Consumer complaint received 2020-09-14
Company: Mr. Cooper Group Inc.
State: NC
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
As of XXXX XXXX my mother passed I notified champion mortgage at the time I was working a full time job and working on my mother arrangements and reached out to them to get help. They continued to pressure me to sell the property. I advised them I did not want to sell but would need time to refinance the house. I was then told I needed to put the house in my name. I did. After doing so COVID19 hit and I was laid off due to COVID19 and I was told that I needed to ask for forbarance from the lender champion mortgage which I did. At that time they allowed 6 months and told me to call back towards the end of XXXX XXXX if additional 6 months were needed. I called on XXXX and advised that I needed more time and asked them the update their system because they sent me letters stating there was no insurance on the home and I sent in a copy of my policy along with declaration stating that it has been covered since the passing of my mother. At that time, I was told by their representative that she could offer the 6 month extension but I needed to know that the money was due and again pressuring me into selling the home. I advised her my intent is not to sell the home its COVID19 related issue going on that has affected my refinance process and I needed more time. I asked if it was too early to make the request she said no but if I was planning on selling she could do the request and if not then she couldnt do the request. I told her to have a nice day and disconnected the call. Due to the credit bureaus reporting Updates filing late and being behind I have had a hard time refinancing and getting them to update my score properly along with my request to have the security freeze/fraud alert removed from my account. I have asked them to do this over a year ago and its still not removed. I dont know how I am suppose to get a refinance loan without having access to my credit. The credit bureaus are not doing their job and the mortgage company has treated me less than poor. I called back on XX/XX/2020 and spoke with a representative named XXXX who was able to help me resolve my insurance concern, if when I called on XX/XX/2020 the representative I spoke with would have just told me what XXXX told me I would have understood. the result is now pending on Champion mortgage end and I still have to wait for the approval for the insurance that is now in my name to be accepted. When I called on XX/XX/2020 I spoke with XXXX  ( not sure how to pronounce her name as she said it quickly and sounded like she did not want to help me ) She was very rude and nasty when I asked for loan modification/forbearance extension due to the pandemic and she continue to tell me that the bank would not allow it and that it was too early to request this. Again, she was no help. I have been managing the passing of my mother dealing with her Estate and the house all by myself and all they want to do is take it from me without even considering loan modification or allowing me the FULL 180 days from the date I requested forbearance to get anything accomplished! I have worked all my life and graduated with a XXXX XXXX the only thing I would like to do is save this property and give champion mortgage the amount they are owed. Which needs to be updated to reflect my homeowners insurance policy being active since the passing of my mother as I have had no lapse in coverage. My property is worth more than the amount owed on the reverse mortgage and I am willing to accept the amount of the loan and pay this amount back over time.

Company response to consumer: Closed with explanation