Consumer complaint received 2021-07-08
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Mr. Cooper is refusing to provide me with the mortgage forbearance extension that I have requested. Mr. Cooper is refusing to communicate with me in writing. Mr. Cooper is unilaterally giving itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension. 

I am respectfully requesting your agencys assistance with this problem being created by mr. Cooper before time runs out and my home is forced into foreclosure as a result of mr. Cooper sitting on my forbearance extension request and not applying it before my current forbearance expires. 

My wife and I have a XXXX XXXX loan that is being serviced by Mr. Cooper. Our loan has been in forbearance since approximately XX/XX/XXXX. My current mortgage forbearance extension expires on XX/XX/XXXX. Under the current provisions of the CARES Act, I can apply for another 3-month forbearance extension that will continue my current forbearance plan until XX/XX/XXXX. 

I have been communicating with Mr. Cooper 's Corporate Counsel XXXX XXXX by e-mail for more than a year about my forbearance case. During the past year, I have received forbearance extensions by sending Mr. XXXX an email message. He would arrange to have my forbearance plan extended after receiving my email message requesting a forbearance extension. 

On XX/XX/XXXX, I sent Mr. XXXX an email message requesting that he extend my mortgage forbearance by 3 months so that it expires on XX/XX/XXXX instead of XX/XX/XXXX. On XX/XX/XXXX, Mr. XXXX acknowledged my extension request email and said that he would send my request to " the team that handles forbearances ''. 

On XX/XX/XXXX I received a letter ( see attached letter to me from mr. Cooper -- XXXX XXXX XXXX XXXX ) from XXXX XXXX a Mr. Cooper Customer Relations Specialist stating : " We have received your request to extend your Pandemic Forbearance Plan. In order to do this you must reach out to your Dedicated Loan Specialist ( XXXX XXXX XXXX ) for further assistance. On XX/XX/XXXX, we reached out to your Dedicated Loan Specialist to contact you in regards to setting up the extension. She left you a message to return her call. Please contact her directly so we can successfully set up your extension. '' On XXXX, XXXX, XXXX, after receiving Ms. XXXX letter, I sent a reply by email in which I stated : " You have received my extension request. You are required to set up said extension request without any additional conditions. Your receipt of this message constitutes my " reaching out '' to Mr. Cooper for the purpose of extending the current forbearance period until XX/XX/XXXX. '' In a separate email message to Mr. XXXX and Ms. XXXX, I also sent another email message in which I wrote : " To avoid the misunderstandings and problems associated with telephone communications, please attach a notice to this case and notify all Mr. Cooper employees or agents handing this case that all further communications from Mr. Cooper to me be made using e-mail. I will endeavor to respond to email messages received from Mr. Cooper in a timely manner. '' I do not trust Mr. Cooper and preferred to have all further communications between myself and Mr. Cooper reduced to writing so that there would be no misunderstanding or misrepresentations about what is said during any conversation between us. 

Instead of responding to my request to communicate with me by email in writing by having either Customer Relations Specialist XXXX XXXX  or Loan Specialist XXXX XXXX XXXX send me an email message about my extension request telling me that my 3 month extension had been set up or sending me an email message containing whatever it was that Ms. XXXX had to tell me about setting up my extension, I received an email message, dated XX/XX/XXXX, about my communication requesting that Mr. Cooper communicate with me by email in writing stating that my correspondence had been received and that a response would " be provided no later than XX/XX/XXXX. XX/XX/XXXX is 16 days after my current forbearance expires. 

I have not received any response from Ms. XXXX or her dedicated loan specialist Ms. XXXX. I have requested that they communicate with me by email. It appears that Ms. XXXX and her associate have gone to ground because they don't wish to memorialize what they have to say in writing. 

I have requested a 3-month additional forbearance extension because my current mortgage forbearance ends on XX/XX/XXXX. 

Instead of communicating with me by e-mail writing down what they wanted to talk on the phone about and extending my mortgage forbearance by 30 days, Mr. Cooper 's XX/XX/XXXX letter to me provides I will receive a written reply no later than XX/XX/XXXX which is approximately 16 days after my current forbearance expires. 

This letter ( see attached letter to me from mr. Cooper - XXXX XXXX letter XXXX ) is the epitome of a dilatory tactic that violates the spirit, intent, and letter of the CARES ACT 's mortgage forbearance structure because neither Mr. Cooper 's Customer Relations Specialist XXXX XXXX nor Mr. Cooper 's Loan Specialist XXXX XXXX have communicated by email about extending my forbearance before it expires on XXXX now, Mr. Cooper sends a communication in which Mr. Cooper unilaterally gives itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension.

Mr. Cooper is refusing to provide me with the mortgage forbearance extension that I have requested. Mr. Cooper is refusing to communicate with me in writing. Mr. Cooper is unilaterally giving itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension. 

It is quite clear that Mr. Cooper is engaging in predatory, illegal conduct by ignoring my many requests to extend my mortgage forbearance period before my current mortgage forbearance expires. In its letter to me, dated XX/XX/XXXX, Mr. Cooper stated that I must contact Dedicated Loan Specialist XXXX XXXX XXXX " directly so we can set up your extension ''. The is no email address listed for XXXX XXXX XXXX in Mr. Cooper 's XX/XX/XXXX letter where this request is made. However, the is an email address for XXXX XXXX, the person who wrote the XX/XX/XXXX letter to me in which the request to contact Ms. XXXX is made. I have sent several email messages to Ms. XXXX, Mr. COOPER 'S Customer Relations Specialist and XXXX XXXX, Mr. Cooper 's corporate counsel. Therefore, if they wanted Ms. XXXX to contact me to set up my forbearance extension, they know my e-mail address and can easily provide it to Ms. XXXX so that she can contact me by email, as I have requested. 

In my opinion, mr. Cooper is refusing to communicate with me by email about my forbearance and does not provide an email address for the person ( Ms. XXXX, my " Dedicated Loan Specialist '' ) they want the borrower ( me ) to contact because they have created a telephone scheme/scam to control and/or mislead the borrower into making decisions that enrich Mr. Cooper at the borrower 's expense. In my opinion, the scheme being perpetrated against borrowers, such as myself, violates the spirit, intent and letter of the CARES Act. The sketchy, highly suspect behavior being engaged in by mr. Cooper 's employees also leads me to believe that mr. Cooper is engaging in a deceptive scheme to enrich the company at the borrower 's expense. 

I am requesting the assistance of your agency with this matter before time runs out and my home is forced into foreclosure as a result of mr. Cooper sitting on my forbearance extension request and not applying it before my current forbearance expires.

Company response to consumer: Closed with explanation