Consumer complaint received 2022-05-24
Company: Mr. Cooper Group Inc.
State: OK
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX To Whom It May Concern, I am writing to report Nationstar Mortgage LLC, dba Mr. Cooper for acting in what I consider to be bad faith. My husband and I have a VA Loan that was purchased by the aforementioned Mr. Cooper. At the time we were coming out of a Covid-19 Forbearance with our previous mortgage holder XXXX XXXX. We had accrued a total of {$16000.00} in the principal amount of {$11000.00} and escrow advance amount of {$5100.00}, for the period XX/XX/XXXX to XX/XX/XXXX. 
On XX/XX/XXXX we received the loan modification package from XXXX XXXX to have notarized and returned within 14 days. We also received notice from XXXX XXXX  that they were selling our mortgage to Mr. Cooper as of XX/XX/XXXX. We were concerned that our mortgage modification could be in jeopardy of falling through the cracks. Being that it was late in the day XXXX XXXX XXXX, we decided to try and call both mortgage companies with our questions and concerns on Sunday, XX/XX/XXXX. 
Sunday, XX/XX/XXXX we called XXXX XXXX first. We were told that they could no longer be of help as Mr. Cooper took over ownership as of XX/XX/XXXX. The customer service representative suggested we call Mr. Cooper with our questions and concerns. We did call Mr. Cooper but was given a message saying they were currently closed. We called back during the week and the customer service representative could not pull up our file as they did not have our account in their system and that it could take up to another seven days before it would be in. She told us to call back after seven days. 
During the seven day period my husband was diagnosed with both XXXX and XXXX at the same time. My family officially went into XXXX. Around the middle of XXXX I called Mr. Cooper, and was connected with a loan specialist. She was very helpful. During this phone call she assured me that Mr. Cooper would honor my modification agreement with my previous servicer. She did need to speak to her supervisor because she was not sure how to handle the date of the agreement as we could not have a notary out while we were under quarantine. She spoke with her manager and called me back. It was decided at the time that Mr. Cooper would write up the loan modification and mail it out for us to have notarized. I was told it would take thirty to sixty days to get us the paperwork. She set up a time the following Monday evening to call and follow up with me. I was very satisfied and had faith that the company would follow through. The following Monday night came and I received no phone call, I just thought that maybe she had become busy and did not have the time to call. 
My next communication from Mr. Cooper was a letter dated XX/XX/XXXX. The letter was a form letter giving me the name and contact information for my new Dedicated Loan Specialist. My specialist was XXXX XXXX XXXX. The letter, also requested that I call XXXX XXXX to discuss my loan with him. So I called the number and was given the customary prompts and was directed to XXXX XXXX voice mail. In the message he asked for the callers information and he would contact them within 48 hours. I never received a phone call back from him. To this day I still have never spoken to XXXX XXXX XXXX. I left messages from him and he never returned any of my calls. 
The next correspondence I received was in the form of a letter dated XX/XX/XXXX. The letter was a request for us to call their loss mitigation office if we were having trouble making payments. It did say that if we had already submitted a loss mitigation application they would continue to work on it. I was concerned once again so I called on XX/XX/XXXX. 
I received a document dated XX/XX/XXXX from XXXX XXXX by Mr. Cooper welcoming us to their company. It had our contact information, our mortgage transfer notice, and disclosure agreements. This letter did not contain our modification papers. 
On XX/XX/XXXX I was directed to a Customer Service Representative and was asked if I could make XXXX payment of {$960.00}. I told him that I was able to. This person went ahead and took my payment information and processed the payment. The payment went through with the confirmation # XXXX. I was told that loss mitigation was handling the modification and connected to their voice mail. Once again they said they would return my call in 48 hours. My call was never returned. 
I then received a letter dated XX/XX/XXXX that contained their privacy agreement. On XX/XX/XXXX I made a call regarding a delinquency letter dated XXXX spoke with a representative by the name of XXXX who was located in the Arizona office XXXX After this call I started taking notes of my phone calls. During this conversation I requested a new Dedicated Loan Specialist. I did this because no matter when I called, his voicemail would either tell me his message box was full or instruct me on how to leave a message that was supposed to be returned within 48 hours. I left messages but never received a call back. 
