Consumer complaint received 2021-07-27
Company: Mr. Cooper Group Inc.
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
At the end of XXXX I contacted Mr. Cooper to see what my options were for the end of my requested forbearance. I was ready to resume making payments on my home. My family, like most, has been affected by COVID-19. Reduced hours, lost jobs and death have all plagued my family over the past year. 

When I spoke with a Mr. Cooper loan specialist I was asked a series of questions about ending my forbearance. I was eager to get back on track with my mortgage. Over the past year I was able to pay a little bit over {$5000.00} towards the mortgage. I made payments on the following days for the following amounts : XXXX : {$200.00} XXXX XXXX : {$1800.00} XXXX : {$3000.00} When I inquired about the payments I've made, I wasn't given an explanation as to where the funds were applied. Currently, when I look under posted payments on the Mr. Cooper website all of the above mentioned payments say " unapplied funds ''. 

At no point during the forbearance process was I informed I would only have 3 months to repay the almost {$14000.00} past due on my mortgage. I called on XX/XX/XXXX to find out my options. I was told by an agent I would have to pay back {$3900.00} every month until XXXX. Which was totally doable. She then flipped to another screen and mentioned I had a VA loan so I only had 3 months to pay the past due back. She said because that's what the VA allows. Having only 3 months for repayment. Which meant I had to pay back {$5900.00} per month, until XXXX. 

I asked if there were any other options, to which I was told only a modification or the payment plan I was offered were my only options. I have called multiple times to see if there were any other options other than what I was offered. I even asked if they could stretch it out to 4 months. For which I was then told I would have to send an email to XXXX to ask for a extension longer than what I was given. Having to send an email to my loan company seems counterproductive. Each and every person I spoke with alluded to the fact that it was a long shot to get a longer than 3 month repayment schedule. It's almost as if Mr. Cooper would rather foreclose on my home then work with me. 

During my call today, and every other time I've called, I had to inform my loan company of the COVID-19 Veterans Assistance Partial Claim Payment Program. They didn't have a clue of what I was speaking about. I finally was able to walk the agent through on how to find the program, only for her to tell me I don't qualify. It's almost as if they don't want to help veterans keep their home. 

It's also extremely difficult to comprehend that there is little wiggle room in this situation. I'm ready to start paying my mortgage, but {$5900.00} seems really high for a family that is coming off of forbearance. My normal mortgage payment is around {$1400.00}. 

I'm beyond upset because I have asked multiple times where in the guidelines does it say I can only have 3 months for repayment. If I would have known I would have only 3 months to pay any past due, I would have attempted to resolve the issue on my own. 

Every single agent I spoke with prior to today, told me it was a long shot to ask for anything longer than 3 months and be approved. 

Just like everyone else family I've had to deal with my fair share of ups and downs. I just don't understand why it's so difficult to get a 4 month extension. It would mean the difference of me keeping my home or having to move. 

Thank you for your time, XXXX XXXX XXXX

Company response to consumer: Closed with explanation