Consumer complaint received 2021-08-18
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My original mortgage was held by XXXX. In XXXX of XXXX there were delinquent payments on the mortgage, and I worked with XXXX to have the mortgage use an XXXX Flex modification option offered to me by the servicer to bring the loan current and eliminate all late fees. That program was completed in XX/XX/XXXX, at which point XXXX sent paperwork to have notarized, witnessed, signed, and sent back via XXXX  ( tracking slips provided by XXXX ) - which would finalize the modification. 

At this same time, another company, Mr. Cooper, acquired this account to service payments from XXXX. This is where the problems begin. 

Since day 1 of servicing this loan, Mr. Cooper has not recognized the loan modification from XXXX. Mr. Cooper 's collections department report this account as still delinquent, and they have been aggressively attempting to collect on that debt through multiple phone calls a day, USPS mail, and more recently through home visits. 

With each representative I speak with and explain the situation too, I was told " XXXX just hasn't got us the paperwork yet. Be patient. It will work itself out. '' In XX/XX/XXXX, I finally was able to reach someone who claimed to work for Mr. Cooper 's " escalation department '' named XXXX XXXX XXXX XXXX ; XXXX XXXX. XXXX told me that Mr. Cooper has no record of any modification existing, and asked me to email in any paperwork I had. I did so, and XXXX confirmed receiving the paperwork. He stated they will work with XXXX to resolve ; that the process would take approximately 30 days ; and that Mr. Cooper did intend on honoring the modification. XXXX has stated that the delay in completing this modification is with XXXX providing documentation. 

I have made payments on the mortgage each day since the modification in accordance with that agreement. In XXXX of XXXX, Mr. Cooper removed my ability to make online payments, and their phone staff started reporting they could not take payment either. 

I contacted XXXX concerning this, and he said that it is standard procedure, and will work itself out when the modification is completed. I asked if then we could have collections ceased, and he did not have the ability to do that. 

As of the date, I am filing this complaint, none of these issues have been resolved. If anything, the collection efforts have become much more zealously aggressive with home visits to hand demand letters suggesting we should retain an attorney. On both occasions, they were handed to third parties who happened to be in the home - a pet sitter, and on another occasion - someone attending a birthday party we were hosting. It's embarrassing. 

I still get multiple calls from Mr. Cooper 's auto-dialer a day. 

When I do answer, it turns into a 40-minute conversation to explain the same story. While XXXX and every rep I talk to claims to " make notes '' about the status of this account, every rep seems to be unaware of anything when they call. Some are downright rude and condescending to me. But once they do get information, and usually, after being on hold for an extended time, I am just told " give it two more weeks '' or " give it another 30 days ''. Nobody can do anything more. I have asked repeatedly every rep to remove me from collections, as Mr. Cooper is very aware there is a modification on this account - and I am told they will not. I am not a legal expert, but this feels like an outright and vagrant violation of the FDCPA to not do so. 

Mr. Cooper has not filed a XXXX XXXX yet, but with how disconnected they seem to be internally within their company, I suspect it will happen at some point. 

I am filing this complaint because I think 9 months is an excessive amount of time to work this out, and I see no end in sight. I am powerless to do anything and afraid I am going to lose my home over a paperwork issue. I am also tired of the harassment from their collections department. 

I just want my prior modification recognized per the agreement with XXXX, with all-new late/administrative charges Mr. Cooper has added removed, and allow me to continue paying my loan ( which I have the ability to do so ). I don't think this is an unreasonable expectation.

Company response to consumer: Closed with explanation