Consumer complaint received 2022-12-01
Company: Mr. Cooper Group Inc.
State: MT
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
During XXXX the mortgage for our home at : XXXX XXXX XXXX XXXX, XXXX, MT XXXX was approved to be in the pandemic forbearance plan for several months. After approximately 6 months of the program, we were confused and not understanding the loss mitigation options available ( as documents were lost in the mail that were sent to us ), so in XX/XX/XXXX we re-instated all past due payments and brought our loan current. In XX/XX/XXXX ( the mortgage loan holder 's wife/spouse, XXXX XXXX XXXX XXXX was diagnosed with XXXX XXXX XXXX XXXX  and many major medical expenses were accrued. We continued making normal monthly payments XXXX through XX/XX/XXXX, until desiring to attempt the pandemic forbearance plan again in XXXX. We stayed in the pandemic forbearance plan from XXXX through another 3 months before being informed that we had met our maximum allowed months of the pandemic plan. This was confusing for us, since when we re-instated past due payments from the pandemic plan in XXXX we were under the impression that those months of payments wouldn't count towards the limit. 
Additionally, we were angry and shocked to learn the the normal payments we resumed XXXX through XXXX of XXXX were also considered used months towards the maximum 12 months allowed of the pandemic forbearance plan. 
In XXXX of XXXX we requested a refund of the 4 months of normal payments made ( XXXX through XXXX ), since it didn't make sense for us to make payments but also use up 4 months worth of pandemic forbearance assistance. ( Not financially logical or beneficial to us ). We were told that the 4 months could be refunded but the modification offer being presented at that time would be cancelled and the loan servicer would have to re-do one to adjust for the refunded payments ( we received approximately $ XXXX back in our payments ). The modification offer that was declined ( per the instructions of the loan servicer we spoke with ), would have included a partial VA claim ( in the form of a interest free loan ) would have helped incredibly with lowering our monthly payment and making our mortgage affordable. We only declined that modification offer due to the explanation of the loan servicer we spoke with based on her instruction to receive the refunded months of payments XXXX through XXXX, and that a new modification would be similar but simply re-calculated. 

To our horror, the new modification offered is nothing close to our normal monthly payment. When calling and asking why this XXXX modification offer is calculated so high we were told that the VA partial claim funds were no longer available. 

Had we known that the VA partial claim funds would not be offered in the 2nd modification offer, we would have never declined the XXXX offer ( in lieu of accepting a $ XXXX refund of payments for the months of XXXX through XX/XX/XXXX ). We feel that we have not been given all the pertinent information that was necessary to make informed decisions during the many steps of the pandemic forbearance relief/modification process. In addition, when asked to provide proof of XXXX 's XXXX XXXX, special applications for hardship consideration and medical statements, nothing has been communicated or explained as to why we're not being offered lower monthly payments or assistance for the major medical issues.

Company response to consumer: Closed with explanation