Consumer complaint received 2023-06-23
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, my mortgage was transferred from XXXX XXXX XXXX to Right Path Loan Servicing, and I have had nothing but issues. My mortgage was in forbearance due to XXXX. In XX/XX/XXXX after the forbearance ended, I entered a modification agreement with XXXX XXXX XXXX to make 3 trial monthly payments of {$640.00}. Once the trial was completed, my new monthly payment was supposed to be adjusted to {$640.00} and the past balance of {$19000.00} was to be deferred to the end of the loan with a new loan maturity date of XXXX/XXXX/XXXX. All payments were made on time, the final signed agreement was mailed to XXXX XXXX XXXX in XX/XX/XXXX. However, my loan was transferred to Right Path Loan Servicing before the changes were completed. I have contacted Right Path Loan Servicing and the acknowledge that the records show that the payments were made. They asked if I could submit a copy of the agreement which I did, however they did not have a copy of the final signed agreement and it was needed to process the load modification. They asked if I could provide a copy of that as well. I explained to them that it was mailed to XXXX XXXX XXXX therefore I was unable to send it to them. I was told because they dont have a record of it they were unable to honor the terms of the agreement. I asked if another final agreement could be mailed, and I would sign it and send it back but I was told that wasnt possible. If I was unable to show that I submitted it they were unable to honor it. I expressed to them that I felt that was unfair that my loan was transfer and my documents were assumingly misplaced and I am being held responsible for it. I was told it w would be researched. On XX/XX/XXXX, I spoke to a representative that indicated that just because I have a trial modification doesn't mean the terms would continue. The statement is incorrect. I discussed the modification in great detail with XXXX XXXX XXXX. The 1st page of the attached modification confirms our agreement. At the bottom of the page, it states : " if you follow the terms of the trial payment plan, your mortgage will be permanently modified. '' I was also told by that representative that the issue would be escalated. I have yet to receive a response. On XX/XX/XXXX, I spoke with a manager that stated I didn't meet the terms of the agreement because the payments had a shortage. When I asked how much were the payments received he stated {$640.00} ( which is clearly the amount listed in the agreement ). He then stated that you all needed a signed copy of the agreement. The signed copy was returned to XXXX XXXX XXXX as per their instructions. I provided Right Path Loan Servicing a highlighted document that showed that I was instructed to return the signed copy to them and I would receive a signed copy back ; however in the midst of this, my loan was transferred to your company. 

This brings me to my 2nd issue. On XX/XX/XXXX, Right Path Servicing received a payment of {$20000.00} that was inappropriately applied to my account. My portal showed that the payment was applied towards the past due balance which as discussed above should have been deferred to the end of the loan. My trial payment plan was completed XX/XX/XXXX, therefore the modified terms were due to begin XX/XX/XXXX. The company failed to make the adjustments which caused my account to continue to reflect a past due balance which was incorrect in accordance with the new terms. My account also continued to reflect my monthly payment as {$780.00} therefore each of my monthly payments are being applied incorrectly. 

After months of going back and forward with Right path Servicing and getting no where I decided just to apply for a mortification with them. On XX/XX/XXXX, I applied for the loan modification, and I uploaded all required documents. On XX/XX/XXXX, I contacted them to verify the status of the modification. I was told that everything was received, and it was being proceed. I never heard anything. On XX/XX/XXXX, I sent a message through the customer portal asking for the status. I received a generic email that stated that it was still be process and I was provided with my case manager name and contact information. I attempted to call the number provided but I was routed to the main line. I spoke to a representative that stated that a document was missing. I was asked what was missing and I was told since the application was done in XXXX and it was now XXXX I will have to do the process all over again. I asked why I wasnt ever notified, and I didnt get a clear answer. On XX/XX/XXXX, I resubmitted all the documents. On XX/XX/XXXX, I contacted them to check the status I was told everything was submitted and it takes XXXX to process. I explained it has been over 30 days and I was told to call back in a few weeks. I called back on XX/XX/XXXX, I was told the same thing. I explained that I have been dealing with this issue for a year and I needed it resolved. I was told it would be escalated. Later that day I received a letter that indicates that my loan will be changing from Right Path Servicing to XXXX XXXX as of XX/XX/XXXX. 

It appears that Right Path Servicing is avoiding granting my loan modification so they can collect more money which is unfair to me a consumer. The CARES act allowed consumers to enter a forbearance due to financial difficulties and there were payment options available after the forbearance has ended. Right Path is avoiding complying with the Act but claiming a form was not receiving and referring to assist tor rectify the issues, by not process loan modification request and now transferring my loan to another carrier.

Company response to consumer: Closed with explanation