Consumer complaint received 2022-01-06
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello, and thank you for considering my complaint. 

My problem is that I am having trouble coming off of a Pandemic Forbearance plan and finding a solution to start repaying what I owe during that period along with my regular monthly payments. Unfortunately, the only solution Mr. Cooper is offering me is a lump sum reinstatement payment that I simply do not have. I am being given no other options whatsoever such as deferral or a repayment plan ( that does not require me to be up to date on payments within 30 days ). Here is a brief timeline of my experience so far : I was approved on XX/XX/XXXX for a Pandemic Forbearance plan starting XX/XX/XXXX. 

I received a notice on XX/XX/XXXX stating that my forbearance was coming to and end and to contact Mr Cooper to " make a plan to bring your account current ( this could include a repayment plan, payment deferral, loan modification, or other mortgage assistance options ). 

That same day ( XX/XX/XXXX ) I filled out the online questionnaire for those coming off of the COVID forbearance plan that lead me to the Pandemic modification option, which I submitted immediately. 

XX/XX/XXXX I received the COVID modification application confirmation from Mr Cooper. 

My evaluation was open for 4 MONTHS from that date as I received evaluation DELAY NOTICES from Mr Cooper on XXXX, XX/XX/XXXX & XX/XX/XXXX. 

On XX/XX/XXXX I received a notice from Mr Cooper that my " Standard Modification '' had been denied, but when I called Mr Cooper on XX/XX/XXXX to find out why, I spoke with agent ( XXXX XXXX who looked into my situation and discovered that my application should have been processed through a " PANDEMIC MODIFICATION '' since I was transitioning from the COVID forbearance plan and should not have been considered for a " Standard Modification ''. ( I wrote XXXX 's supervisor, XXXX XXXX, a positive review for XXXX 's in-depth attention to my matter, which was documented by an email sent on XX/XX/XXXX ). I was directed to another agent, XXXX XXXX who submitted a new application ( which I assumed would be for the Pandemic Modification ). 

When that application came back denied on XX/XX/XXXX for another " Standard Modification '', I called Mr Cooper and spoke with agent XXXX who discovered that when XXXX XXXX reapplied my application, it was sent with {$1.00} on the yearly income line which, according to XXXX, would have been a red flag for a denial... so she asked my yearly income, added that to the yearly income request and reapplied a third time. 

On XX/XX/XXXX, I went online to check the status of my latest application which stated it too ( another STANDARD modification ), was denied. Again, I called Mr Cooper and spoke with agent XXXX who instructed me to appeal this latest decision, which I did. Then on XX/XX/XXXX I received another Standard Modification denial statement online. I immediately called Mr Cooper and spoke with agent XXXX who told me my only option is to pay in one lump sum and no other reinstatement options are available ... which means pay over {$11000.00} upfront or lose my home. 

I do not understand why none of my attempts for a PANDEMIC MODIFICATION have been filed after coming off of the PANDEMIC FORBEARANCE PLAN. I AM willing and able to start making my regular monthly payments along with additional amount to repay the amount owed over time, but they are not willing to allow me to do that, either. Please help me find other options that will allow me to start paying what I owe over time to allow me to stay in my home. I thought that was what the CARES act was all about! 

Thank you very much for your assistance in this matter.

Company response to consumer: Closed with explanation