Consumer complaint received 2019-03-05
Company: Mr. Cooper Group Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX I contacted XXXX to inquire about a rate reduction on my mortgage. My payments on my {$410000.00} loan were CURRENT. My rate was 6.5 %. Previous inquiries I was told that I did not qualify for a modification unless I was delinquent or wanted to become delinquent ( NOT ACCEPTABLE TO ME ) and I did not qualify for a refinance because a second mortgage ( ( XXXX ) gave me negative equity. My house was worth XXXX. I was struggling. I was told that day that a new program would allow for me to get a modification WITHOUT being delinquent. I was elated. Filled out application. Wrote Hardship Letter making it clear I did not want to be made delinquent. Asked about payments during process ( XXXX and XXXX XXXXtold not to worry ). Approved and put on 4 month trial at 4.6 beginning XX/XX/XXXX auto debit. HOWEVER they were only capable due to XXXX Software Constraints of setting up for 3 months!!!! Didnt tell me. I didnt sign. When XX/XX/XXXX didnt auto debit I called in early XX/XX/XXXX, was told I blew it. No longer qualified! I didnt call to set up my 4th month!!! I got the State of MA Division of Banks involved. They resolved the issue but the last payment was taken XX/XX/XXXX. My modification documents were dated XX/XX/XXXX. Principal XXXX!!! Not my original XXXX! I was told that reflected all of the missing monthly payments including XXXX and XX/XX/XXXX, missing principal for remainder XXXX, and XXXX. And that my credit showed I was 5 months delinquent! The young lady on the phone told me I was fortunate that XXXX was offering me a modification and that I was in foreclosure and could have my house repossessed! I was absolutely dumbfounded! I wanted to speak to the underwriters, supervisors XXXX had requested before, but as always, no one is ever available which is why I got the state of MA involved. 
They told me that if I did not sign my rate which was a variable was going up in the next month, would make my payment so high I would not be able to pay the mortgage anyway since it would revert to a P & Ischedule. I questioned the fact that I was promised that I would not be made delinquent, that I could have remained current and she laughed. She said no one modifies unless they are delinquent!!!!! So I signed. My document was dated XX/XX/XXXX ; I sent it back and it did not arrive until late XXXX. The person set me up for auto debit beginning XX/XX/XXXX. GUESS WHAT. ON XX/XX/XXXX, I got a letter offering me MORTGAGE ASSISTANCE BECAUSE I WAS 2 months behind. I had missed my XX/XX/XXXX payment. I called a supervisor. She said even though the Rep made a mistake by setting me up for XX/XX/XXXX, it was my fault. 
I have spent the last 2 years trying to pay down the principal that I should not have accumulated, have tried to pull up a XXXX credit score, and I had to go on a payment plan immediately to make up that 1st missed payment because of an unscrupulous company!!! 
I have tried unsuccessfully to sell my house in Massachusetts. The market finally reached the point where I may break even, but that extra XXXX is a deal breaker and I can not stop thinking about how much of a negative affect XXXX had on my financial well-being. I was a XXXX  year VXXXX XXXX at XXXX XXXX  ( XXXX ) and I can not believe the treatment and still question the legality. I just finished getting my MA and XXXX XXXX XXXX where I studied illegal lending practices and how your agency can help. So I thought I would write!! 
Today, I called XXXX to order my file and guess what! My loan has been transferred to MR COOPER?? Doesnt sound too promising!!! Too bad they did send me the notification 15 days ago. 
If you can help me I would surely appreciate your help!!

Company response to consumer: Closed with explanation