Consumer complaint received 2021-03-07
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
After the Covid19 pandemic relief My loan was approved for modification on XX/XX/2021. According to the disclaimer online a lost mitigation specialist will contact me between 10 to 14 business days. No one has contacted me to inform me of the status of the modification. I went online again to reapply because I had absolutely no inclanation of what was going on and still had no response from my assigned loan specialist. I hadnt received any correspondence from Mr. Cooper Mortgage company with any terms and conditions of my loan modification to sign. My loan specialist XXXX XXXX never made the effort to contact me by phone nor in writing to advise me that my modification was approved ; However Mr. XXXX did make effort to assure I received two denial letters informing me my modification was denied since I failed to make my first payment during pretrial. 

As a consumer, I entrusted the employees that The Cooper Mortgage company hired as representatives f to uphold his company mission statement by guiding me in the right path on the process of the loan modification with accuracy. I am sure the Cooper Mortgage company is not in the business of misleading his consumers. I have done my due diligence by applying for a loan modification after the pandemic which affected millions of Americans who have lost their primary source of income. Furthermore I lost my husband in the process of this pandemic. I have no intention of losing my home as well. That is the reason I applied for the modification not once but twice due and continuously contacting the modification department for updates. I understand that the loan specialist might be overwhelmed with Loan Modification application, However It cant be at the loss of my home because my specialist failed to inform me of the trial that I was placed on and the steps I need to take to prevent my modification being denied. Seems like none of the customer representative or loan specialists are on the same wavelength. I have been misguided, misinformed with incorrect information. The main reason I applied for the modification is to prevent my home going into foreclosure. I was waiting to sign documents that I never received. If I was made aware I am on pre trial, I would make the first payment to remain on the pre trial and to prevent this unforeseen errors I was trying to prevent at first. 

Again, on XX/XX/2021, I received a letter stating that they have all the documentation they needed and I didn't need to do anything else. I was in an evaluation process and once they have concluded their evaluation they will notify me in writing. 
On XX/XX/2021 I called customer service to check the status of my loan modification, and spoke with XXXX, she advised me that they have not even reviewed my loan modification request and she can help me resubmit my loan modification request to my surprise! The rep proceeded to cancel the approved loan modification, and asked me a series of questions and advised me that she was going to mail out the modification packet to my home and etc. I asked her should I make my XXXX payment at least, because I didnt want any unforeseen problems. she said no, because you would have to make the full payment of XXXX upfront to bring your loan current. Of course I panicked and entrusted her that she was advising me with the correct information and what was in my best interest. Apparently XXXX canceled my approved loan modification, which She failed to inform me that I am currently on a modification plan trial. 


I have resubmitted a loan modification application to fix the errors from the last loan modification. The system is asking to submit documents. I spoke to a loss mitigation escalation specialist by the name XXXX XXXX advise me that I would not have to submit any documents due to the pandemic. needed to process the modification. Now the system is asking for XXXX, XXXX and proof of income. 

Kind Regards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX LOAN NUMBER -- XXXX

Company response to consumer: Closed with explanation