Consumer complaint received 2023-11-28
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
I went into forbearance on my VA mortgage around XX/XX/XXXX due to a pandemic hardship as the result of XXXX. The forbearance period lasted about a year. Upon completion of the forbearance period, I contacted the servicer to start a workout solution. We finally worked out a Modification agreement. I ended up deploying with the XXXX before I could sign the agreement. I left my brother full power of attorney. He signed the documents as XXXX and returned them to the mortgage company. On XX/XX/XXXX I made the first payment under the new modification agreement in the amount of {$4100.00}. When I went to make the next month payment in XXXX the website would not allow me to process a payment. I contacted the servicer and was notified that they would no longer honor the agreement. They told me the reasons were because they transferred servicers and did not approve how the modification agreement was signed by my XXXX XXXX XXXX. I also noticed that the new servicer " XXXX '' was under the same company as the previous servicer " Mr. Cooper ''. I was not notified about the modification agreement being rescinded until after the fact when I contacted them to make my next monthly payment. Since then, I have been trying to get this resolved and get a loan modification approved with them. For months I had to redo and submit the same application to the mortgage company more than half a dozen times and have my brother sign and send it back. They keep changing how they want him to sign as XXXXXXXX XXXX XXXX and keep finding loopholes to not accept the loan modification and restarting the process. Each time its either an excuse stating that their XXXX person made a mistake on the document or that the guidance they provided with how they wanted it singed was not accurate and we needed to do it again to ensure the modification agreement will be completed how they want it to be done this time around. This month I was notified that they will no longer approve me for a loan modification because of my debt to income and want me to pay outstanding balance in full. I was scheduled to come off of XXXX XXXX last month but I was extended until XX/XX/XXXX. I feel like this process was purposely hindered until my XXXX XXXX period was scheduled to end, and I feel like they should have honored the original loan modification agreement. It was no fault of my own or good reason for them to not honor the original loan modification. They also reported a negative report on my credit history which caused me to lose XXXX points on my credit and made it almost impossible for me to get alternate funding like consolidation loans to rectify this situation. They will not allow me to make any monthly payments towards the mortgage and each month that passes it makes it much harder for me to get approved based on my debt to income. I have been very patient with them and have been sending them everything they need. I have sent them the same documents at least once or twice a month for months now. I also believed that I was going to be covered under SCRA and pandemic foreclosure in this matter and it doesn't seem like I am with the negative impact to my credit report. I also believed that we should have had this resolved months ago and I do not see how it is possible that we couldn't resolve it even up to this point.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation