Consumer complaint received 2022-02-24
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am tired of the run around from XXXX XXXX in trying to come out of forbearance ( via the XXXX XXXX ) which has been ongoing now for the last XXXX months. Where to begin? I was told up front I'd be able to enter a deferral plan upon exiting forbearance only to be told other-wise. I then subsequently wasted MONTHS on XXXX loan modification requests which were both denied. Now there has been mis-representation on who actually owns my Note which has led me to believe there are greater mechanisms occurring in an attempt to foreclose on my home. Per the attachment, after asking several times, XXXX XXXX informed me that XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) holds my mortgage Note. However, I spoke to XXXX XXXX on XX/XX/XXXX and they told me that they DO NOT OWN MY MORTGAGE NOTE AND HAVENT SINCE XX/XX/XXXX. You can call XXXX ; ( then select Option # XXXX ) to verify this information. This therefore begs the question : Why would XXXX XXXX send me a letter fraudulently stating otherwise? ( again, defer to attached ) Now I most recently received a letter stating that XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Series XXXX owns my Note. Yet its the exact same contact information per the XXXX XXXX XXXX XXXX. WHY CAN I NOT OBTAIN THEIR DIRECT PHONE NUMBER ASIDE FORM A FAKE, GENERIC MAILING ADDRESS? 
XXXX XXXX NEEDS TO ADVISE ME WHO OWNS MY LOAN NOTE IMMEDIATELY ALONG WITH THEIR PHONE CONTACT INFORMATION OR I WILL HAVE NO CHOICE BUT TO PURUSE LEGAL ACTION ON THIS MATTER DUE TO THE FOLLOWING REASONS : 1 ) Mis-representing the owner of my Note ( for YEARS ) as being XXXX XXXX . 2 ) Not allowing me a deferral option post-forbearance after being told otherwise up front. All XXXXm repeatedly told is Deferral is not allowed. '' SAYS WHO???? I would like to hear it directly from this mysterious owner and/or investor of my Note.

3 ) Not allowing me to take a loan modification either : I was asked UP FRONT if Id accept a higher payment for the 2nd loan modification request. After saying Yes and then waiting for XXXX months, I was told my loan modification request was denied because the payment couldnt be LOWERED. Really?? Why ask me then if Im ok with a higher payment up front if it was already known raising the payment wasnt even an option for a loan modification? I was never advised by any of the many representatives I spoke to for either of my loan modification requests, that approval was based on the presumption of a lower monthly payment.

4 ) The imposter investor named XXXX? Last time I called, I was told by the representative XXXX was the investor holding my Note whom allegedly does not allow deferral options. Interestingly, I can not find any company by that name. I AM TIRED OF THE LIES, MIS-INFORMATION AND RUN AROUND. I AM READY AND ABLE TO RESUME MY MORTGAGE PAYMENTS BUT XXXX XXXX HAS MADE IT IMPOSSIBLE IN MY MANY ATTEMPTS TO DO SO AFTER MIS-LEADING ME UP FRONT. I feel that at this point, due to all of the mis-information, confusion and their unwillingness to offer any assistance except to tell me verbatim " Sell your house '' or " Get a 2nd job '' that I have no recourse but to pursue legal remediation. I am beyond exasparated at this point as to how things have gone thus far and hence, the reason I am filing this complaint. 

FEEDBACK FOR RESOLUTION 1 ) What is the phone number for this entity? Again, I called XXXX XXXX and I sure couldnt speak to anyone from this entity. 

XXXX XXXX XXXX XXXX XXXX, as XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Series XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX '' XXXX ) Why am I unable to contact the investor / owner of my Note directly? 

3 ) Why did XXXX XXXX ignore my original question of why does a loan modification presume a lower payment amount? When in fact, they asked me up front prior to my 2nd loan modification request if I would be ok with a higher payment? Again -- can I request a loan modification even if it's for a reasonably higher amount? 

4 ) Lastly, I still do not have a clear answer or proof that the investor or owner of my Note does NOT allow the deferral of my forbearance amount ... which essentially doubled because I had to wait another 7 months for them to tell me it was declined and during said period they told me not to make any payments. If I knew who my actual investor was, I could contact them directly to confirm this information.

Company response to consumer: Closed with explanation