Consumer complaint received 2023-04-30
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Nationstar aka Mr. Cooper Mortgage During the pandemic, I was in a forbearance arrangement with my lender, Nationstar/Mr. Cooper. 
In XX/XX/XXXX, I was sent paperwork for a loan modification. I was excited to accept the terms, however, my loan still listed my ex-husband ( we divorced in XXXX ) who passed away in XXXX. I spoke with a representative who advised me of the process to make the necessary changes in their records. 
I compiled the information and on XX/XX/XXXX, submitted requested documents to allow them to make the changes : Correct my name I attached the Final Judgment dated XX/XX/XXXX showing my maiden name was restored. Also attached was my current Florida Driver License with my restored name. 
Remove co-borrower I attached the Quit Claim Deed signed by my ex-husband as part of our divorce in XXXX. I also indicated that he passed away in XXXX and since we had been divorced for nearly 20 years, I didnt have a copy of the death certificate. 
Correct zip code I attached the property tax records indicating the corrected zip code. ( I later found out they will note it but wont change their records. ) Next week will be a full year that I have spent numerous hours on phone calls with them each call is no less than an hour because I cant speak with the same representative and they need to review all of the records. I was told numerous times that the matter was being escalated but I needed to be patient because of the backlog due to the volume created by the pandemic. During that time, I submitted the required trial payments as part of the process. 
XXXX XXXX, XXXX : repeated calls for updates on the status of the modification. 
XX/XX/XXXX : I re-submitted the above referenced supporting documents and asked for confirmation of receipt. ( 2nd time ) XX/XX/XXXX : they emailed confirmation of my request, but asked for documents for my name change, so I re-submitted the above referenced supporting documentation that same day. ( 3rd time ) XX/XX/XXXX : I was told they were asking for additional proof of my name change, but the representative was able to confirm that they had already received the documents I submitted 3 times. I was asked to make additional trial payments at a date to be determined and I agreed. I was forwarded modification documents by email, which were signed and returned via XXXX that same day. 
XX/XX/XXXX : I was asked to make additional trial payments and I complied. 
XX/XX/XXXX : I again asked for the status and when I could expect a resolution, but got no response. 
XX/XX/XXXX : I was told that the modification had been rejected XX/XX/XXXX ( 4 months prior! ) The reason stated, Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. ( So, in all of the hours that I spent on the phone where I was asked to be patient and advised that the delay was due to the heavy backlog, none of the documents that were submitted were ever reviewed. ) Keep in mind that it was after the date of the rejection that I was sent documents to sign ( XX/XX/XXXX ) and asked to make additional trial payments ( XX/XX/XXXX ) and led to believe that there was a chance to have it approved. 
There is never any way to speak with anyone in authority, but when I pressed them about the fact that I had complied with everything that was asked of me, I was told that they needed a copy of my ex-husband 's death certificate. This was the first time I had been asked to provide anything other than what I submitted XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately went to the courthouse, obtained a copy of the death certificate, and submitted it that same day. 
XX/XX/XXXX : I asked for an update and was told the previous offer would not be reinstated ( the rates have now doubled ) and I would need to submit another request, which I did that same day. 
XX/XX/XXXX : The loan is now showing on my credit report as a foreclosure. I was told that I would need to go through another round of trial payments. I explained the situation and asked if they would remove the information from my credit report since I had complied with every request and didnt feel I should be penalized for their repeated mishandling but was told they would not remove it unless/until the new modification is approved. The new trial payments are scheduled for XXXX, XXXX, and XXXX. I asked if I could pay them in full now to expedite the process, but was told I couldnt. 

I am a single parent, and, prior to the pandemic, I was able to pay all my bills in full. Since then, I have worked hard to recover from my financial problems and am still carrying large balances on my credit cards. I have spent a year trying to get this situation rectified, but I am being penalized because of their incompetence and inaction. They are forcing me to remain mired in these problems for at least another 4 months. 

Please let me know if you need any copies of documentation or proof of my phone records. Any assistance or guidance you can provide would be greatly appreciated.

Company response to consumer: Closed with explanation