Consumer complaint received 2022-09-20
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX my mortgage was transferred to XXXX XXXX XXXX XXXX XXXX On XX/XX/XXXX I had my XXXX XXXX bankruptcy dismissed and worked directly with XXXX XXXX XXXX to complete a modification. In XXXX when Mr Cooper/XXXX XXXX became the servicer of the loan they said the modification would transfer over and payments would continue. I paid my XX/XX/XXXX payment and then when I went to process another payment my account status was changed to modification in progress, I never filed for a modification with Mr Cooper/XXXXXXXX XXXX so I called and was told they were working to the modification from the previous servicer. Over the next month and a half ( from the beginning of XXXX XXXX XXXX XXXX ) I was told we are working on the modification and I was told I have confirmation from a supervisor the modification is approved just wait for the paperwork to be mailed, I was told no need to make a payment wait for modification docs because there could be a payment plan period. Well on XX/XX/XXXX my account updated to say I was behind in payments for XXXX, XXXX and XXXX and the modification was rejected. I was shocked and surprised as I had been assured over and over again the modification was approved and to wait to make a payment to see the trial payment plan. After speaking with a representative for over an hour I said Its fine I will make the payments and get caught up but can I lower my escrow payment as my escrow payment is higher than the principal and interest portion. I was then told I am represented by a lawyer and they can not help me. I said I am no longer represented by a lawyer as that was prior to you servicing my mortgage and the bankruptcy has been dismissed. After speaking to numerous representatives about my modification I am now being told they can not speak to me to help lower the escrow payment because I am represented by a lawyer. I was told to have the lawyer email XXXX with a letter saying they no longer represent me, this has been done more than once and they still are claiming I am represented by a lawyer and cant help me with my escrow. I called again yesterday XX/XX/XXXX spoke to a nice guy and he said they cant spread my escrow payment out over any additional months its currently spread over 8 months and I am asking for it to be spread out over 24 months. He put in a message to have my loan specialist call me back to speak with me further, XXXX XXXX has never called me back and there have been numerous messages left for her to speak with me starting back from the beginning of XXXX with the modification debacle. I was previous told they would spread out the negative escrow out up to 60 months, once the modification was rejected and I asked about the escrow being lowered they suddenly cant help and say I am represented by a lawyer. The lawyer has sent the requested email more than once ( I have proof because i was cc ; d on them ) and my escrow payment is {$1100.00} monthly and my principal/interest is {$1100.00} this is ridiculous honestly. I also have to worry about my credit because of this " modification '' they started and rejected which means i now I past due months. I didn't apply for a modification with Mr cooper/XXXX XXXXXXXX I was told the modification with XXXX XXXX XXXX would just transfer over.

Company response to consumer: Closed with explanation