Consumer complaint received 2022-04-11
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
FOR DETAILED REFERENCE/TIMELINES : All 18 Phone Calls Are On 1 .pdf/ All Emails & Letters Are Each In .pdf 's. MY CASE : I was enrolled in the Covid Mortgage Forbearance Program. It ended, and on XX/XX/XXXX my loan modification trial period letter was generated. XX/XX/XXXX I called to ask if returning to my original loan was an option. I was told " Only if I could pay the {$54000.00} that had accumulated, OR you can Refinance ''. Neither was an option for me because I am unemployed. I said, " I Guess I Have To Take The Offer of {$2200.00} A Month ''. So, on XXXX I made my first payment. XX/XX/XXXX I called to make my next payment. I was told that " I REJECTED '' the XX/XX/XXXX offer because I wanted a different option. I argued that never happened nor could I reject it because I'm unemployed! I only called " Inquiring '' about my old loan because many months earlier I was told the " Accumulated Amount '' would be " Tact Onto The Loan '' OR - A " Balloon Payment '' at the end of my term ( about 19 years were remaining ). PLUS, you already accepted my first payment ''. FURTHERMORE - I never received any kind of " Offer Cancellation/Confirmation Letter '' and asked them to " PROVE I CANCELLED '' with a transcript or mp4 of my XX/XX/XXXX phone call. They Always open every phone call with a disclaimer that " Calls Are Recorded For Quality Assurance ''. The woman tells me she'll have a " Specialist '' contact me. Finally, on XX/XX/XXXX XXXX " A Specialist '' called. I Re-Explained Everything again and insisted on PROOF I cancelled. While " Investigating '' what happened, A " NEW Trial Offer '' arrives in the mail Mid-Late XXXX with a {$400.00} higher monthly payment! Now I'm getting more upset. I called her and emailed her multiple times looking for updates and WHY I received this letter as if it was " The First Trial Loan Modification EVER Offered ''. She Never Responded - XXXX! XXXX XXXX " Another Specialist Calls '' saying she has more experience. Same thing- Prove I cancelled the XXXX Trial Offer. If you can't, I should be allowed to continue with my trial payments. Throughout XXXX XXXX says she's still working on the original problem and what went wrong. I said that this is unexceptable and I deserve my original offer. XXXX XXXX says that in order to get the original {$2200.00} offer back, I may have to make XXXX payments all at once- I Said " NO PROBLEM ''! " I'll Give You My Checking Routing/Account Numbers Right Now And Pay {$8800.00} ''! She liked that, but didn't have the authority to do that. XX/XX/XXXX XXXX says it's being moved up to " Escalation ''. I'm still confused WHY I can't just have my original offer since Nobody is " Addressing '' my Request for PROOF that I " Rejected '' the XXXX offer!?!?. She finally admits that the person from XX/XX/XXXX didn't explain everything thoroughly and misinterpreted the basis of my inquiry as meaning I wanted to " Cancel/Reject '' the Trial Offer. I said : " Not The Case, And Not My Problem HE Screwed Up ''! PLUS, Accepting my payment of {$2200.00} is the same as " Entering Into A Contract ''. " OH, and Still no PROOF That I Cancelled The Offer ''. " Nor Was I Notified By Mail With A Confirmation Letter Of Cancellation ''. Then in XXXX I get a letter saying " I Didn't Comply With The Terms Of The Loan Modification Trial Period '' .... '' XXXX XXXX XXXX XXXX XXXX I Said To Myself?!?!? ( They were referring to the XXXX Trial Offer ) OH, And how come I never receive any kind of a similar letter related to the XXXX Case. Now on XX/XX/XXXX I speak with XXXX - Another " Specialist ''. He seemed eager to help. Finally, on XXXX XXXX calls to inform me that a THIRD Offer has just come through and it's {$2500.00} a month. I am out of my mind! Nobody can prove I cancelled the original offer and EVERYBODY from the Very Beginning on XX/XX/XXXX when I went to make my 2nd payment is avoiding the issue/request of getting my a copy of the phone call from XX/XX/XXXX. By the end of the call, XXXX tells me that he's going to " Dig Into That Phone Call '' ( FINALLY Someone At Least Says That ). XXXX XXXX calls to review the latest offer and I told her that XXXX is digging into the XXXX phone call in order to " Clear This Mess Up ''. XXXX said, " XXXX, That XXXX Offer of {$2200.00} Is Long Gone And Never Coming Back ''. I said : " Let Me Get This Straight - YOUR Company Representative Screwed Up In XXXX, And Now I'M The One That Has To EAT IT and pay {$300.00} MORE Each Month ''! That Is NOT The Way The World Works! It Was YOUR Mistake- YOU EAT IT! That's when I told her that I would be contact CFPB. On Friday the XXXX last week I spoke with a Wonderful woman from your company and she was very helpful and informative. Probably why I'm SO Detailed with this letter and attachments. I also notice that New York ranks about XXXX in XXXX XXXX out of all the states for having one of the highest number of complaints regarding Mortgages with Mr. Cooper / Nationstar Mortgage.

Company response to consumer: Closed with explanation