Consumer complaint received 2021-03-24
Company: Mr. Cooper Group Inc.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a COVID-19 forbearance for my property in XXXX VA. 
The forbearance is ending on XX/XX/21, with payments due starting XX/XX/21. 
I have attempted to select an option for repayment through my loan servicer. They have not been helpful. 
When I log into my account, I see the need to make a selection for repayment. There is an online option, which should guide you through the process of answering questions, seeing options and making a selection. I have been attempting to use this process since XX/XX/21 to no avail. The website has continuously returns an error. 
After being unsuccessful on the website, I called the provided number on XX/XX/21. I talked to an agent. The agent advised that the necessary paperwork would be sent to my home. She further advised that the process would take up to 30 days. I expressed my concern that there was less than 30 days before the repayment date. She assured me that the new payment date would not be until a minimum of 30 days had elapsed after I received the documents. 
As of today, XX/XX/21, I have NOT received any documents in the mail. 
On XX/XX/21, I submitted a direct message from their website about the status of the process and the failed functionality of the online process. I received an automated response that my communication was received, with a reference number of XXXX. As of today XX/XX/21, I have NOT received any response to my questions submitted in this direct message. 
The original loan was made through XXXX  XXXX XXXX, but, subsequently sold to Mr. Cooper. Sadly, they are the worst loan servicer! 
On XX/XX/21, I called in to Mr. Cooper to inquire about the status of the forbearance option, the name of the owner of my loan and to request copies of my original mortgage documentation. The agent advised that she would send notes from my account, which would contain the investor name. They did not. 
On XX/XX/21, I called again and was provided additional documentation, including the original deed of trust, an unsigned HUD1 settlement statement and a good faith estimate. 
The agent advised that for the investor information, I needed to submit a written request to XXXX. I did on the same day XX/XX/21. 
I have received no response to this request. 
On today, I once again attempted to choose options for the end of the forbearance from their website and received the same error. I sent another direct message. 
I then went to your site and found the method to search for my loan investor from the MERS ServicerID page. I found the original XXXX XXXX XXXX loan information, which shows inactive and XXXX XXXX. The XXXX XXXX. 
I found nothing for Mr. Cooper or the current investor. 
I had previously checked XXXX XXXX and XXXX XXXX and didn't find the loan either. 
This is very strange and it concerns me. I already believe this company to be disreputable. I made a previous complaint because they illegally accessed my homeowner 's insurance for another property I owned and added it to this property. This erroneously increased my payment to over double. I still believe that was a ploy to cause a foreclosure due to my inability to may such a high payment. 
I think their current inaction is an attempt to start foreclosure on my property for non payment. They have been completely unresponsive! I have received no proactive contact from them, other than letters stating the forbearance is ending with the same number to call to choose one. I have received 2 such letters in the time frame wherein they stated they were sending the forbearance repayment documentation.

Company response to consumer: Closed with explanation