Consumer complaint received 2020-09-11
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To whom it may concern, I'm a XXXX year old XXXX XXXX XXXX  veteran and have a home loan with Mr. Cooper. 
MR. Cooper XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX My name is ******* ******* and my account number is *********. I'm a XXXX year old veteran of the XXXX XXXX XXXXXXXX and I have my home mortgage with MR. COOPER. 
In XXXX and XXXX of 2020, I fell behind on the mortgage payments due to medical conditions that delayed me from making my payments. 

On XX/XX/XXXX I spoke with a representative at Mr. Cooper to make my payments. The representative briefly explained to me that because I missed two payments I qualified for a modification program and once I was placed into the program I would just continue to not make payments until the modification trial period was complete. Then at the end of the trial they would put me in the modification. 

XXXX and XX/XX/2020 : I did what I was instructed and then as of XX/XX/2020 we completed the modification process was complete. 

XX/XX/2020 : My family and I decide we would like to buy a new and try to obtain financing. Immediately we run into problems with are credit score. Well, I've come to find out that my credit has been severely damaged due to the modification process. 

XX/XX/2020 : I get a copy of my credit report from a mortgage lender and they explain to me that Modification has not negatively impacted my credit by is also preventing me from qualifying for any loan programs because MR. COOPER marked me late 3 30 day late payments and 60 late from XXXX thru XXXX of 2020. 

XX/XX/2020 : I called Mr. Cooper and spoke with XXXX at XXXX. I explained how my credit was being impacted and took fault for XXXX and XXXX late payment but asked them to remove additional late payments in XXXX for 30 days late and XXXX for 60 days late from my credit report. I explained to XXXX that it was Mr. Cooper who was negligent for not explaining the adverse effects this modification program would have on my credit. XXXX told me there was nothing she could do for me at this point and I would have to contact a special department to try and dispute the issue. I was told the department could only be mail or email. XXXX told me they will respond within 24-48 hours. I asked what my next step would be if I didn't hear back from them, XXXX told me to call her. 

XX/XX/2020 XXXX am : Email is sent to the Mr.Cooper department XX/XX/2020 : Still no email response XX/XX/2020 : Still no email response and I left voice message for XXXX XX/XX/2020 : No email response and left voice mail for XXXX again. 
XXXX XXXX 2020 : Call MR. Cooper and talk to another rep, that Rep messages XXXX and tells me that XXXX will call me tomorrow. The Rep also tells me Mr. Cooper does not have my proper mailing address on file and we correct it. I'm told Mr. Cooper has been trying to mail important documents to me and they have been returned to MR. Cooper by the post office. 
XX/XX/2020 : No email response and no return call from XXXX. 

In summary, my complaint is that Mr. Cooper acted with negligence by not providing me and not explaining to me the adverse negative impact that the modification would have on my credit and my ability to obtain any financing in the future. 

I was never told and it was never made clear to me, about the negative impact this course of action would take on my credit and it is creating a tremendous hardship on me and my family. 

I will be honest and tell you I'm a little XXXX XXXX XXXX and not very good at technology. In fact my Realtor has set this email up for me and is typing this for me as I'm a dinosaur when it comes to this stuff.

Company response to consumer: Closed with explanation