Consumer complaint received 2021-11-04
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I had experienced being laid off from work due to COVID-19 and I entered into a forbarence with my mortgage lender. I kept in communication with them throughout forbarence. When I obtained work again I informed lender that I had started working and was ready to end forbarence. I hadnt started work yet and needed at least one paycheck to get on my feet again and start making payments. I was granted a partial repayment claim modification and paperwork was sent to me to be notarized. I obtained a local notary and submitted paperwork to mortgage company. I paid out of pocket for this notary. The mortgage company rejected paperwork stating that a subordinate page was missing a signature. I received new documents to sign. I once again paid for a notary out of pocket and immediately resigned and sent back the notarized copies. Once again mortgage company rejected the paperwork. I called to find out what was going on. It was stated to me that the papers were not done correctly. The notarys stamp had stamped over a letter ( one letter ) and that made them reject paperwork. They resent the paperwork to me and I again paid out of pocket to have them notarized. Once again the mortgage company rejected the papers. This time stating that the notary stamp was blurred and that they had misdated a document and crossed the mistake out. This was the reason they rejected documents. I phoned mortgage company an talked to them stating that I was concerned because I was under the impression that I was in a modification and that it had stipulations regarding a trail period. The mortgage lender told me that as long as paperwork was being processed that I was still covered under the forbarence. The mortgage company issued paperwork again and I met with a mobile notary that they supplied. Signed the paperwork and notary sent documents back to mortgage company. Once again they rejected documents. And again sent out new documents and a different mobile notary to which I signed and had documents sent back to mortgage company. These documents I have not been notified if they were rejected or approved. Meanwhile while all this was happening I had been attempting to make a payment in XX/XX/XXXXto stay current with any trial. Website would not allow me to make payments on my account. I called and inquired as to why I could not make payment and that I was concerned because of the trail period in modification. Was told that during paperwork of that modification I was not required to submit payment and they would not take payment until documents had been completed. Then as of yesterday I noticed my credit score dropped significantly and it was due to my late mortgage. I was devistated and confused to say the least not to mention terrified of the mortgage company hitting me with foreclosure notification out of the blue. I called and spoke with a few people as to what was going on. I told them that all of the times Ive tried to get the papers back to them and they keep finding little things to reject them. These reasons for their rejection are beyond my control and are at the notarys expense I even used their mobile notary twice and they still rejected the paperwork. The man I spoke to as of late told me that my modification was rejected due to paperwork. I started crying as this was not in my control and that I had call several times stating to such and asking what can I do to redeem situation as I needed my modification to process. I was reassured a few times that everything would be fine and to just hang tight while papers processed. Well they never accepted them to have them process and for little things they could have contacted the notary for to fix and process my modification. Instead I have taken a significant hit on my credit scoredeemed late of my mortgage of over 60 days. And to top it off they told me my modification would be rejected now. I dont see how any of this is right or to help me out after being laid off. I feel completely humiliated yet again and now have a lingering XXXX I dont know what I am going to do and now on top of all of this facade of them helping out their COVID 19 pandemic individuals they literally rejected any paperwork that would help me out and rejected my request for modification in the end. This is an outrage for them to fake that everything would work out and to let things process and to keep up with their shananagins and jump through hoops and pay money out of my pocket to meet their unobtainable demands of proper signing. I find this humiliating and hurtful Im so many ways. This by far has been the worst expirence I have ever been through. To top it off none of the mistakes on the rejected documents were my fault it was all them not liking a stamp, saying it was blurred and undated, claiming pages were not signed by notary that should have been and then claiming the page was missing after that. The directions on the paper work are not the best and on one said document they claimed wasnt signed by notary did not even list an area for notary to sign specifically. I am in dire need of some assistance because up until the COVID-19 pandemic I had always paid my mortgage on time and was a good mortgage holder since 2008. I love my house and do not want to loose my home its the only thing I ever accomplished in life from working so hard and I would absolutely be devastated and utterly humiliated. I am a XX/XX/XXXXand I have been serving the XXXX  and the XXXX I have sacrificed my own health and well being for others and cont to service my fellow Americans the least someone could do for me is to help me out when Im in my time of need. Ive started working again and tried to make a payment in XX/XX/XXXX and was not allowed to do so. Now it looks as if I defaulted on my modification trail. I feel as if this all is a game that my lender is playing to force people myself included into for closure instead of actually helping them start to get back on track after this awful virus has almost taken everything from us all. I have a 30 year mortgage loan with Mr. Cooper which I was current and paid faithfully in for over 12 years ( mortgage started in 2008 ) I have over XXXX in equity on a refinance but at the time I needed help refinancing wasnt an option given to me forbearance only. This is not right and I deserve some help and I deserve to have a chance to claim what the federal government said is my right. I hope that this can be resolved because although Im working ( I have had two paychecks now ) I dont have the entire amount of XXXX if I did I prolly wouldnt have been in a forbearance or hardship. I feel like I have been put in a harder position then I was to begin with. If refinancing were an option when I needed help I could have refinanced lowered my interest rate and cashed out enough to cover home upgrades and never would of had a debit of XXXX lingering over my head because the refinance would have dropped my interest rate and my monthly payment but now since I went with what mortgage company offered me I am in a worse position than I previously was at risk for losing my home and in debt of XXXX and reported to credit agencies that Im 60 days behind. I feel in complete violation of my rights in so many ways and I do not wish this on anyone else as the added stress and ailments to my mental and physical health are almost unbreable. Im in tears and anguish everyday and the additional stress makes me feel very ill and all the games being played make me depressed and are done purposely to make me feel defeated and worthless. I dont understand the Disrespect and ill brought on me by my mortgage company Mr Cooper but I hope they are held up to their end of the bargain and that someone else never has to go through what I have had to go through the last few months. I need help. I need help desperately before they take my home from me and everything Ive ever worked for. That will leave me and my son homeless. I doubt they even care. 
XXXX XXXX Mortgage with Mr. Cooper ( NationStar ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX

Company response to consumer: Closed with explanation