Consumer complaint received 2022-12-29
Company: Mr. Cooper Group Inc.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was very unfortunately laid off from my job due to XXXX in XX/XX/XXXX and immediately opted into the XXXX forbearance program with XXXX bank ( our mortgage servicer at the time. ) We applied for a variety of loss mitigation options, and in the middle of that process, we got a letter that our loan was sold to Mr. Cooper. 

I then found out about the XXXX  program and applied back in XX/XX/XXXX. When I called to follow up several months after not receiving any updates from XXXX, I was told that there was no movement on my application because it was incomplete without a digital signature. Upon receiving this surprising information, I immediately logged in, attached my digital signature, and submitted my " complete '' application to XXXX  XXXX on XX/XX/XXXX. 

We were assigned to an underwriter with XXXX - XXXX XXXX, and XXXX XXXX, and a loan XXXX XXXX XXXX with XXXX XXXX XXXX I was told by XXXX XXXX that she sent the " I record '' to our mortgage servicer on XX/XX/XXXX and that our account was notated with conditional approval for the program, pending receipt of the " V record '' from Mr. Cooper. It's my understanding that Mr. Cooper is legally required to respond with the " V record '' within XXXX business days upon receipt of the " I record '' from XXXX. 

I followed up with Mr. Cooper numerous times via calls to the XXXX XXXX department and emails to XXXX, as instructed by a loss mitigation XXXX. I have never received a response from the hardest hit funds emails. I have called to escalate this to a supervisor, and there is never XXXX available and I'm told I'll receive a call back, which I never do. I was told by Mr. Cooper that they have not received any communication from XXXX and that our loan is not coded for XXXX. I get conflicting information from each loss mitigation XXXX every time I call, and my head is spinning. Most recently ( after months of calls to the XXXX XXXX department ), I was told for the first time that I had to authorize our XXXX representatives to speak with Mr. Cooper on my behalf, so I have done that. 

On XXXX, I asked our underwriter to send the " I record '' again, and she said she did. Mr. Cooper still claims they havent received ANY contact from XXXX and that our loan isnt coded for XXXX  at all. Mr. Cooper says they called XXXX on XX/XX/XXXX and have not received any contact back from them. Theres no phone number to get in touch with our underwriter. I email and it often takes weeks to hear back, if I do at all. I have called XXXX  and cc 'd her supervisors on recent emails. 

Ive called both XXXX and Mr. Cooper dozens of times to follow up, and both organizations say they have not received any communication from the other. I have done everything I was instructed to do. 

At this point, it's apparent there is something seriously wrong and filing a complaint with the CFPB is my only option. We have been approved for the funds, and a technical communication breakdown between these XXXX very large and very powerful organizations is preventing us from receiving the government support we are qualified for and entitled to. It would be an absolute tragedy if the XXXX ran out of funds before we could get this completed, as is happening in other states. We are qualified according to the program requirements, and are already pre-approved, so there is no reason a communication breakdown between these XXXX organizations should prevent us from keeping our home. I am concerned that Mr. Cooper is aware of our home 's loan to value ratio and that they are financially incentivized to block the support from XXXX, as they stand to make a larger profit by foreclosing on our house and reselling it than they do allowing us to stay in our home. 

XXXX has really set our family back and we desperately need your help to expedite this for us. We would be so grateful for your intervention. I will anxiously await your response in this matter as I am afraid that every day that passes, we are losing our ability to keep our house! And, as stated before, we did everything we were supposed to do to prevent this from happening. Thank you so much.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation