Consumer complaint received 2022-04-12
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was in forbearance throughout much of the pandemic and was unable to pay the full amount due at the time my forbearance period concluded. The option I was presented with was a XXXX interest loan payable at the end of my mortgage, which was satisfactory to me. I signed the paperwork and had it notarized, and returned to the company in the first half of XX/XX/XXXX. 

I XX/XX/XXXX I missed a couple of phone calls from a number I did not recognize. When I listened to the voicemail, it was some third party calling on behalf of my mortgage company, MrCooper, and they wanted to schedule a time to send a notary out to my house, and that it involved some unspecified time-sensitive issue. I called Mr Cooper 's customer service line on XX/XX/XXXX and a very helpful agent let me know the third party was calling to schedule a notary because I needed re-sign the paperwork I had taken care of in XXXX because of an error on their side involving not properly countersigning the document. I am now in the process of taking care of that. 

The complaint is that while I was looking into this, I logged into my account and noticed a letter in my documents dated XX/XX/XXXX of XXXX which stated I was in default of my loan and the total amount due was {$10000.00}. There was no explanation for it, I do not recall seeing this come through the mail, and I have no prompt in my email to check for this message, which is not in an obvious location on the website. Now, at the date of the letter I was in deed behind on XXXX payment, which was taken care of and I was current as of XX/XX/XXXX, but I was not delinquent anywhere near this amount, nor was I in default. I have my statements from XXXX, XXXX, and XXXX which never once reflect a default, or a sum owed of {$10000.00}. 

Assuming this is an error, and being a reasonable person, I attempted to use the website 's option to submit an inquiry. In my inquiry I ask outright if this is in relation to me needing to sign more paperwork due to their error, or if it is a mistake or a separate issue. I work a full time job, and a part time job, and I do not frequently have time for lengthy phone calls, and I certainly do not have any regular frequency of availability, so my request was in writing, with the desire to continue communication in writing, which I believe is my right as a consumer but I will leave that to you. My inquiry was closed without direct response to my issue, instructing me to call their customer service line to discuss. 

At this time, I submitted another inquiry stating explicitly that I wanted communication in writing and that I was unwilling to have this be verbal communication, and that if someone did not reach out to me I would next contact the CFPB. The response from the company was to close my ticket and it stated they would forward my concern to another department who would reach out by phone to discuss with me. This runs precisely counter to my request and at this time I am not only deeply concerned, but I am now very aggravated. 

Where I'm at now is having to arrange my extremely busy life to accommodate their ineptitude, while also worrying and experiencing increasing anxiety and frustration not knowing if they will be initiating some sort of action to take my home from me and my family because I am not certain what this 10,000 dollar issue is. They are trying to force me to accommodate their business hours by having this be a phone communication, and I have very clearly stated a desire to be contacted in writing. I work XXXX jobs, my wife works overtime, I have expensive medical problems, a mountain of debt, and numerous personal issues causing me immense stress, and this is affecting my health at this point. They are not dealing fairly with me, and they are causing literal physical issues for me because of their refusal to communicate, and their need for me to correct a problem they caused.

Company response to consumer: Closed with explanation