Consumer complaint received 2023-05-03
Company: Mr. Cooper Group Inc.
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
1. During the COVID-19 pandemic, I experienced several medical and financial setbacks that left me in a hardship. I am a 100 % XXXX retired military veteran. I am a single father of XXXX children, including XXXX college students, which all reside with me. 
a. XXXX XXXX XXXX ( XX/XX/XXXX ) 30 days convalescence leave b. Removal of XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) 30 days convalescence leave cXXXX XXXX XXXX XXXXXXXX ( XX/XX/XXXX ) 30 days convalescence leave d. XXXX XXXX  repair ( XX/XX/XXXX ) 21 days convalescence leave 2. These multiple medical issues/procedures caused me to take multiple absences from work for XXXX XXXX XXXX XXXX XXXX  etc., which depleted my accrued sick/annual leave for recovery and XXXX XXXX. This is reason that I chose forbearance as an option for my family. I have been attempting to come out of forbearance with Mr. Cooper since XX/XX/XXXX, right before my loan was sold to them from XXXX. 
3. I contacted Mr. Cooper again on XXXX XX/XX/XXXX ( approximately the 8 such calls ) today to inquire about why the Housing Assistance Fund ( HAF ) Partial Reimbursement form has not been completed in regards to using it in conjunction with Loss Mitigation to come out of COVID-19 forbearance. This form was submitted to the lender, Mr. Cooper on XXXX XX/XX/XXXX, which was around the time that the Loss Mitigation was being worked/submitted. I frequently informed Mr. Cooper that it was my intent to Use HAF funds during the Loss Mitigation and that the form was needed for that purpose. The HAF form is needed for me to potentially receive HAF assistance to bring my loan current. I have spoken with several different representatives that have all relayed the same message : They would send an email to the Mr. Cooper HAF department, to keep checking back, and that upon completion the form would be sent to myself and the HAF coordinator. I, as well as my HUD Counselor ( XXXX XXXX XXXX ), have made multiple calls to Mr. Cooper with XXXX success. I have not had any communication at all with the HAF department at Mr. Cooper. 
4. I also again informed them that this form is what is needed to continue my request for HAF assistance. This obviously impacts what the conditions of what my Loss Mitigation would be. Currently no HAF information has been included in my current Loss Mitigation. It is my intent, with the assistance of the HAF, to bring the account as close to current as possible ( request a loss mitigation strategy for the smaller amount ). 
5. I am not sure what my next recourse should be. I feel very discouraged at this point and all I need is for Mr. Cooper to send the requested Housing Assistance Fund ( HAF ) Partial Reimbursement form so that I may receive HAF funding assistance to bring my account current. Is it possible to elevate my issue up higher? Is there a complaint process for Mr. Cooper that I can utilize to get further assistance from Mr. Cooper to complete the documentation ( HAF Form ) that I need to process my LM correctly? The only answer that I and my HUD Counselor have ever received is that it was received on XXXX XX/XX/XXXX and nothing else. The lack of having HAF assistance included in my Loss Mitigation has/will directly impact the continuous efforts to get this my situation resolved. Any other guidance that you can provide would be greatly appreciated.

6. I would like to resume my course of action with the Georgia Mortgage Assistance, but I need the Partial HAF Reinstatement Information Form ( sent to Mr. Cooper on XXXX XX/XX/XXXX for signatures ; must be emailed to XXXX, XXXX XXXX XXXX ( HAF ) ( XXXX ) and myself at XXXX ) to do so. 
7. Any assistance that you could provide would be greatly appreciated. 
XXXX or XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation