Consumer complaint received 2019-02-03
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/XXXX, Hurricane Irma impacted much of Florida. Unfortunately, my home was located in the disaster area. The house had some damage from the high winds and flooding. In XXXX, I decided it was in my best interest to take the forbearance offered by my mortgage company, XXXX. Upon contacting them, I asked many questions, including what would happen when it came time to pay back the months that I missed during the forbearance, questions about remodification and timelines associated with it, as well as penalties that might occur after accepting, such as how it might affect my credit score. The gentleman I spoke to explained the process of remodification to me, stressing that if I chose to do it that the missed payments would be added and the entire loan would be recalculated and revised. I was assured that there would be no issues, no credit penalties and a remodification would take between one and three months to complete. 

The first issue with XXXX occurred when the company failed to send the forbearance packet. I received a call from XXXX 's Loss Mitigation Department in early XX/XX/XXXX stating that my payment was late. I explained to them that I had called and asked to be put into the forbearance program due to Hurricane Irma and once the customer service agent looked at the notes, it was determined that the gentleman I spoke to had neglected to send me the paperwork that I needed to complete to successfully be entered into the program. About three weeks later, I received the paperwork and promptly filled it out and sent it back. The paperwork should have been received by the end of XXXX. 

After two months ( now XX/XX/XXXX ), I began making payments to XXXX again and opted to enter into a remodification of the entire loan. Everything seemed to be going smoothly, until I did not receive the letter of notification that my loan had been accepted for remodification. At that point, I was still paying my normal payment of {$930.00}. 

By the end of XXXX, I received a call stating that because I wasn't making the remodified payment - that I was not aware of due to not receiving the notification that XXXX said they sent, XXXX ASSUMED that I declined it. It was at that point that the first modification, according to the company was deleted. Shortly thereafter I began receiving calls from collections. Every other day, sometimes every day for weeks ( and weekends ) I was talking to customer service representatives - never the same one - trying to collect a now {$3000.00} debt. However, throughout, I continued calling the company and making payments, and I paid whatever the agents told me to, every month. 

Finally, in XX/XX/XXXX, the company agreed to begin the remodification process again. I filled out the paperwork for a second time, and again, somehow someone deleted the remodification yet again. Once more, the collections calls began, the different customer service agents calling me not knowing what was going on with my account. And yet, I continued to make full payments because I wanted them to see that I was trying in good faith to catch up. 

In XX/XX/XXXX, after a series of collections calls, I was informed that the modification was " in process ''. I thought that this would be the end of all the issues. It wasn't. Collections calls persisted and it seemed like one hand didn't know what the other hand was doing. 

In XX/XX/XXXX, I received one more remodification packet in the mail from XXXX. This one had to be notarized and sent back within seven business days. I completed the packet, yet again, and in XX/XX/XXXX, I was informed that the remodification was settled and given the new monthly payment amount of {$970.00}. And I was still paying monthly in good faith. 

XXXX and XXXX go by with no issues - or so I thought, until I received a call that the remodification was in process, but not finalized, and that as of XX/XX/XXXX, XXXX was selling my loan to another servicer, Mr. Cooper ( Nationstar Bank ). I was assured that the remodification would continue and would go through even though the transfer was happening. They promised that all account information would be provided to Mr. Cooper, that no penalties would affect my credit, and that all information associated with my account would be provided to them within 60 days. I kept making payments to Mr. Cooper In XX/XX/XXXX, a year after this began, the collections calls began from Mr. Cooper. The indicated they had not yet received the account information from XXXX and could only " see '' that there was an active remodification in process, but could provide no other information. 

In XX/XX/XXXX, I received a call from my personal loan specialist, XXXX XXXX, at Mr. Cooper, informing me that the modification had gone through and told me my new payment would be {$990.00}. Mr. XXXX instructed me that if I had any questions to call him back at ( XXXX XXXX XXXX. On several occasions, I attempted to call him and he was not available and did not have voicemail. It was my intention to make sure that the remodification was, if fact, complete, but Mr. XXXX never seemed to be in the office. 

On Wednesday, XX/XX/XXXX, I received a call from XXXX at Mr. Cooper confirming the new payment amount and assuring me everything with the remodification was finally complete and had gone through. I was relieved that this year-long fiasco was over. That is until Friday, XX/XX/XXXX, when XXXX called again and said that although the remodification was complete that in order for it to go through that I had to pay {$2900.00} + XXXX 's payment to bring the account up to date by XX/XX/XXXX, and that if I couldn't make that payment that they would have to begin the foreclosure process. I was absolutely devastated because there is no way I can make that payment. I asked if there was anything they could do and they said no. The only way to ensure keeping my house was to make that {$3900.00} payment to finalize the remodification - and only giving me 15 days to do so. 

After all that I have been through, I believe I was wronged - not just by XXXX, but also by Mr. Cooper. Through a series of mistakes on both companies ' parts, I could lose my house. I am being punished for {$4000.00} and errors that I didn't make! There has got to be a something that can be done. I am willing to do whatever necessary to keep my house. I deserve that after a year and almost four months of suffering through someone else 's mistakes. There has got to be some way that they can work with me. And the icing on the cake is that now MY CREDIT HAS BEEN AFFECTED! XXXX has posted to my credit that I am 3-6 months behind and my credit score has been affected - which I was PROMISED would not happen due to taking the forbearance. XXXX isn't even my mortgage loan holder anymore - how is that possible? 

Had I known when I took the forbearance what would lie ahead, I would have never taken it. Things like this should NOT happen to people who try to do the right thing in life. I would NOT recommend this for anyone, no matter the situation. And if it happened to me, it has happened to others.

Company response to consumer: Closed with explanation