Consumer complaint received 2023-01-03
Company: Mr. Cooper Group Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I experienced a hardship due to XXXX shutdown/restrictions. In XXXX of XXXX I requested forbearance from Mr. Cooper which latest a year. My forbearance expired in XX/XX/XXXX and I told Mr. Cooper I wanted to apply for a loan modification. They initially tried to do a flex modification but it was automatically rejected so I did a regular modification. I submitted my application in XX/XX/XXXX and submitted the supporting documents. Mr. Cooper kept requesting additional documents which I kept uploading in my customer portal. In XXXX and XXXX of XXXX they started asking me to update documents I already submitted. One of those documents was my Profit and Loss Statement. There was no due date listed for this document in my customer portal. In the beginning of XXXX I updated my Profit and Loss Statement so I could upload into my portal and found that they had already denied my application. I subsequently found out that there had been a due date which not listed in my portal. I called and complained to Mr. Cooper and they told me that the document was due XX/XX/XXXX ( I had gone in to submit the document the week of XX/XX/XXXX ). They agreed to let me start the application process again. I had to resubmit an application and documents and was told by a Loss Mitigation agent over the phone that my documents were due on XX/XX/XXXX. I proceeded to submit my application and the supporting documents in my portal where it stated that the documents were due by XX/XX/XXXX. Around XX/XX/XXXX I went into my portal to upload the last supporting document and again I found out my application had been denied because I missed the due date for my documents. I was furious that this happened again. I called to complain to the Loss Mitigation Department and was told my one of their representatives that my loan modification had actually been approved. He provide me the amount of my monthly payment and told me that my trial period would begin XX/XX/XXXX. He told me that my portal would be updated with the information and that I would be mailed paperwork to start my trial period. Instead, a few days later I received an envelope taped to my front door stating that my forbearance had ended and they haven't been able to reach me. I was embarrassed that the letter was taped to my front door for all my neighbors to see, in addition, it was a blatant lie. I had been in contact with Mr. Cooper for almost 2 years. Over the course of XXXX I received 3 of these letters taped to my front door. I called Loss mitigation yet again and spoke with a manager who told me that the agent had misspoke about my modification being approved. She basically told me that my payment needed to be reduced by 10 % in order for the modification to be approved. It didn't matter how much income I made they were looking for a lump sum payment. In the meantime, I also applied to The New Jersey XXXX and XXXX  XXXX XXXX for homeowners asstance from monies the State received through the Cares Act. I am trying desperately to qualify for monies but have some hurtles I need to overcome. I called Loss Mitigation again the week of XXXX and was told I could apply again for a loan modification and would be receiving an application in the mail. I didn't receive an application in the mail so today ( XX/XX/XXXX ) I checked my customer portal and it said I was denied. I checked the miscellaneous documents section and there was a letter dated XX/XX/XXXX stating that they had all the information for my modification application and it was under review. I did not fill out any application or submit any supporting documents. Mr. Cooper has done nothing but lie and mislead me. They have moved due dates up without my knowledge and taping hand delivered letters to my front door stating they haven't heard from me when in fact I have been staying in contact with them all along the way. This has caused me XXXX XXXX which has added to my hardship.

Company response to consumer: Closed with explanation