the entire past due amount, or entering into a loan modification, which would essentially end up refinancing the loan. Since I could not afford to pay the entire past due amount, we went with the modification option. It was not until the end of XX/XX/XXXX that a program was finally available, and our first month of the trial period began XX/XX/XXXX. I did miss the due date for the XX/XX/XXXX payment. The XX/XX/XXXX was a Thursday, and when I realized that I had missed it, I called Monday the XX/XX/XXXX to pay it. ( remaining comments will be sent in an e-mail ) / When I called in to make the payment I was told that they could not accept any payments from me, and that I was no longer eligible for the disaster modification, and would now have to apply for a standard modification. I did not receive the actual denial letter until XX/XX/XXXX, and the missed payment was not mentioned as a denial reason. They told me that my only option at this point was to apply for a standard modification, or pay the entire past due amount. We began the process for the standard modification at the beginning of XX/XX/XXXX. I was told that they were not sure if the previous documentation would be able to be applied to this modification or not. I called regularly and frequently got conflicting statements about whether or not the documents we sent in for the previous modification would be able to be applied to this one. At the end of XX/XX/XXXX I found out that I would be receiving a settlement from an auto accident from the prior year, and that I would be receiving the proceeds in approximately 3 weeks. I called in the Mr. Cooper as soon as I found this out, hoping that I would just be able to bring my account current once that was available. The agent that I spoke with told me that it was an option, and that I should just take my time, because once the modification process started it paused any and all foreclosure proceedings. She also said that the amount necessary to bring my account current would probably be less than I expected, though she did not imply how much that would actually be. As soon as the money was deposited in my account, I called into Mr. Cooper to discuss bringing my account current. The woman I spoke to this time informed me that I was denied for the modification, and that I had been in the foreclosure process the entire time. She also stated that she could try to reapply for a modification. We did apply for the modification, this time for the third time. On the XX/XX/XXXX I found a notification online that said that we were denied for a standard modification, because they would not be able to get our payments low enough, but that we were approved for a partial claim. I called in to get clarification on what that meant end the lady that I spoke with was just as unhelpful as I have come to expect. Out of frustration I went online to see if anyone else has had an issue with this company and their disaster modifications, which is where I came across the judgment from the State Attorneys office ( which I was never informed about by Mr. Cooper.

Company response to consumer: Closed with explanation