Consumer complaint received 2019-01-08
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
A request was made for a modification of my mortgage from a natural disaster XX/XX/XXXX which a letter was sent stating that it was denied due to failure to supply the necessary documentation XX/XX/XXXX. I submitted a hardship application XX/XX/XXXX due to my employer shutting down resulting in changes of income and my wife becoming ill, at that time Nationstar elect to revert the hardship application back to the natural disaster application. All necessary paperwork was provided by XX/XX/XXXX however they stated they did not receive XX/XX/XXXX I have documentation showing that I complied with every request prior to that date.. 90 days of pay from my previous employment which ended XX/XX/XXXX and paystubs from my employer at the time which gave an excus they couldnt read. Nationstar acknowledges receipt of all documentation as XX/XX/XXXX, I called every month during the process for updates concernEd becuase my payments where getting further in arrears. Not being notified that I could have been making payments during this process I scheduled a payment for XX/XX/XXXX which they never processed so I contacted Nationstar to find out why it wasnt processed there was no record according to the CSR but she saw notes, at that time I scheduled another payment in the amount of {$1300.00} which was deducted from my account on XX/XX/XXXX there after payments were made every 2 weeks through XX/XX/XXXX amounting to {$7700.00} which brought the account to XXXX payment being due, the mortgage was delinquent from XXXX to XXXX {$6300.00} at that time which they never applied to my account despite no notices of delinquency due to the loss mitigation process. According to their records which do not correlate with documentation received during the process they notified XX/XX/XXXX that the modification was denied I contacted them the day I received the letter they communicating my the unfairness of their decision for the modification when asked what wer my options which were never given in writing I was told my only option was liquidation of the home no other options were available. This devastated me and I asked hat about my payments which wasnt posted to my account until this conversation. It wasnt until tha date of this complaint I learned that I should have been offered an appeal. At the time I stated my concerned of their decision via telephone despite not knowing the proper terminology the appeal process should have began and it wasnt. 

I made payments from XX/XX/XXXX to XX/XX/XXXX totaling {$7200.00} which did not apply to my account until XX/XX/XXXX ( please see the attached transaction from my bank ), which brought my mortgage current to XXXX ( I wasnt notified until XXXX according to them of the denial of the modification ) XX/XX/XXXX, XXXX mortgage was paid XX/XX/XXXX, XXXX mortgage was paid at that time the reported that the mortgage was 60 days behind to the credit bureau. At this time I became livid despite their every failed attempt to foreclose on our home they retaliated by harming my credit. I have contacted them and given them every opportunity to correct this situation to no avail resulting in the filing of this complaint. 

The have violated several section of the CFR section 1024 they have removed correspondences they have failed notify me of any late payments after the modification denial they failed to process my appeal they failed with assistance in keeping my home down to the notification of the mortgage insurance after the imitation 3 years on our FHA mortgage, no that we are within the 80 % threshold they report of late payment. There is no record of me even applying for assistance on my account when I login in fact I states application is unavailable. They do not even show they denial letter for the modification which I requested all records to make sure they correspond with my records from XX/XX/XXXX until present which they failed to do. 

Nationstar actions are displaying predatory lending practices and in no way assisting FHA borrowers in keeping their homes in fact they are trying force them into foreclosure. I am sure I am not the first and fearful of the number of people who have lost their homes due to circumstances beyond their control and being unaware of their rights. I am enclosing my bank transactions mortgage statements and all correspondences according to them from XX/XX/XXXX which are much different from my records. 

Vilotion of CFR 1924 subsection 3 loss mitigation process Hardship assistance Disaster assistance Appeal process Credit reporting Processing of payments Notification process

Company response to consumer: Closed with explanation