Consumer complaint received 2022-06-17
Company: Mr. Cooper Group Inc.
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX we moved to XXXX XXXXXXXX XXXX and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting.

Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or XXXX benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold. 

No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXXXXXX XXXX XXXXXXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan. 






In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called Seterus at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper. 

XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a XXXX XXXX XXXX wife, mother and XXXX XXXXXXXX XXXX XXXX XXXX, this left us without an income. 

Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally. 

At the end of their so-called COVID relief program they then requested the XXXXXXXX XXXX XXXX XXXX  all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from Seterus to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, President and CEO of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response. 

Then next communication I did receive regarding my mortgage, was a statement from a company called XXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request. 
nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing. 

Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters. 













I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response. 

XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature.

2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Origin
al title not copy.

Assurance was made that these documents would be returned to them.

Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  XXXX, XX/XX/XXXX No response from XXXX. 
No response from Mr. Cooper who was servicing the loan at the time. 
No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with XXXX  this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested. 

This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan. 

XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date. 

I have also received numerous threatening letters from XXXX XXXX XXXXXXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem. 

XXXX, Seterus and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others.. 

Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit. 
XXXX XXXX XXXX. 
XXXX  verification to verify this loan was not bifurcated at closing. 
Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full. 

XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation