Consumer complaint received 2022-04-27
Company: Mr. Cooper Group Inc.
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am a single mom who bought my home with my Ex in XXXX ( we were never married ). My daughter and I have an XXXX of XXXX for domestic violence against him since XXXX, he is legally not allowed on or near the property. I have been trying to get a loan modification for just my income because it is just me and my young daughter living in the property. My mortgage company has told me that all I need to do is get a quit claim deed signed by my ex relinquishing rights to the property. I have been fighting for three years to try and get this signed and I have gone into foreclosure. Again my mortgage told me that all I needed was to get this signed and I could get my own modification. My ex sold his part of the property to a random real estate company without my knowledge or signature, which then offered me to buy a quit claim deed from the real estate company for {$1900.00} and it will be just in my name. I have paid the {$1900.00} and now have the property just in my name. As soon as I contacted the mortgage company to let them know that I got it signed they are now going back on their word saying that even with the quit claim deed showing my ex has relinquished rights to the property I would still have to have my ex sign a modification with just my payments. This has caused so much stress and sleepless nights being lied to and paying all of that money just for them to say there is nothing I can do now. I have a stable job that I have been at for three years and I still can not get a modification just in my name after the countless times that I have been told by my mortgage company that I would be able to get one. I have written down multiple names of the representatives that have told me verbally that was all I needed. I was in a covid forbearance plan which my mortgage company told me at the end of the forbearance that I could resume payments and that the amount owed would be put at the end of the loan and the loan would be extended or that they would offer me a loan modification. The forbearance has ended and no such offer has been made. My foreclosure sale is scheduled for XX/XX/XXXX and I am terrified that I am going to lose my home after all of this time that I have been fighting to save it. I asked if there was a special circumstance that they could accept a modification without my ex 's signature seeing that I have an OFP against him they said sorry for the miscommunication. How can three years of being told one thing be a miscommunication? I feel scammed by my mortgage company and have considered hiring a lawyer to look into this because I am just shocked at how they could be this dishonest it is just not fair. I have been through so much all I want to do is make payments and keep my home. 

UPDATE On XX/XX/XXXX the company had sent me a response to my complaint stating that " On XX/XX/XXXX, we received the Quit Claim Deed ( QCD ) and we have decided to move forward with your signature only for the modification. This decision was made on XX/XX/XXXX. We have enclosed the Unexecuted Modification Agreement for your records. Please return the Modification Agreement as soon as possible. Please know there is a foreclosure sale date of XX/XX/XXXX on the account which is on hold. '' Which was absolutely wonderful news and I signed the loan modification with their mobile notary which the documents were received by the company and I called on Tuesday XX/XX/XXXX and asked when my account would be updated the representative explained that the documents needed to be reviewed and my account would be updated within two or three days. I kept checking my account because I want to make my payment and set up auto pay and it still is not updated. I called on XX/XX/XXXX to see how the process was going and the representative told me my documents were DENIED because they were missing the other persons signature. I then explained that I did not need the other persons signature because it was approved that I only needed my signature. I stated I can provide the letter I received and she said that was not necessary and that she found it and would put in a request for it to be reviewed and updated she said it may take up to 5-7 business days to be reviewed. I sent a copy of the letter to the modification and incoming research departments as well as the message center on my online profile. I called today XX/XX/XXXX to check the status of my modification only to be told again that it has been DENIED because they needed my ex 's signature. I asked to speak with a manager and explained the situation again for a third time and they said that they will forward the documents and expedite the review process but again it could take 5-7 business days. I do not understand how no one at the company can find the letter I was given in response to my first complaint. I was so happy that I was able to get this accepted with just my signature and that I would be able to start making payments again only to find out that I keep getting denied I don't understand why it's been denied 3 times now. I just don't understand the constant " miscommunication ''. Do I have to wait another week to be denied again? My foreclosure date is coming up and I was told that I needed to make my payment by XX/XX/XXXX. How can I do that when my account is not available to make payments. As of XX/XX/XXXX the website states my account is not eligible to make payments. I just want this fixed.

Company response to consumer: Closed with explanation