Consumer complaint received 2020-11-20
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My complaint originates with my previous Mortgage Lender, Nationstar Mortgage, LLC d/b/a Mr. Cooper. However, my current Mortgage Lender ( XXXX XXXX ) is also closely involved in this matter as they have not been very helpful in reaching a reasonable solution to the problem I will be presenting. 
In XXXX of XXXX, I reached out to Mr. Cooper and advised them as to why my Mortgage payments had fallen behind and I was looking for any possible solution to help alleviate the situation. My wife and I moved into our home in XXXX of XXXX at which time my wife was the primary/higher earner, being in XXXX XXXX  with her former employer. She was unfortunately diagnosed with XXXX XXXX shortly after we moved into our home. 
My wife was placed on short term XXXX through her employer. We are still currently fighting to get her approved for XXXX through the state. Once my wife 's short term XXXX ( employer ) expired, I became the only source of income for our family and that still remains the case. So more than half our house hold income was lost and we were struggling to make our mortgage payments. 
In XXXX of XXXX when I reached out to Mr. Cooper to seek assistance we were approximately 50 days delinquent on our loan. We began the long and very difficult process of applying for a Loan Modification, I had to work with more than four " Dedicated Loan Specialist 's '' throughout the entire process. We were finally approved for a " Trial Period Plan '' in XXXX of XXXX. I was advised by our first Dedicated Loan Specialist to not allow the Loan to get more than 60 days delinquent, so I continued to make payments throughout the process.

When this four month trial period was offered to me I was told that I had to make contact with Mr. Cooper via telephone or in writing to let them know I intended to accept their offer, which I did. I also had to make my first Trial Period Payment, which I agreed to over the phone with a " Dedicated Loan Specialist '' to have debited out of my bank account on XX/XX/XXXX. I was also advised during this phone conversation that I did not have to make a payment in XXXX, and that this Trial Period will start in XXXX. I also asked if there was anything else needed from me and was told that the phone conversation and agreement to have my account debited was all I was required to do. 
On XX/XX/XXXX XXXX XXXX  took over our loan from Nationstar Mortgage/Mr. Cooper. At that time, I thought I had agreed to have all my trial period payments taken directly out of my account, in order to avoid missing any payments. When I noticed that nothing had come out for XXXX, this was when I learned that XXXX had taken over our loan. It was unfortunately brought to my attention that XXXX did not intend to honor my agreement with Mr.Cooper. I have recently discovered by looking through old correspondence from Mr. Cooper that they dissolved our Trial Period Plan because I failed to return the executed trial plan agreement. I find this to be simply unacceptable and egregious. 
I can prove that all that was required by me to accept the offer from Mr. Cooper I have complied with. Furthermore the permission I gave to Mr. Cooper to have my personal account debited and the action taken by them in debiting my account further proves that I met all obligations set forth by them. Their finding that I failed to provide one form, which I was not even informed about by the " Dedicated Loan Specialist '', is not sufficient to dissolve the agreement. Therefore since XXXX XXXX has acquired all rights to this loan from Mr. Cooper I see fit that they honor the agreement set in place between myself and the aforementioned, Mr. Cooper. 
I will be attaching several documents to this complaint, which substantiate my claim that there was an agreement made between Mr. Cooper and myself and they were erroneous to dissolve the agreement. I will also be attaching transaction history with Mr. Cooper and XXXX XXXX. These prove that I continued to make payments to Mr. Cooper through the Loan Modification process and that my loan did not get more than 60 days delinquent during that time as advised to so by my first Dedicated Loan Specialist. And it was not until XXXX when I didn't make a payment, as advised by the Dedicated Loan Specialist, that my account became more than 60 days delinquent. I am also attaching a letter that was sent to both Mr. Cooper and XXXX XXXX in XXXX asking for a resolution to this matter. I also sent two certified checks as payment to XXXX XXXX ( XXXX and XXXX ) with the reduced payment amount I reached with Mr. Cooper.

Company response to consumer: Closed with explanation