Consumer complaint received 2023-08-16
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX - My company sent all workers home for stay-at-home orders. During this time, company was willing to paying a reduce wage per week during the lockdown. As my family of XXXX was stuck at home, food and day-to-day expenses XXXX. XXXX month was difficult to pay mortgage along with other house bills. Current mortgage company offered a forbearance for covid. 
Within the next XXXX months, my loan was sold to another company then back to XXXX ( which is serviced by Mr. Cooper ). In this time, we did not know WHOM to make a payment to as each time I was told XXXX, it was sold then I was told to wait another month to start with payments. 
When our household finance become more stable, I try to contact XXXX to start the process of getting off forbearance. I was advised to wait a little longer by a couple of different agents. After another month or so, I started to submit paperwork to start back up my payments. I would return to the office and a couple of months later, I was offer a promotion with higher pay in XX/XX/XXXX. 
Between XX/XX/XXXX to today, I have been through lost migration, loan modification & state help to get back to paying my regular monthly mortgage payment. Ohio has a program that will pay {$25000.00} in back payments to a mortgage company for people affected by XXXX ( No amount higher ). With HUD help, I applied and was approved when my past due was around $ XXXX. When the state went to confirm this, XXXX ( XXXX XXXX ) stated the amount was OVER the $ XXXX mark. Thus, state could not pay it because of this overage. I made around {$4000.00} in payments to the mortgage company in order for the past due to be under. ( XX/XX/XXXX ) After about another 4 months with help local HUD office, we could not bring the past due under the $ XXXX mark. This went into loan modification / loss migration office of XXXX. With continue help from local HUD office, we submitted documentation multiple times with XXXX. We would get confirmation in 24 hours ; but then the package would be lost in their system when we called back to check on the progress. When a package of information was sent, I was instructed to wait for about a week to check in. This went on for about 4 months. Latest update in XXXX, no documentation was logged. My housing agent and I re-submitted this package at least 7 times in the past few months. 
Finally beginning XX/XX/XXXX, I was escalated to their management team in Loss Prevention, where as I spoke with a XXXX XXXX ( XXXX XXXX ). She then went thru the whole process again with me in an hour, told me I qualified for a Veterans XXXX program that would allow me to get on a 3 month trial period ; where as I would make a slightly increased monthly payment for 3 months then back to making my monthly payments starting in XXXX. She instructed me to wait a month and a packet of information will be mailed to my house. It never arrived. She gave me a direct dial number to call, but I kept getting voice mail. 
This past XXXX weeks, I received a demand letter from XXXX. When I finally got to an agent, I was told that my loan modification was deny ( No notice was sent to me ) back in XXXX. They threaten to Foreclose on me starting in XX/XX/XXXX. 
My HUD office, VA & myself are looking for options. I can easily pay my monthly mortgage now but not with 3 years past due amount of $ XXXX. 
I have documented as much as I can.

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