After XXXX put in the request for a new Dedicated Loan Specialist I requested information about the modification. During that call she told me the modification papers had been mailed out. She could not access the loss mitigation department system so she could not give me a date as to when they had been mailed out. She tried to connect me to the Loss Mitigation Department but the call was rerouted back to her. She put a call ticket in with the Loss Mitigation Department for me. They were supposed to call me back within 48 hours but I never heard back. XXXX did tell me that they had set the return date for the modification package on XX/XX/XXXX. She said I had plenty of time to sign it and return it. 
I was told in either this call on XX/XX/XXXX or the next phone call I had with Mr. Cooper, on XX/XX/XXXX that they could not take my XXXX payment. They did suggest that I put the money separate so that I could pay it once they could take my payments. I did take this advice and set the mortgage money for XXXX into a separate savings account. 
On XX/XX/XXXX I still had not received any modification paperwork. I once again called Mr. Cooper for an update, and to see if I could get the modification package emailed to me. I thought if I could get the modification papers emailed to me I could get them printed out and have them notarized and sent back. I spoke with a Customer Service Assistant by the name of XXXX. I asked her if she could email me the modification papers, she told me that she could not see my modification paperwork in her computer system so she could not email them to me. She told me that the Loss Mitigation Department had stopped taking calls because they were so far behind on their work and returning the messages they already had. She did not put in a new call ticket to loss mitigation because she could see that my last request for a return call ticket was still open. I still have not received a return phone call. 
On XX/XX/XXXX we still had not received a phone call or any modification paperwork. I became stressed as we had a month to receive the paperwork, notarize it, and return it. I was finally connected with a Loss Mitigation Specialist. She told me that my modification had never been submitted. She wanted to know if I could pay XXXX and XXXX payment. I told her that I could. She had to get a Supervisor approval and processed my payment of {$1900.00} for XXXX and XXXX. Confirmation number on the payment was # XXXX. 
After the payment went through she submitted my modification request into her computer system. She told me it would take 30 to 45 days to receive the modification package. I told her I needed to return the paperwork by XX/XX/XXXX. She told me that it would be ok. As long as I continued making my monthly payments I would not lose my house. 
I received a letter dating XX/XX/XXXX. It told me that my home loan was overdo and suggested we may find relief from the XXXX program. We do not qualify for that program. I set it aside. 
Per my previous conversation of XX/XX/XXXX I thought we were ok with our modification status and payment status. 
On XX/XX/XXXX I received a letter that was dated XX/XX/XXXX. This letter stated that I had previously been offered a permanent Loan Modification. They letter stated they were withdrawing the agreement because they did not receive the completed paperwork within the allotted amount of time. They also notified us our loan may be in default. I immediately called and was put on hold for several minutes. I then spoke with the Customer Service Associate who put me on hold to wait for the Loss Mitigation Department. A few minutes later the Customer Service Representative came back on the line to see if I was still waiting. I told her I was and she put me back through to Loss Mitigation which put me back on hold. After about twenty minutes of being on the phone waiting for Loss Mitigation I was disconnected. I was furious and my husband told me to take a step back and call them in the morning after I calmed down. 
On XX/XX/XXXX I called back. I did get to speak to a Loss Mitigation Specialist. He asked if I could pay the XXXX payment. I told him I could and I made the XXXX payment of {$960.00}. I then explained the letter I had received saying they were revoking our modification. The gentleman looked into our modification. He told me that my loan modification was still in the system. He also reiterated that as long as I was making my monthly payments I did not have to worry about losing my house. I asked him if I should disregard the notice, and he replied that I should. 
On last Friday I received a letter through registered mail. The letter is dated XX/XX/XXXX. The letter stated that our loan was past due for the XX/XX/XXXX payment and is due for all payments from and including that date. The failure to make these payments is a default under the terms and condition s of the mortgage loan. The letter stated that we were in default for the full modification amount of {$16000.00} in addition to any other amounts that become due from the date of this letter through the date you pay. The letter stated this full {$16000.00} be paid by XX/XX/XXXX. Failure to pay the {$16000.00} by XX/XX/XXXX XXXX result in acceleration of the sums secured by the XXXX XXXX, foreclosure proceedings and sale of the property. 
I have not called them because I can not trust what I am told. I feel like they lied to me in order to keep getting new payments while stringing me along with my loan modification. By doing this it takes my mortgage out of the Covid-19 modification protection. This puts my loan in default allowing them to pursue foreclosure. This would allow them to sell my house while the housing prices remain higher than normal and there is a shortage of housing in the market. 

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Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation