Consumer complaint received 2019-06-01
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I was notified by the company I worked for that they would be closing their doors and going out of business in about 2 weeks. At the same time our mortgage company raised our payment twice in the same month. increasing it by about 75 %. we called and told them what was going on. we were instructed to apply for a modification which we did. they kept sending us letters requesting more information. this occured about once a month. we would send it and the next month they they would ask for more most of the time it was the same stuff. when we first talked to them we asked if we could continue making our regular payments until we got it straightened out, we were told no because it a partial payment and they did not accept partial payments. we received a letter in late XX/XX/XXXX or early XX/XX/XXXX informing us the modification had been denied because some information had not been received. we called them about it.and was told to reapply. we did immediately. And the process started all over again every month a request for more information and always the same stuff we just sent them the month before. We would call and one person would say. they didn't get it we could call the next day and they would say they didn't get it and so we would send it again.after a few months we got another letter saying they were denying it again an they told us to reapply again. and again every month requests for information that we had already sent over and over. In XX/XX/XXXX we were served with foreclosure papers, we immediately called to find out what was going on. we were told " '' JUST IGNORE THEM, THEY SOMETIME DO THAT. '' '' WE continued to ge more requests for information ( the same stuff over and over ) on at least 2 other occasions we asked about the foreclosure and was told " '' DON'T WORRY ABOUT IT IT HAS BEEN TAKEN CARE OF. '' '' On around the XX/XX/XXXX a real estate investor stopped at our house and wanted to talk to us about stopping the foreclosure. We told him we didn't know anything about it and told him what was going on. the first thing he told us was that what the are doing is called DUAL TRACKING and he explained to us what it is. we had faxed them another modification application in XX/XX/XXXX one person told us they got it another said they didn't. in XX/XX/XXXX we called to find out what was going on and was told they didn't receive the fax. we told the person we talked to about all the faxes we had sent to them. this person told us not to fax anything because THEIR FAX MACHINES HAVE NEVER WORK PROPERLY. She told us to send it by mail with a tracking number. we sent it certified mail with a return receipt that was on XX/XX/XXXX, it was signed for on the XX/XX/XXXX at XXXX XXXX. we called the next day but was told it hadn't been received. we informed her that it had been signed for the previous day. and she acts real surprised and says OHH HERE IT IS. she said she would have it entered into the computer. we called the next day and was told they had never received the information. we told them about it being signed for and was told that it wasn't and that we must be mistaken. We contacted a HUD counselor and my wife and her called them together the counselor immediately caught them in a couple of lies and she called them on it. they kept  referring to it as the loan modification and not a modification review. leading us to believe it had already been reviewed and awaiting approval. they have asked for another application but told us they have to have it by the XXXX. when I lost my job I had to take an early retirement because of my physical restrictions I was unable to find a job. my wife is XXXX and can not work. We do not want to lose are house we are in are XXXX 's and moving would be a terrible hardship on us especially on my wife it has already caused so much stress on her that from XX/XX/XXXX until no she has lost so much weight she went from XXXX to XXXX. I know there is a lot that I haven't included but it will come out later. I have attached the conformation sheet from the fax in XX/XX/XXXX and the receipt for the certified letter in XX/XX/XXXX. Thank you for your time

Company response to consumer: Closed with explanation