Consumer complaint received 2022-08-20
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello, I am again writing in to get assistance with an issue that I been having regarding a loan modification which I was approved for in XXXX of XXXX. 

My name is XXXX XXXX and I am currently a mortgage account holder with Mr. Cooper. I currently reside at the address that is associated with the loan at XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX. 

Up until XXXX of XXXX, my mortgage was owned by XXXX XXXX. At this time, I was nearing the end of my COVID forbearance plan with XXXX XXXX  and had accepted a loan modification offer presented to me from XXXX XXXX  ( acceptance letter is attached ). The terms of this modification are as follows : Interest rate of 3.25 % Principal and interest : {$1000.00} Escrow : {$370.00} Total monthly payment : {$1300.00} The issue arises when almost immediately after the date of this acceptance letter, XXXX XXXX  sold my loan to Mr. Cooper. 

I spoke to a representative on XX/XX/XXXX and that representative informed me that XXXX XXXX  never drafted, nor sent the required documents to me to sign, notarize, and send back to accept this offer and that representatives from the loan modification department would draft a new loan modification reflecting the terms previously accepted from XXXX XXXX. The good news is that I did receive that letter which was dated XX/XX/XXXX. The terms of which are listed in the letter that is attached. The terms listed are acceptable and I was happy to proceed. Like the letter states, I will need to accept a separate package that will instruct me on what to complete to accept the offer by the deadline ( which was not provided in the letter ). It has now been more than two months since the date of that acceptance letter, and I have yet to receive the package that was to be sent to me. I have reached out to Mr. Cooper inquiring about the status of what is going on and I am getting representatives who are still not willing to help or willing to escalate my problem. I have received multiple hand delivered notices stating that my forbearance has ended and claiming that I have not been making my payments ( which I have been ). I have paid the modified amount on time each month since XXXX ( as I was advised to do so by a Mr. Cooper representative ). 

I have emailed XXXX XXXX who was our primary loan representative at that time, as well as the modification department and still, no response. I am being caused serious stress over this situation. The constant stress over whether or not I will lose my home, even though I am paying my mortgage on time each month since my COVID forbearance ended and I have now been approved twice for my loan modification but I am not getting the opportunity to actually accept it, is undoubtedly causing undue stress mental anguish to me, and my family. I ask politely that this issue be fixed immediately, as I have already gone through enough in the past eight months due to the problems I have faced with Mr. Cooper and its representatives. 

I am reaching out as another attempt to have this issue escalated and resolved. I have entered in to a modification with my previous mortgage company at specified terms which must be honored. I am not at fault for the fact that XXXX XXXX  did not send the documents needed to finalize the agreement, nor am I at fault for the fact that XXXX XXXX sold my loan before finalizing my modification. This is now 8 months in the making that I have been going back and forth with Mr. Cooper. I need a solution to this issue now. I need to be expedited the documents in order to accept my modification and it needs to be back dated to XX/XX/XXXX.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation