Consumer complaint received 2019-02-14
Company: Mr. Cooper Group Inc.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, I was released from my contract without notice and cause. As I was attempting to find new work, I filed for unemployment and was using my savings and credit cards in order to survive and not to lose my home to foreclosure. There was an issue with unemployment and received no payment on unemployment. After securing a new contract in mid XXXX in XXXX, I started to make headway on my bills catching back up. In mid XXXX, the budget was cut from my project and the client informed my contract firm that my team would be released XX/XX/XXXX. So once again, I began to look for another contract work but no one hiring due to budgets being confirmed and released in XXXX, I knew that it would several weeks to secure another role. I filed unemployment once again. In XX/XX/XXXX, my house payment bounced. Fear that I might have difficulty making the XX/XX/XXXX payment, I reached out to the Mr. Cooper, my mortgage company to file for a loan modification. 
After speaking with the associate at Mr. Cooper, they asked for a series of documents including the last 4 paychecks, an application, verification of employment. After gathering the documents, I submitted the documentation on XX/XX/XXXX. 
After a series of conversation with customer service representatives and supervisors throughout XX/XX/XXXX, we were instructed that we need to provide a verification of employment which I have provided in XX/XX/XXXX a contract which described my roles, what my role would be, and my hourly rate ( {$50.00} per hour ), and firm that I would be working with meeting with all the requirements that were requested. After submission, I received a series of rejection after rejection due to the underwriter stating that they needed an annual or monthly verification. I explained that I would be a contractor and the firm would not provide nor guarantee an annual or monthly verification. The gave me task after task to satisfy the requirement. These include calculating the potential Annual potential income ( {$52.00} hourly rate * 2000 hours equal XXXX potential annual income ), an explanation of why a calculated potential annual income ; even asked to fill out a form to be signed by the contract firm verifying my annual/monthly income which included a signature from a contract firm representative ( which the contract firm would not sign ). Basically, at every turn there is a unique hurdle that can not be satisfied. I requested on several occasions to talk to the Loan Modification representative but could only speak with the customer service representative and/or a supervisor which could only give read us the notes provided by the XXXXoan Modification specialist. Now, I am back to working as for XX/XX/XXXX and still attempting to get my loan modified, being 2 months in arrears at this time XX/XX/XXXX, I am not sure what to do. Once again, I am trying to catch up with bills and considering filing bankruptcy. On one occasion I received an acceptance from the customer service representative and the website, however was soon rejected again due to the verification of employment paperwork being accepted. 
All I am asking, is a definitive answer of what is needed in order to satisfy the loan modification, clear communication and resolution since now it has been almost 5 weeks.

Company response to consumer: Closed with explanation