Consumer complaint received 2021-09-24
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern, I am writing this complaint because my Loan servicer Mr. Cooper has put a Notice Of Trustees Sale date on my Single family resident, before the California Foreclosure Moratorium ends on XX/XX/XXXX. My home is scheduled to be sold at auction at the XXXX Courthouse on XX/XX/XXXX at XXXX XXXX. How can Mr. Cooper place a sale date during the Moratorium? Because I have XXXX XXXX, I had requested that my son XXXX be authorized to talk to Mr. Cooper on my behalf. XXXX Has kept in constant communication with Mr. Cooper. I have requested several loan modifications from Mr. Cooper website during my Forbearance period, but they have all been denied within days of applying. I was never given the opportunity to fill out a Mortgage Loan Modification Application with proof of my income. When I questioned this, Mr. Cooper 's customer service Agent response was, they have all the information that they need to evaluate my eligibility to see if I qualify for a loan modification. I remember thinking to myself, this is not fair, I haven't submitted any type of Loan Modification application, or any income, how can they decline my loan Modification without this vital information. The last loan modification that I applied for was on XX/XX/XXXX and was denied on XX/XX/XXXX. The denial letter that I received from Mr. Cooper shows ( Proprietary Modification - Declined ) ( Short Sale - Conditionally Approved ) Deed In Lieu - Conditionally Approved. ) The denial reason for the Loan Modification says, Insufficient monthly payment reduction, we are unable to offer you a modification because in performing our underwriting of potential modification we could not reduce your principal and interest payment. I was given different reasons verbally from Mr. Cooper 's customer service agents why my Loan Modification was declined. I've been told because, I modified my loan back in XXXX and can't modify it twice. I've also been told, they are not able to lower the interest rate any lower, Well my Interest rate just went up from 2.00 % to 3.00 % increase this XX/XX/XXXX. My son XXXX has asked Mr. Cooper customer service agents verbally, to please help us stay in our home. We have asked Mr. Cooper, can you please modify the payments that I am behind on by putting the missed payments on the back of the loan, or modify the loan to a 40 year loan, or lower the rate back to 2.00 %. I have even offered to pay {$20000.00} and leave 2 monthly mortgage payments in their escrow account, so I could be ahead of schedule on my monthly mortgage payments. Mr. Cooper could have worked with that and used all my other suggestions along with possibly adjusting my mortgage payments a little bit higher to make this Modify work. Mr. Coopers customer service agents said, the only way to keep my home is to Reinstate the loan, in a one lump payment of {$59000.00}. I am a XXXX XXXX XXXX woman that was impacted by Covid - 19, because of no fault of my own. My son and his three children have moved into my home, to assist me with the mortgage payments. We are about to become homeless with nowhere to move because there are not many places to rent in XXXX county that are affordable. When I went into Forbearance I was already behind on my mortgage payments and was told by Mr. Coopers customer service agent that when my Forbearance time ends, worse case scenario would be, the lender may require me to pay all missed mortgage payments prior to the pandemic upfront and they would move all forbearance missed payment to the back of my loan, but that did not happen. I did want to mention that XXXX XXXX is the investor for my mortgage loan. XXXX XXXX bought my mortgage loan from XXXX  XXXX XXXX back in XXXX for {$150000.00} when my mortgage balance was at {$570000.00}. I feel they want my house to foreclose, because they stand to profit huge. Please help me modify my mortgage loan, and stop the sale date on my home. 
Thank you, your help is greatly appreciated

Company response to consumer: Closed with explanation