Consumer complaint received 2023-06-27
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I took a forbearance on my home during the pandemic. 
I tried to do a loan modification and completed all 3 payments on time making me eligible to modify the loan. However, even though my ex husband was court ordered to sign the house over to me, he would not. 

I was able to find out about a program called XXXX XXXX XXXX XXXX. I applied for this and received my acceptance letter in XXXX of XXXX. I was WELL under the {$25000.00} cap that the program offered. In fact I was under it for 6 months. During those 6 months I called, and called and called my mortgage company making sure all the paperwork on their end was submitted correctly. It was not. When I would call " XXXX XXXX XXXX '' they would let me know that they were still waiting on my mortgage company. 11 times I put in a request for a manager to call me back. 11 times. They did not call even 1 time during this 6 month period. I was being told from the customer service reps that they are NOT able to transfer me to a manager. That they can only submit a request and someone would call back within 72 hours. 
I was later transferred to the " escalation department '' where I was told that a person was assigned directly to my account and that they would make sure everything was filled out with the grant and that they would communicate directly with the program on my behalf so that we could get this resolved. 
In those 6 months it did NOT get resolved. As of XX/XX/XXXX I was now receiving notices that my credit has been impacted as a result of non payment to my lender. I tried making a partial payment, to bring my mortgage back under the {$25000.00} grant cap. However my lender still didn't submit the paperwork in time. When they finally submitted the paperwork I was already back over the {$25000.00} cap. 
I did this again in XXXX. I made a large payment to pay my loan back down under {$25000.00}. My direct contact from XXXX XXXX XXXX sent me an email stating that they were reporting I owed over {$28000.00} ( Which I have a copy of and can provide ). She suggested I reach out to the mortgage company ( AGAIN ) and see where the discrepancy is. At that time. I again requested a manager call back, but also spoke with a Customer service rep regarding the account. None of the reps I spoke to that day had any idea why so much was reported. I asked if there was someone in the department who works with XXXX XXXX XXXX that I could communicate with in order to get to the bottom of the issue. To which I was told that it's outsourced to a 3rd party and the only way to communicate with them is via email. That I was not allowed to email them but the customer service rep would do it on my behalf. Again, I never heard back from anyone regarding why the amount was submitted incorrectly. We are almost up to a year now of waiting for this grant to process, and playing a game every month of 'hoping '' everyone fills out paperwork before another payment is due. 
As of 2 days ago I got an email from XXXX XXXX XXXX letting me know that I am now declined. As it has been to long since filling out the application and now I would need to go through the appeals process to re-open it. 
At this point, I have no idea what I can do to keep my house. I make enough money to afford the monthly payments if I were able to get back on track. I also would like this taken off my credit score, as my score is impacted because the paperwork wasn't filled correctly which is something I had no control over and called multiple times to resolve with no avail.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation