Consumer complaint received 2021-12-06
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Starting in XX/XX/XXXX, we have continuously asked for help via a forbearance plan due to the fact that my husband was put on furlough from XX/XX/XXXX - XX/XX/XXXX at which time he was laid off. We continued to request the forbearance plan until we had exhausted our time limit, which was XX/XX/XXXX. During this extended period of time, I kept in touch with the company, Mr. Cooper ( which is a brand of NationStar Mortgage ) almost monthly, of which I have written documentation of each date and time I called. On XX/XX/XXXX I was told to call back after XX/XX/XXXX for loan modification or loan deferral program and that yes, the forbearance plan will expire on XX/XX/XXXX. I called back on Thursday XX/XX/XXXX. I asked many questions about the upcoming plan possibilities and was given a choice between the deferral plan and the loan modification. The loan deferral was explained to me as we would begin payments at our original monthly payment ( {$2600.00} ) and the balance of what we owed would be added to the end of the loan without additional interest being added to it and that payments would begin on XX/XX/XXXX. We could also increase our payments to get caught up on escrow within 6 months. The loan modification was explained as being a lower monthly payment ( {$1900.00} ) with the balance being put on the end of the loan and interest being charged on it. I chose the deferral plan and was thrilled it would not start until XXXX XXXX, XXXX. I was told we would be getting a statement in the mail. 
As XXXX progressed, nothing arrived in the mail but my husband kept getting emails and phone messages with very general messages that said to get in touch with Mr. Cooper. I assured him all was fine. Knowing the payment was due XXXX XXXX, XXXX and we had yet to receive anything in the mail I called Mr. Cooper on XX/XX/XXXX at XXXX. I waited on hold for XXXX minutes with no answer, so I hung up and told myself I would call tomorrow. I did indeed call the next day, XX/XX/XXXX at XXXX pm. I was informed the deferral plan was cancelled as the first payment was due the day before ( XXXX ) and that they would be proceeding with foreclosure and we could apply for a loan modification. I was completely taken aback and in total shock. I asked how we were supposed to know about that due date? I asked if we had anything sent to us via mail or email? I was told " no '' and that we had been sent emails to get in contact with them but those emails contained no details or sense of urgency whatsoever. I plead shamelessly for the deferral plan to be put back into place. 
XX/XX/XXXX a loan modification application was made while our plea for the deferral to be reinstated was declined. 
XX/XX/XXXX our loan was still in underwriting XXXX, XXXX, XXXX our loan was still in underwriting but looked as if just the fine details were being worked out and we were probably going to get it. 
XX/XX/XXXX we would be approved for the loan modification after a 3 month trial period to start XX/XX/XXXX and lasting until XX/XX/XXXX at which time our new loan terms/contract would be sent via XXXX 15 days after last payment. But with the terms of this loan modification we end up paying so much more and our principal went up {$51000.00}. 
So, our complaint revolves around the fact we were denied the deferral plan because we missed a payment ( by 1 day ) and the reason we missed the payment was because we were never made aware, in writing - mail or email- of the this due date or exact amount due.

Company response to consumer: Closed with explanation