Consumer complaint received 2019-05-22
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, I began the process of requesting a loan modification with a previous lender. In XX/XX/XXXX, all documents were completed and submitted to previous lender. In XX/XX/XXXX, the previous lender was bought out by Mr. Cooper who then assumed our loan. On XX/XX/XXXX I spoke with XXXX in loan mod dept and he advised all documents necessary were received and under review. On XX/XX/XXXX, I spoke with XXXX in loan mod dept and he advised specific items were missing. These items were completed and submitted via email on XX/XX/XXXX with no response. On XX/XX/XXXX, we filed for Ch. XXXX bankruptcy but advised that we still wished to proceed with the loan modification. On XX/XX/XXXX I spoke with XXXX who advised they needed an authorization signed by bankruptcy attorney to speak with me about our loan. On XX/XX/XXXX my attorney 's office faxed the signed form to the number provided. On XX/XX/XXXX I spoke with XXXX XXXX who told me missing items needed for loan mod review. She advised I could email the documents directly to her and she would send them to underwriting for review. XXXX sent me an email with her contact information so I could send the documents. That same day, I emailed to her the missing documents with no response. On XX/XX/XXXX I called and spoke with XXXX who attempted to connect me to XXXX but I had to leave a VM. XXXX advised that the documents I emailed to XXXX had not been uploaded into the system yet but assured me that XXXX would return my call. I never received an email or call response from XXXX. 
On XX/XX/XXXX I returned a call to XXXX XXXX in bankruptcy dept and left VM. XXXX returned my call on XX/XX/XXXX and advised that he can not speak with me about the loan mod until they receive the authorization form from my attorney. I told him it had been sent on XXXX and that I had previously spoken with XXXX and XXXX. He would not discuss anything further. On XX/XX/XXXX I spoke with XXXX XXXX in bankruptcy dept who advised the authorization form still had not been uploaded. He provided me with his email address so I, or my attorney, could send it directly to him. On XX/XX/XXXX I received a copy of the authorization form from my attorney and called Mr. Cooper - I spoke with XXXX XXXX in the bankruptcy department and emailed her the form directly. She proceeded to upload the form for me and then advised that underwriting required a RMA form and number of people in the household for review, but I told her that the original RMA I completed was from a prior lender. She could not send me an updated one because I am in active bankruptcy. However, she told me that a letter was sent to my attorney of record with the information. My attorney denies ever receiving anything from Mr. Cooper on my behalf. XXXX went on to advise that in her experience, proceeding with a modification when we are only " a couple months '' behind isn't worth it. 
Later that day, I called and asked to speak with a supervisor. I spoke with XXXX, supervisor in the bankruptcy department who explained that the original RMA is outdated and to contact my attorney of record as they were sent an updated RMA form and the missing documents letter. I contacted my attorney who still had not received anything on my behalf from Mr. Cooper. 
On XX/XX/XXXX I called my attorney again and confirmed no letter was received from Mr. Cooper. I called Mr. Cooper and spoke with XXXX who told me I could download the RMA/UBA form from their website. I downloaded the form, completed it and emailed it to the required address on XX/XX/XXXX. I never received an automated email response as I was told would happen so on XX/XX/XXXX I called to follow up. I spoke with XXXX in the bankruptcy dept and she stated that documents have not been received. She transferred me to XXXX, the supervisor, again. XXXX promised to look into the problem and return my call on XX/XX/XXXX at XXXX CST. I never received a return call. 
On XX/XX/XXXX I still had not received a call or email so I contacted Mr. Cooper and spoke with XXXX in the bankruptcy dept. After much research, XXXX was able to confirm that the RMA form had been received but they still required the number of people in our household. I told her I had attached a Word document with the RMA to include that information. She told me, for the first time, that an editable document will be automatically rejected by the system so I converted the form to pdf and resent it via email. 
On XX/XX/XXXX I still have not received an email verification that my items were received so I called to follow up. I spoke with XXXX and then XXXX, supervisor, and expressed my frustrations with the automated system and length in processing. I was told that there is a 72 hour processing time for emails to be received and uploaded in to the system. When I asked why I never received a call back from XXXX or XXXX or an email verification, she simply told me that technology isn't perfect and she's sorry that I'm frustrated. 
This process has been going on 6 months just to be considered for a modification ( 4 months with Mr. Cooper ). We are now 3 months behind on the mortgage and terrified of losing our home. I have expressed this every time I have called but I can't help feeling that Mr. Cooper is deliberately using stall tactics to force us into a situation where we either give up and find a way to pay what we owe, or they will move for foreclosure.

Company response to consumer: Closed with explanation