Consumer complaint received 2019-03-20
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have tired to provide a few of documents without sending every item I have generate in my modification efforts -- all of my efforts and request for a modification, which I strongly feel I qualify for. However, I have been denied every modification request by the investor XXXX and the servicer, XXXX XXXX XXXX. 

The enclosed documents should give you a very strong indication of my responsiveness and tireless efforts to advocate for an affordable payment modification of my loan. The documentation, I have enclosed, includes return receipts, tracking numbers for many request I have sent to the servicer and investor, letters from XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX ( XXXX ) webfile narratives spanning XXXX years, fax logs for all the massive amounts of faxes I have submitted to support my modification request, and hundreds of other source documents. If by chance, you need any more supporting documentation, please let me know. I have saved every correspondence and documents, received, and submitted, in a digital format. 

I have been responsive to all request made of me by the Servicer ( XXXX XXXX XXXX ), the investor ( XXXX ), and every HUD approved agency I have worked with over the past few years in order to be granted a modification with an affordable payment. Please look at all of my documented information in my attached XXXX webfile, please note specifically all of the correspondence in section D and the many documents submitted. Also, please note all of the comments in section E of the narrative sectionplease pay particular attention to all of the denials of a modification by the investor XXXX specifically, and the investor, XXXX XXXX XXXX. 

Because I have been denied a modification on multiple occasions, I felt I had no choice but to initiate multiple advocacy efforts, to include the filing and subsequent discharge of a Chapter XXXX bankruptcy to remove all unsecured debt. Since I have still been continuously denied a modification to date, I have now initiated the process to file a Chapter XXXX bankruptcy for removing some tax liability and to remove my second loan. I am hoping the past and current bankruptcies will help me with my request for a modification. I did not want to take the bankruptcy course of action, but I felt I had no other option because of the continual denial of a modification by XXXX XXXX XXXX and XXXX. 

We have taken multiple steps to minimize the hardship. We have reduced all living expenses to only the necessities to sustain life for our family. We are using the XXXX XXXX and the XXXX XXXX XXXX banks to obtain food for our family for the past two years-I have worked hard to mitigate the hardship. 

Attempts for a modification have never resulted in an affordable payment, thus keeping us in the same hardship position with a mortgage that exceeds over 80 % of our income. We believe we do have significant income to make mortgage payments based on the current market value of our home. The XXXX XXXX County Recorders Office has listed the current market value of our home at {$510000.00}. 

Our current gross monthly income, as noted in our XXXX budget, is {$7500.00}. An affordable payment at 31 % of our income should be {$2300.00} for principal, interest, taxes, and insurance. In addition, based on the current market value of our home, an affordable payment would be set at {$1900.00} per month. 

Therefore, an affordable payment would range between {$1900.00} and {$2300.00} per month for our home. Our current payment far exceeds the aforementioned range for a true affordable payment. 

Again, we strongly hope the servicer, XXXX XXXX XXXX, and the investor, XXXX, will accept the XXXX Solution or any proprietary solution that will provide us an affordable payment between ( {$1900.00} and {$2300.00} ) based on 31 % of our income ( {$2300.00} ) and the current market value of our home ( {$510000.00} ). If XXXX XXXX XXXX accepts the XXXX solution, we will be able to maintain our home, and make uninterrupted mortgage payments because the mortgage will be affordable. 

We believe the XXXX Solution is a fair solution for XXXX XXXX XXXX, the investor, and our family and will place us in an affordable mortgage. The XXXX Solution will allow our family to experience a normal way of life without living from month to month in uncertainty and not displace our family. We are currently occupying our home and it is our primary residence. Please strongly consider this request and we submit this matter for your review. 

We pray that the any Solution will be accepted Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation