Consumer complaint received 2018-12-06
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Purchased home in XX/XX/XXXX in XXXX XXXX, MO after appropriate inspections and due diligence. In XX/XX/XXXX cracks began appearing on the interior walls and on the foundation. Cracks continued to appear and get deeper and longer. In XX/XX/XXXX I hired a structural engineer and it was determined the house had severe structural issues. I contacted piering companies and had them evaluate the engineer 's reports and house to provide an estimate for repairs. I received four estimates and they ranged from {$25000.00} - 38,000. just for the piering. This did not include repairing the interior plaster walls, basement floor, masonry, or painting. None of the piering companies could guarantee their price until they started work and hit bedrock. I contacted my homeowners and home warranty insurance companies and both declined coverage. I contacted an independent insurance adjuster to review my policies and he confirmed that was correct. In XX/XX/XXXX, I went to a mortgage lender and was refused due to the condition of the house. I continued to try to come up with solutions while I hearing walls crack and seeing plaster dust on the floors. In XX/XX/XXXX I stopped paying my mortgage in order to start short sale proceedings. Nationstar d/b/a Mr. Cooper is my loan servicer. On XX/XX/XXXX I physically mailed a packet to Mr. Cooper that included 2 structural engineer reports and all the estimates. While going through processing we received an offer of {$100000.00} and notified Mr. Cooper on XX/XX/XXXX of said offer. On XX/XX/XXXX I called Mr. Cooper & learned the BPO came back at {$130000.00}. I requested a copy of the BPO and was told Mr. Cooper didn't have a copy, only XXXX XXXX did and I could not see it. On XX/XX/XXXX Mr. Cooper emailed my Realtor rejecting the offer and requiring information from the Buyer. They also stated " per XXXX XXXX, the Seller will have to contribute to the loss of the property. Please advise Seller a promissory note of {$47000.00}. over 10 years will be required with no interest at {$390.00} per month. Or, Seller can bring {$5000.00} cash contribution. '' My Realtor replied on XX/XX/XXXX and asked for further details. None were forthcoming. On XX/XX/XXXX the Buyer moved on as processing took too long so my Realtor asked Mr. Cooper what the approved price should be as we needed to put back on the market. XX/XX/XXXX Mr. Cooper stated there is not an approved price, all offers are reviewed on a " one-off basis ''. We put the house back on the market for {$130000.00}. As my realtor and I didn't agree with BPO we requested a value dispute. We wanted proof the structural issues were taken into consideration. On XX/XX/XXXX I asked Mr. Cooper about the value dispute. I was told my realtor needed to submit through XXXX an email with the subject matter " Value Dispute ''. She did that on XX/XX/XXXX. We received a 2nd offer on XX/XX/XXXX for {$100000.00}. This Buyer had a piering company provide an estimate for repairs for just the structural issues. The estimate submitted was {$30000.00}. The Buyer is a realtor and he waived his commission. I agreed to bring {$5000.00} to closing if the deficiency balance would be waived. On XX/XX/XXXX my realtor was notified Mr. Cooper would accept XXXX as a counteroffer. On XXXX my realtor sent an email to XXXX XXXX asking what the status was for the value dispute to confirm the structural issues were taken into consideration. The Buyer would not increase his offer. On XXXX my Realtor emailed again regarding the value dispute. On XXXX Mr. Cooper replied informing my Realtor the dispute was just concluded on XX/XX/XXXX and the value is at {$130000.00}. XX/XX/XXXX Mr. Cooper emailed saying they are in communication with XXXX XXXX as to how to proceed since we have a current value and need to order a new BPO. On XX/XX/XXXX my Realtor emailed Mr. Cooper advising them that the Buyer was getting antsy. On XX/XX/XXXX - Mr. Cooper emailed this is not a fast turn around as the dispute was already concluded. On XX/XX/XXXX Mr. Cooper emailed again stating XXXX XXXX requested pictures of the structural damage and the repair estimates. My Realtor replied on XXXX with several pictures and the repair estimates. On XXXX we received an email from Mr. Cooper " that they are unable to perform another dispute until the one in the portal expired. They do not understand why another dispute is coming in to be entered. If the Buyer does not agree with the XXXX of $ XXXX, please move on to another Buyer or proceed with the foreclosure process. ''

Company response to consumer: Closed with explanation