Consumer complaint received 2022-09-29
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Our home is scheduled to be foreclosed on XX/XX/XXXX. In an effort to summarize, we were in a VA Loan pandemic forbearance with Nationstar, Mr. Cooper or Rightpath ( we dont know who is who & it doesnt seem they do either ). This is something we had to apply & qualify for at the time so I dont know how they can possibly claim we didnt qualify but that is what theyre now claiming. 
We started receiving calls & people coming to our home claiming it was in foreclosure but had not received anything from the above-referenced companies & therefore assumed it was yet another scam. We reached out to Mr. Cooper, who claimed they didnt have the loan & it was Rightpath who has it. We then reached out to Rightpath & they claimed we werent in a pandemic forbearance & were being foreclosed on. We asked why we didnt receive notice & requested copies of the same no less than 5 times but have yet to be given this information anything. We contacted the post office in an effort to track this information down & ultimately discovered its likely no notice was given. We were put in touch with a neighbor who has provided a statement advising mail was sent to them multiples times despite avid protest, returning said letters & even calling the company advising them to stop multiple times. As you can see in her statement, these same companies couldnt differentiate amongst themselves, gave runaround & continued to what she refers to as spam even more things. 
Despite all this, we reached out to Nationstar on XX/XX/XXXX & spoke with XXXX in an effort to resolve this. After nearly 2 hours on the phone with XXXX, we agreed to a disaster modification. We were advised the appropriate steps to remove this from the XX/XX/XXXX foreclosure auction would be taken. XXXX advised someone would be in touch Monday, XX/XX/XXXX, provided information for XXXX XXXX XXXX XXXX advising this is the firm handling our case & last advised us to call XXXX XXXX XXXX & let them know we agreed to a disaster modification with XXXX & request an extension of the foreclosure auction, all of which we did. XXXX at XXXX XXXX advised it would be no problem & said it would be removed as soon as she heard from the firm. We reached out to XXXX XXXX XXXX XXXX, advised of conversations with XXXX, XXXX XXXX XXXX & requested they confirm this had been removed from the XX/XX/XXXX auction. The representative we spoke with claimed theyve never heard of XXXX & didnt represent them. I then reached out to XXXX XXXX via email & eventually a XXXX XXXX XXXX responded. He claimed to not know anything about this & advised the foreclosure auction was still scheduled. We did not hear from XXXX Monday & as a result called to follow up Tuesday. We did not get a call back & followed up again Wednesday. After not hearing back a 2nd time, we called & spoke with someone named XXXX in the actual VA loan department. XXXX claimed there was nothing on the account about a disaster modification & it had not been removed. Eventually XXXX escalated this & we are now supposed to get a call back tomorrow, Friday, XX/XX/XXXX, however we are EXTREMELY worried considering this Auction is only a few days away. Weve spoken with this company several times & its like they forget every time we talk or dont document it, Im really not sure at this point. Ive attached several documents & screenshots showing the same but it does not appear I can attach the screen recordings or voice recordings weve taken. Please let me know where I can send these. As you can see we have several letters saying your forbearance is ending soon which makes no sense if we werent in one. In addition to this mess, my mother passed away & we are currently in CA for her funeral tomorrow. Please help ASAP! Thank you so much!

Company response to consumer: Closed with explanation