Consumer complaint received 2022-09-30
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a VA loan with Nationstar, Rightpath, Mr.Cooper or XXXX XXXXXXXX XXXX forced to file XXXX CFPB complaints because the companies themselves dont even know who has the loan, whos offered what, who works for who or where my loan stands. This nightmare started when XXXX advised the loan was sold to a company called Nationstar & returned payment. Upon contacting Nationstar they denied having purchased said loan & refused payment. We contacted XXXX several times over the next couple months & were assured over & over the loan was sold to NationStar. I cant say exact dates at the moment as XXXX in CA for my mothers funeral but Id say sometime in early XXXX a wonderful woman at XXXX finally told us Nationstar was caught up in some fraudulent behavior & advised she believed the loan was actually with a company called Mr. Cooper. We contacted Mr. Cooper however they too claimed they did not have the loan. Mr. Cooper said they could be getting the loan but advised it can takes a long time & assured payments would not be considered late or affect credit in anyway. Needless to say this concerned us & we requested this be put in writing. Despite multiple requests, we did not receive the requested information in writing but after getting very upset Mr. Cooper finally put this in writing. They not only put it in writing 1 time, but 4 times ( see attached ) assuring us not to worry about any late payments & advising it would not impact credit. Eventually Covid hit, we faced financial difficulty & ended up qualifying for pandemic forbearance ( see attached ) offered. When this ended, Mr. Cooper denied we were in a forbearance & claimed we didnt qualify. We provided proof of the same & nothing further was contested. Despite receiving no notice, we began receiving phone calls, letters flyers & people showing up claiming we were being foreclosed on. We contacted Mr. Cooper & were once again told they didnt even have our loan. After contacting them multiple times, we were finally told it was with their sister company called Rightpath & to contact them. In an effort to straighten things out, we contacted XXXX & were advised our home was in fact placed in foreclosure & there was an auction scheduled for XX/XX/XXXX. We asked why we werent notified & no explanation was given. We contacted an attorney who advised they must notify us by law & advised us to request a copy of the notice & confirmation of the same. To date, we have requested a copy of the notice & confirmation of the same on 5 different occasions & have yet to receive it. In addition, we provided an affidavit from our neighbor, travel itinerary & hotel confirmation proving theres no possible way notice was received on any of the 4 random dates thrown out. 
Despite all of this, we reached out to Rightpath in an effort to work things out quickly due to the upcoming foreclosure date & the unexpected death of my mother. We spoke with a wonderful woman named XXXX on XX/XX/XXXX for nearly 2 hours & agreed to the XXXX XXXX she offered. XXXX advised she would send all necessary communication on her end in order to put the foreclosure on hold & advised someone from XXXX would be in touch Monday XX/XX/XXXX. She provided us the information to XXXX XXXX XXXX advising this was the attorney handling the foreclosure & advised us to reach out to both XXXX XXXX XXXX XXXX XXXX Legal & inform them weve agreed to a Disaster Modification. We reached out to XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX & advised the same the very same day, XX/XX/XXXX. Upon calling XXXX XXXX XXXX, a woman by the name of XXXX advised shed never heard of XXXX & claimed they didnt represent them. We reached back out to XXXX XXXX XXXX XXXX to confirm XXXX XXXX was the right contact. Both assured XXXX XXXX XXXX was the right contact & we were provided an email address in addition to the phone number. I emailed XXXX XXXX XXXX & a man by the name of XXXX XXXX eventually responded but said he had not been contacted by Rightpath. We provided him the contact information we received from Rightpath & advised of the disaster modification just as we were advised to do, however, he says hes in contact with Mr. Cooper & Mr. Cooper claims theres no modification. Weve corresponded with XXXX several times & he insists this information hasnt been provided to him & advised foreclosure is still scheduled for XX/XX/XXXX ( see attached ). Weve done our part & quite literally pleaded with them to do theirs but we keep getting the same redundant answer that basically nobody knows whats going on. I spent another XXXX XXXX hours on the phone speaking to a woman XXXX XXXX XXXX XXXX just today. XXXX tried to get several supervisors, managers & asset managers on the phone over the course of XXXX and XXXX hours, yet she was unsuccessful. Weve spent countless hours emailing with LOGS Legal to no avail. Weve spent countless hours attempting to contact Mr. Cooper only to be told our loan is with their sister company Rightpath & to call them ( see attached call logs ). I am unable to upload the call recordings to your system but can send them wherever youd like. Rightpath assured me our call on XX/XX/XXXX was being recorded just as they always do so Im certain they have it as well. I dont know whats going on with these companies. I spent the entire week of my mothers funeral attempting to get this handled despite being assured it was handled before I left. Im spending the evening before my mothers funeral writing CFPB complaints. Im at my wits end & quickly running out of time. We are in urgent need of help!!

Company response to consumer: Closed with explanation