Consumer complaint received 2021-10-27
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
When covid came my hours were cut. I had heard from Mr. Cooper who holds my mortgage that there was help with the mortgage and that it could be put into forbearance. I called and inquired about it in XXXX of XXXX. I have never needed help before so I was not only scared to get help but wanted to know what would happen when I could start making my mortgage payments again. My husband and I met late so I own the home. He is not on the mortgage. I was told that I should not worry and that there were many options. I told her that I could not afford to make a lump sum payment as I live paycheck to paycheck and she ASSURED me many times that I would be ok as there are many options. So I did it. I started with 3 months and renewed every 3 months. The last payment on my mortgage was in XXXX of XXXX so starting in XXXX, I was on the forbearance plan. I was ready to come off of the plan after 3 times of 3 months. Just as I was ready, my husband fell and needed an emergency XXXX XXXX so I signed on for another 3 months. After that, I called in XXXX and said I was ready to make my payments again. I was told I had to call back. Not sure why but I called the next month. Somehow, during that time, they must have tried to do a modification so when I called back in XXXX they told me I was denied the modification because they could not lower my mortgage even by 1 XXXX and that I would have to come up with {$9000.00} if I wanted to keep my house. I was not trying to lower my payments. I broke down on the phone explaining that I could not do that and told them that right from the beginning and I was told this would not happen. They put me through to someone higher and apparently they started another modification that quickly got cancelled some 2 days later. Then another was started. In the meantime I needed some help because I did not know what to do so I contacted a place called XXXX and spoke with someone named XXXX who helped me with paperwork and the like. For months, they would request different items like my husbands pay. I sent that information over and over and over and over. They asked how much of my husbands pay went to the household which was 100 %. Apparently there was a form they needed from him but never sent a form so XXXX went and found it. I sent every bit of information they requested which was my life basically and I sent my husbands info so many times I can not count. This modification was also rejected. I found that out because I called them. On XX/XX/XXXX, in speaking with XXXX from Mr. Cooper, who informed me that I was again denied he said that I qualified for the deferment program and wondered why this was not given to me as an option. He said they should have asked me that first. This was the first time I was hearing of a deferment program which takes my past due amount and puts it at the end of the loan and then I just start my mortgage payments again which is all I have been trying to do since XXXX. The only requirement is that my mortgage was current which is always was. I was never late. I just needed a bit of time because of covid. He then spoke with his supervisor and he also said I was a caindiate and said that the approval odds were pretty good. I also called XXXX XXXX and was told the same thing. That I met the requirements. I am still baffled as to why no one said anything or did this before. I received 5 pieces of mail from them yesterday. 2 certified mail. 4 of the pieces of mail were all the same. The other was a statement telling me I now owed {$17000.00} due XX/XX/XXXX. I called them back again yesterday and they said that they hadn't opened the deferment yet but I could call back on Friday. I am scared to death and haven't slept in months so I reached out to a place called XXXX XXXX who helps with things like this. A nice man named XXXX phoned Mr. Cooper with me on the line yesterday XX/XX/XXXX and and a very not nice lady from Mr. Cooper whos name I forgot said some very interesting things. She said that I filled out a questionaire which I do not ever remember filling out and that supposedly they said I was not qualified for the deferred payment. The only paperwork I filled out was for the modification and that was after they already denied me. Never heard a word about a deferment or that I did not qualify. Matter of fact, I did not know about a deferment that I can remember until XXXX. and according to XXXX and his supervisor, I should be qualified because I was not late on my mortgage prior to being on the forbearance. She also said that income did not matter with the modification because if they could not lower the payment at least XXXX cent then I would not qualify. Why then did they ever reopen a modification. It certainly would not be any better the second or XXXX time or however many times they have tried as now I am all of that money behind and it would make it worse. Why did I jump through hoops and why did they need my husbands income and all of his information if it just didn't matter. The only thing it did was get my hopes up of being able to keep my home as I thought they were helping but did nothing. Myself and XXXX were the ones that made all of the contact to Mr. Cooper to find out any information. I would just get letter after letter saying that they needed the same thing that had to do with my husbands income. At this point they have more information than anyone should need. If I had not been encouraged by them to do the forbearance and that everything would be ok, I would have found a way even if I had to take a loan to pay my mortgage. I will admit I was not knowledgeable about it and had to depend on them to tell me it would be ok but had they not have kept telling me I was fine, I would have NEVER done it. Of course because now I am in danger of losing my home. When I first got my Mortgage it was with XXXX bank. I did a loan modification with them to lower my interest rate and it took exactly 2 days. I guess I should have know. I believe that something underhanded is going on here. Why in good heavens name are they trying to take my home when I have been trying to pay since XXXX. Now I am hearing things like short sale and my home is all I have. I have worked since I was XXXX XXXX XXXX and never asked for any help or have never been on public assistance or anything until I reached out to Mr. Cooper and was encouraged by them to do so and was assured I would not lose my home and that I had all of these options. I have been at my job for 30 years and am a responsible person. I do not understand why they are trying to take my home when I have been trying to pay my mortgage again since XXXX when they told me to call back in XXXX. Something is terribly wrong and now I have been told to call back Friday to hear my fate. I am not sure what you folks do and was told by the nice man at greenpath to reach out to you. I am getting letters from Mr. Cooper saying I should take the paperwork to my attorney if I have one which I guess I may need one. I just don't know what to do but I can't imagine this is ok. I did not ask for covid. I just asked for help to get through it and took it from the very same person who is now trying to take my home from me. I was never late with my mortgage. Because of this, I also looked up Mr. Coopers ratings and they are deplorable. It seems many others are having trouble with them and are in fear of losing their home. Something is just not right. Thank you for taking your time to read this. I hope you will be able to help me. I feel my time is running out. I would be grateful for any help I can get. Thank you again. Sincerely XXXX

Company response to consumer: Closed with explanation