Consumer complaint received 2019-03-28
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX, Hurricane Irma hit Florida. Living in XXXX Florida, XXXX XXXX County, we had very little damage to our home, however, a small tornado had hit next door, and a dozen or more trees were down, all along our fence line. We called our mortgage company, Mr Cooper, formerly known as Nationstar Mortgage, and they told us about the disaster deferment. We requested it, and were told, we had it. That was in XXXX of XXXX. In XXXX, we received a normal bill and called Mr Cooper, we were told to ignore that billing. We were told it was a simple matter of their computers being behind. Data entry still catching up. The same was told to us when we called about a 'late ' billing in XXXX. In XXXX, they told us that they were sending us an application for a mortgage modification. We argued that we do not need such a thing, as we haven't had a problem paying our $ XXXX/ month payment. We were actually seeing a drop in the mortgage principle balance of close to $ XXXX/month. ( I have our payment history, pay off statements, and the modification offer ready to submit. ) Mr Cooper representatives explained that this was simply a procedure that they must follow. When we insisted on further explanation, we were advised that if we do not apply for this modification, they would revoke the disaster deferment and we would be 3months late. at which time, they could foreclose. We filled out their application. it would take nearly two years for them to send us their modification offer. During which time I have learned that they are not reporting anything at all to the credit bureau. In fact, the last thing reported at all was Nationstar, it looks like we paid our home off. Asking them to simply refinance the home is met with the explanation that they do not even finance our type of home to begin with. A XXXX permanently affixed manufactured home. They only obtained us through a book of business purchase from XXXX XXXX XXXX. This is generally followed by a further explanation that even if they could, as we are three months behind, they wont. In our payment history, it is clear that we have made all payments on time, other than three months, during what was supposed to be, the deferment period. It is also clear that all payments were resumed in XXXX of XXXX, and none have been late, since that time. In XXXX of XXXX, we requested a pay off statement, and listed our home for sale, as that seems the only way to get away from this company. We learned that most lenders will not work with us as we are in this forced Modification Process. If we chose to accept their modification, that in it self does further damage, and no one will work with us for a minimum of 1-2 years. Their modification offer arrived with the following details ... a reduction of interest rate from 9 % to 4.5 %. An increase of escrow from {$88.00} to over a hundred. The final payment to decrease from {$560.00} ti {$550.00}. Im of the opinion that this is not a modification at all, but a means to steal our money as they have done for the past two years. Not only are they not post our payments, but there has been no further portion posted to the principle balance since this began. I am relisting my home, as I type. It seems the only way I can find relief from a corrupt, predatory lender. As I have been at this for some time, I have discovered that this company is becoming well known as a company to 'save home owners from '. Realestate Agencies, working to assist in helping people recover from foreclosures by this company, due to the same practice they are using on us. Lenders fighting to create new creative financing to help people in our situation to recover from the abuse and damage to credit that this company creates with these practices. I am one of the millions who was charged the {$15.00} fee for a home inspection that never occurred, during this fight. The company claims to inspect our home from a road that over 300yards from our home, wrapped in trees, not visible from the road. I am begging you. help us. My newly widowed mother is also mortgaged with this company, they have sent her an offer to reduse her interest rate. I am begging her NOT to even start that process as her home is even older than mine. And she will end up in this same situation, fighting to either keep that home, or in desperate need of a new one.

Company response to consumer: Closed with explanation