Consumer complaint received 2019-08-08
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX XXXX of Pennsylvania XXXX PA and Texas CFPB sent over a complaint I am writing you to file a complaint against Mr. Cooper ( Nationstar ) a Mortgage Loan Servicer based in Texas. I have also copied the XXXX of Texas and State Attorney General in Pennsylvania and Texas as well as the CFPB. 
As an older American, I have always tried to pay my obligations in a timely manner, and if I was unable, I work with creditor to workout mutually agreeable arrangements. 
I thought I had such an agreement in Good Faith with Mr. Cooper on a loan modification on my home at XXXX XXXX XXXX XXXX PA XXXX loan Number XXXX. 
Here is a timeline of events XX/XX/XXXX I Paid my {$730.00} on line put the account number and banking info there system XX/XX/XXXX Asked for help on my loan payment still did not come out of checking Per Mr. Cooper it was put in wrong. I had to put the bank info in and checking account in twice. Im very capable of put the numbers in correctly. 
XX/XX/XXXX Mr. Cooper agreed to a modification at the amount of {$730.00} XXXX, I called and they agreed to payment of {$730.00}. They Said to me the XXXX was a Sunday and it should be ok. It was not they denied my modification and kept denying it. 
XX/XX/XXXX, I noticed the amount was not taken out and called Mr. Cooper and spoke to XXXX XXXX she advised to wait for a day since it was month end to allow Mr. cooper to process the payment, She then saw they denied me and told me to apply again. I was denied again. She told me to Appeal the decision they denied me again. 
XXXX The payment was taken out and I received call or letter denying my modification and requiring a full payment of {$6800.00} XX/XX/XXXX, I spoke with XXXX XXXX and told them I am on a fixed income and could not come up with that amount and asked that the modification denial be reviewed for an appeal. I sent an appeal letter in to Mr. Cooper explaining what happen. 
XX/XX/XXXX I was informed the appeal was denied and payment in full of {$5000.00} was due at the end of XX/XX/XXXX or I would be put in foreclosure, I feel like I made an arrangement in good faith with Mr. Cooper, and took extra steps to not only to confirm the arrangement, and receipt of my first payment under the arrangement, but the company misrepresented the original deal and added additional fees and cost with the threat of foreclosure without a lump sum payment. 
You hear some much in the news these days on people avoiding their financial obligations, but I worked out a deal and I feel the company used the old bait and switch to put an even greater financial burden on a senior citizen I have lost faith in this companys ability to process information or respond timely and accurately. They have denied me my rights as a consumer to the protections afforded to me and I am writing you to take some action. 
I can not imagine I am the only person this has happened to at the hands of this Mega Servicer Mr. Cooper. 
Please view this request as a concerned individual homeowner who just wants to pay her bills as originally agreed to by this servicer. I want my modification put back. It was no fault of mine. I did what I was asked. 
Please contact me directly if you need any additional information, Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Loan # XXXX

Company response to consumer: Closed with explanation