Consumer complaint received 2019-12-22
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Loan # XXXX On XX/XX/XXXX, I was approved for a forbearance plan. My mortgage payment of XXXX was temporarily suspended as 0f XX/XX/XXXX, this included the {$13000.00} i was behind on. They stated that they would work with me to extend the forbearance, modify the loan, or spread it out or out it at the back of the loan. 

On XX/XX/XXXX, they entered me into a Trial Month Period Plan for an extended Modification. My trial payments were scheduled for XXXX, XX/XX/XXXX and XX/XX/XXXX, in the amount of {$2000.00}. They falsely claimed my XXXX was returned as Insufficient funds. i immediately contacted them, sent them my bank statements showing the funds were there as well as a letter from cooperate headquarters stating that nothing from Nationstar/rMr.Coopper was returned, the funds were their and the in no evidence of them trying to post a payment. This went back and fourth with Mr. Copper, still stating that was not the case. I have all the documents and call logs that show how many tis i tried to get this error, corrected on their side. 

Some months later, of XXXX started to feel ill, and couldn't work. I was admitted to hospital for weeks, with 8 specialist trying to diagnose me. I was finally diagnosed with XXXX XXXX and XXXX XXXX XXXX. The state officially put me on SSI in XXXX, and In XXXX The Social Security Dept.,  permanently put me on SSI. Many months later I was informed by many of the agencies helping me that i qualified for the Hardest Hit Program of Illinois. I applied in XXXX, and was fast racked for approval, since they only approved up to {$35000.00} and didn't want me to fall behind that amount. I was currently behind {$28000.00} and some change. They approved me, sent it over to Mister copper on XX/XX/XXXX so they could write them a check to bring me current. I called Mr. Copper to verify they received it and they said they did. Mon XX/XX/XXXX. After many, many phone calls as time went y, i was told not to worry. Well, i received a letter in XXXX from the Illinois Hardest Hit Program that my approval was now denied, because Mr. Copper stated they received it XX/XX/XXXX and immediately sent the amount owed and it was well over the {$35000.00}. I have all the correspondences stating this was a complete lie, just as my " missed payment '' during my trial period.. 

I have so many emails with attachments sent to them with the proof they received it from my loan specialist, their research department and from HUD, The hardest hit Program of Illinois. They still continue to lie and have gone as far as to scrub my communications from their website. but we have screen shots, original emails and lengthy phone calls to prove otherwise. They still deny it. 

All they kept doing was sending applying me for a loan modification, of which i kept getting denied. Which they new, and i new, since the previous ones were. 

I was even told that i had signed up for a ; do not contact list '' which was another fraudulent lie. 

Well, after many, many more calls, I finally reached out to XXXX, a Ferally approved housing XXXX. They encountered the same issues. They were given the wrong contact emails to send in docs, ax numbers and then told after they sent the documents certified, that it had to be at a po box , and that someone had to physically pick them up. He was also told that my current account specialist no longer worked there and that was the issue. He is still registered as my contact for assistance, he also never replied to my email with all docs attached sent and finally called me yesterday, XX/XX/XXXX. after a hr long conversation with a rep at Mr. copper. he stated he never received anything from me nor my many phone calls, but again, I have all the proof. i always attached the housing agency in the email and he verified I had the correct email. 

He gave me his word he would call me yesterday, XX/XX/XXXX because he was disturbed over everything i have mentioned in this complaint. this is .typical Mr. Copper , i got no calls and they have ZERO records of anything, of which I have proof off. 

They are a fraudulent business and being XXXX and having to deal with this for two yrs, has caused me to XXXX many times and end up XXXX for months at a time. 

Thank you for your attention to this matter, XXXX XXXX

Company response to consumer: Closed with explanation