Consumer complaint received 2020-10-20
Company: Mr. Cooper Group Inc.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have had nonstop issues with this mortgage company since day one of them taking over my mortgage. First, I was divorced in XXXX. I fell behind on my mortgage payments at that time. I spoke to several different people and got different advice of what to do. Finally, after months of near foreclosure, I got approved for a loan modification. This added YEARS to my mortgage. I have also requested for refinance to remove my ex-husband from the mortgage. They refuse. I ultimately got remarried and divorced again. This time in XXXX. Again, it took months of speaking to multiple representatives to get any help. In XX/XX/XXXX, I lost my job. Because of the past issues that I have had keeping my mortgage current, I decided it was time for me to sale the property. I called on XX/XX/XXXX and inquired about a short sale. The representative asked me if I had lost hours during the pandemic. I told her yes but that was not the reason for losing my job. The representative told me that had to be done through a realtor. I got a realtor and called and adding them to my account as a third party on my behalf. He could never get any answers as to what t do other than list it on XXXX. On XX/XX/XXXX, I called again. The representative then sent me paperwork to fill out about short sale and what she called an " affidavit '' for COVID forebearance. I returned these to them. I called a few days later and was told that they got the information about short sale but not the affidavit. Then on the same call was told it would take 30 days for that paperwork to show up. In the meantime, I found a different realtor for the short sale. She had made multiple calls trying to get a packet of information required for short sale and on every call has been told that it would be sent to her. She was able to get information about equator.com and set up and initiate a sale. Two weeks went by and she got nothing. After several more phone calls, she was told she would have what she needed in 48 hours. Again, that did not happen. The last time she spoke to someone was one day last week after holding for over 45 minutes and the man told her then that he didn't know when it would be sent to her but said he would be in contact with someone to get it expedited for us. In the meantime, I received a call from the mortgage company telling me that I had to send in {$1000.00} to be able to complete the short sale and that I had a demand letter that expired on XX/XX/XXXX so they could foreclose on me at anytime. I am trying to be proactive and not have a foreclosure. It seems this is what they want to happen. In all honesty, I do not want to lose my home. I would like for the mortgage company to refinance my mortgage at a rate and payment that I can afford. It would be the least they could do with the continued issues that I have with them. Actually, I wish I could get refinanced with a more reputable company. Also, they have not reported to a credit agency in years. Please help me in figuring out how to handle this and stay in my home. 

Thank you

Company response to consumer: Closed with explanation