Consumer complaint received 2022-03-10
Company: Mr. Cooper Group Inc.
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
What has happened to me has obviously happened to many, many others. 

My problem is : Since Nationstar XXXX has " engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010 '' how is that they continue to engage in these unfair and deceptive acts ( lies ) and causing harmful mental anguish leading to suicidal ideations as they have done to me since being on forbearance due to being " indirectly '' affected by COVID and then granted a loan modification In XX/XX/XXXX and took the first payment that is shown on my bank statement of {XXXX} on XX/XX/XXXX and then added, as shown on Mr. Cooper 's statement, the adj. amount of {XXXX} from a suspense account and purposely misapplied that to look like a one-month mortgage payment in the amount of {XXXX}. When this was investigated as per my request by The South Carolina XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the response from Mr. Cooper to XXXX XXXX XXXX XXXX, Commissioner of Consumer Finance was : " ... the first payment was due by XX/XX/XXXX. The company was unable to process the loan modification because the first required trial payment was not received by the scheduled due date. '' After sending the copies of my bank statement that the first trial payment amount of {XXXX} was withdrawn by Mr. Cooper ( Nationstar XXXX ) on XX/XX/XXXX then next response was that that loan modification was actually " an error '' by Mr. Cooper because the loan was a VA loan and not assumable by me, his widow. Another lie! 

I have written proof with the letters I have received of conflicting information. The last loan that was a XXXX XXXX that was " signed and sealed by a notary '' in XXXX at my home. That first one was then deemed to be " not signed correctly '' and needed to be resigned ( eoe - XXXX XXXX for the Estate of XXXX XXXX XXXX XXXX ) After that second signing of that same XXXX XXXX  that clearly stated the first payment was {$810.00} beginning the XXXX day of XX/XX/XXXX. When I called to make this first payment I was first told I had to make three trial payments in a different amount that was approximately {XXXX}. I told the person that the three-month trial payments were waved and that the document I was looking at clearly stated the amount was {XXXX}. 

After being transferred to another person, I was told that the escrow had to be paid and the new amount was the {XXXX}. I refused to make that payment as there was nothing in writing and the loan assumption agreement clearly stated the amount of {XXXX} and that is what I paid. 

As a result, this new loan was now not going to be given to me. Now they want me to do a Loss Mitigation, which I have already done in the past and I filled it out wrong because I filled it out as the " Borrower '' and I was clearly the " Co-Borrower '' My question to the person I was speaking to said the " borrower '' was my deceased husband. My statement to her was " All the information on the form about the borrower is about how much income, what the expenses are, etc. '' If the borrower is dead, how is it their income and expenses. The next person as I was filling out the new form as the co-borrower and called and asked specifically if I was the co-borrower and I was told : " No, you are the borrower. '' And I questioned her that the other agent told me I was the borrower and she said : " I have been processing mortgages for 30 years and I know what I'm talking about. '' So, needless-to-say, this whole process of trying to deal with, what should have been a VERY simple six-month forbearance, subsequent loan modification, putting the mortgage in my name ( as shown on probate as I am the 100 % successor in interest ) Mr. Cooper is obviously breaking the law XXXX 

How is it then that they are getting away with what they have already been proven to be doing of lying and causing harm and breaking the law?

Company response to consumer: Closed with explanation