Consumer complaint received 2022-10-19
Company: Mr. Cooper Group Inc.
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This complaint is in regard to Nationstar XXXX Mr. Cooper. 

I am a frontline healthcare worker and I live in XXXX XXXXXXXX, MO. I accepted XXXX XXXX around XXXX of XXXX due to health issues stemming from being a frontline hospital, acute care, and oncology worker during the pandemic. I had undergone multiple surgeries and treatment, including a XXXX, from XXXX complications ). My husband is an XXXX XXXX XXXX ( XXXX XXXX ) and is serving in a different city in Missouri. In good faith, I have contacted Mr. Cooper to reinitiate monthly payments for at least 5 months. I initially requested a deferral ( adding the unpaid months to the tail end of my loan ) but was told by Mr. Cooper that I had to do a modification instead. I was sent a modification agreement, which required my husband 's signature despite the fact that he was not primary on the loan. Between XX/XX/XXXX and XX/XX/XXXX, my husband and I signed, and had notarized, the same modification agreement multiple times. We then mailed the agreement to Mr. Cooper. 

Each time, we were led by Mr. Cooper to believe that the loan modification was accepted, and everything was fine. Then, at least 30 days later, Mr. Cooper would state that there was some sort of problem with the modification. Each time there was a problem, we were told by Mr. Cooper to resend the modification documents and they would still honor the modification. We resent the document several times ; the last time being at the end of XX/XX/XXXX. In XX/XX/XXXX, I called several times to find out the status of the modification and to make payment. I was told to wait for Mr. Cooper Loan Modification team members to process the documents and give me an amount due. Around XX/XX/XXXX the Representative instructed me to pay ~ {$4600.00} to finalize the modification, which I did. Despite making the instructed payment, Mr. Cooper placed my home in foreclosure. 

I am complaining for the following reasons that include, but are not limited to : * Each time there was a problem, the alleged reason ( s ) for denial of the modification were either inaccurate ( false ) or were never pre-disclosed by Mr. Cooper. For example, when Mr. Cooper discarded our first signed modification agreement, they claimed that it was on the basis that it was notarized by 2 different notaries ( one for my signature and another for my husband 's signature ). However, Mr. Cooper never pre-disclosed to my husband and I that we had to have both our signatures notarized by the same notary and on the same date. The second time, they claimed that the document was late. However, the document was not late, because we were explicitly told by representatives with Mr. Cooper to resend it and they would honor it. The third time, Mr. Cooper claimed that the notary did not include their county of operation. This is false, as " XXXX XXXX '' is on the document. 

* Mr. Cooper falsely led me to believe that my loan was in the process of being modified * I was forced by Mr. Cooper into undergoing a modification process in lieu of a deferral. I never asked for my established monthly mortgage payment to be reduced. In addition, the process yielded no tangible results ; despite the fact that I complied and submitted the requested documents to Mr. Cooper. 

* On multiple occasions, I requested written communications from Mr. Cooper, including via email, but did not receive it. 

* Between XX/XX/XXXX and XX/XX/XXXX, I was never informed that my home was in either pre-foreclosure or foreclosure, when I called Mr. Cooper to check on the status of my loan. 

* Mr. Cooper placed my home in foreclosure, AFTER accepting a payment to initiate modification on XXXX * Each time I called Mr. Cooper, I was misled to believe that my home loan was in the modification process, when they had actually initiated foreclosure processes on the property * Mr. Cooper 's actions exhibit deceptive and predatory behavior. None of the documents sent by Mr. Cooper acknowledged the ~ {$4600.00} payment that was made ~ XXXX. In addition, Mr. Cooper has refused to be held accountable or provide information as to what they did with the {$4600.00} payment that was made. 

* Mr. Cooper 's actions exhibit deceptive and predatory behavior. Mr. Cooper 's most recent grounds for denying the modification, as stated on the attached modification document, is " NOTARY DID NOT WRITE THE NAME OF THE COUNTY ''. This statement is false. The name oXXXX XXXX XXXX, XXXX XXXX, is explicitly written on each page the notary, XXXX XXXX, signed. 

* Mr. Cooper did not make a good faith effort to inform me of their intent to foreclose on my home * Mr. Cooper never provided me with a deadline ( due date ) for preventing foreclosure * Mr. Cooper has yet to provide me with a foreclosure sale date for my home I have tried to resolve these complaints with Mr. Cooper but they have not complied, and their customer service is disorganized. I constantly receive misinformation and written responses are not provided by Mr. Cooper in a timely manner.

Company response to consumer: Closed with explanation