Consumer complaint received 2019-10-22
Company: Mr. Cooper Group Inc.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
MR. COOPER DEED IN LIEU HISTORY XXXX XXXX XXXX XXXX XX/XX/XXXX Requesting assistance from CFPB to get an approved Deed-in-Lieu finalized with our mortgage lender, Mr. Cooper. The Deed-in-Lieu application was approved in XX/XX/XXXX but to date we are still awaiting final documentation that officially removes us from the property. Below is a timeline of events and copies of emails that show proof of approval and the lender in control of the property : XX/XX/XXXX XXXX XXXX lost of income due to company reduction in force causing a 70 % reduction in household income requiring major cuts in household expenses. 
XX/XX/XXXX Last compensation check from Employer compensation XX/XX/XXXX - Notified Mr. Cooper, mortgage lender that we could no longer afford to maintain monthly mortgage payments. Despite an 11-year perfect payment record, there was nothing they could do unless one of the responsible parties died or family forced to move due to job relocation, so instead we attempted to sale the property. 
- Placed house for short sale - Stopped paying mortgage - Started receiving full social Security benefits. Despite Social Security benefits, take home income reduced by ~70 % and the mortgage was our largest expense. 
XX/XX/XXXX No buyers for house. Discussed options with Lender to prevent foreclosure and upon their offer of a Deed-in-Lieu ; we accepted and applied. Deed-in-Lieu ( DIL ) application was accepted by Mr. Cooper and representative XXXX XXXX was assigned to the case. 
XX/XX/XXXX DIL approved and Mr. Cooper offered XXXX XXXX XXXX XXXX {$6000.00} to close the XXXX trust loan and they accepted. 
XX/XX/XXXX Payoff of XXXX  from funds by Mr. Cooper XX/XX/XXXX received email from Mr. Cooper on preparation of Surrender of Possession Agreement to finalize Deed-in-Lieu and to vacate the property by early XX/XX/XXXX. 
XX/XX/XXXX Email received from Mr. Cooper requesting status on our move date. Property vacated on XX/XX/XXXX Moved out as instructed. 
XX/XX/XXXX to XX/XX/XXXX The 2nd mortgage ( XXXX ) was paid and lien against property cleared, Received a 2nd notice from Mr. Cooper to vacate even though we moved as instructed in XX/XX/XXXX. 
Email received from Mr. Cooper that previous message was in error and to ignore. 
Received via USPS an appraisal with picture of vacant house from Mr. Cooper Per telephone call, we were told title company was not accepting the loan release from XXXX. Mr. Cooper forwarding case to a different title company. 

XX/XX/XXXX New appraisal request but we dont have access. Forwarded appraiser to Mr. XXXX. Mr. XXXX sent message this call was an error, and they have control of property XX/XX/XXXX Found a Keys for Cash agreement in our online account folder, but no notification it was there. Signed, notarized and returned, but to date no completion of Deed-in-Lieu XX/XX/XXXX - Last title company assigned found 20 & 30 year old liens, issued before property was built, they want proof cleared.  Although all companies listed were out of business, we forwarded to the Title Insurance company and put them in touch with Mr. Cooper representative. 

IT HAS BEEN OVER A YEAR, ONCE MR. COOPER APPROVED OUR DEED IN LIEU REQUEST. No reasonable explanation why we have not been removed from the title. We do not have access to the property, but held responsible for property upkeep by HOA and local authorities. Requesting assistance from the Consumer Financial Protection Board to get this mortgage action closed.

Company response to consumer: Closed with explanation