Consumer complaint received 2022-07-29
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I fell behind on my mortgage in the past. I ended up catching up and paying everything that was late. I was told that I had to go through a loan modification. It was explained that the Bank fies thru my reason why I was having trouble, and possibly lower my interest rate, modify how much I have to pay each month to make it more affordable. But that it will not change any other aspect of my loan. Basically they Look to see if I qualify for federal funded loan modifications that will help me and my family. I paid everything that was behind. Mr. Cooper would not allow me to make a partial mortgage payment. I would be about XXXX Dollars Short of a full payment and they would say Im sorry. We dont accept Partial payments. And Id tell them its only a few Dollars Short. I felt like they were doing their best to stop me from making payments on my house. I was told to apply for a loan modification. Was told that they look at all the info and will drop the interest rate, lower the payments. But they couldnt tell me until the loan specialist goes thru my application first. I was also told that this was the only way to save my home from being foreclosed on! 
I had no clue that they had changed anything on my loan at all bc the interest rate stayed the same. I made a payment that caught me up from 3 months behind. And for some reason I had to talk to Mr. Cooper some year or years later and discovered that they had added almost another 30 years to my loan!!!! I had a 30 year fixed rate at 6.5 %. When I found out that my loan was now at 59 years, I thought this is a mistake. I have to call mr Cooper and Talk to them and let them know that Id already been living in the house and had been for about Ten plus years. I expected about 20 years left on my loan. The lady i spoke to told me that my loan is a 59 years left!!! 
I was told explicitly that the terms of my loan would NOT CHANGE, EXCEPT TO MAYBE LOWER MY INTEREST TO HELP ME AFFORD MY PAYMENT!! 
Especially since I paid my loan to make it current! XXXX is what I was behind. And I paid that. They didnt do anything to help me lower any payment amounts!! I was told that I had to do this to save my house. Mr Cooper did absolutely nothing for me. I had no clue they had added decades to my mortgage. Bc I was told they do not touch that! That they are here to help people in financial distress Save their homes. Then said that there are federal laws they have to follow and they could not do anything like the Horror Stories I have brought up to them. They said the federal regulators watch the mortgage business too close to defraud people. 
Mr Cooper Took advantage of me for multiple reasons. I ) I was stressed out. 2 ) used there authority to commit fraud against me. 3 ) told me it would save me money. There were multiple lies! 
I Need help. I am a father of XXXX. I have worked very hard for a modest home. I literally paid what I was behind and brought the loan current on my own. They lied to me, tricked me, used me. 
Im going to Expose this corrupt XXXX on XXXX. I Need help to protect my family against this corruption!

Company response to consumer: Closed with explanation