Consumer complaint received 2023-03-22
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Apologies for the hard-to-read details. After writing this, I see now this portal does not allow for proper formatting. 
My complaint is regarding - Mr. Cooper aka Nationstar Mortgage LLC, NYC Dept of Consumer Affairs XXXX   # XXXX, Texas Regulated Lender License XXXX and their failure to honor an already-approved loan ( my loan # XXXX ). Ultimately, I simply wish to continue making payments. 
The subject property/loan originates out of NY, NY. The subject lender appears to be based in Texas. 

As directed by my attorney, I have documented the timeline & development of the issue below : Mr. Cooper acquired my loan from XXXX XXXX XXXX XXXX during approximately XX/XX/2022. 
My mortgage was a post-pandemic modification that was already established/ already in place/ well past the approval stage with XXXX XXXX XXXX XXXX when acquired by Mr. Cooper. 
I had not missed any payments, all was fine. 
XXXX Upon being notified of the acquisition, I called Mr Cooper XXXX and spoke with " XXXX '' regarding where to send payments to the new mortgage co. 
She told me I had to wait to make payments and do not send until they send me paper work. I assumed this was some acquisition formality. 

XXXX XXXX XXXX - XXXX mailed me modification documents. I again, did not think this was an issue, figured it was a mere formality of the acquisition. 

XXXX Upon opening the mail & reviewing the documents, I promptly called Cooper and spoke with " XXXX ''. I told her I was going to mail back the modification documents with a payment. Their payment was {$13.00} more than the previous company 's so I thought there was no issue and accepted that. 
XXXX stated their was a mistake, that the payment should be exactly the same as the already-in-place mortgage, to not send payment, that Cooper will resend the revised documents to be signed by me and mailed back, to simply wait for that. 

XXXX XXXX Called Cooper XXXX spoke with " XXXX XXXX in AZ - Told her im still waiting on the docs and wanted to send payment. She said to wait, its still waiting for review, wait for docs in the mail. 

XXXX XXXX - 41 min ph call - I called Cooper XXXX spoke with " XXXX XXXX XXXX XXXX in TX , who was now said to be my Loan Specialist. 
I'm now express my growing concern as I have yet to receive the documents which would allow me to make payments. Mentioned I just wanted to send payments. 
She said she could see in their CRM that I had placed calls and that she would mark it as escalated for a higher manager to handle it since it was still pending with no explanation. 

XXXX XXXX - I call Cooper XXXX. Spoke with " XXXX '' in TX. Says it was escalated to an AVP. Mentioned that he's never seen a scenario like this before, and he did not understand why this had yet to be rectified, etc., etc. 

XXXX XXXX I called Cooper  and spoke with XXXX XXXX at XXXX in TX XXXX Said she was working on this previously with a senior VP. said it's under evaluation and is in escalated status so it's still in progress with the VP. That there's delays due to the holidays, to just wait. I expressed my concerns. 

XXXX XXXX - I call XXXX XXXX XXXX direct number. It now says that number is Invalid. 

XXXX - XXXX 50 min phone call Mr Cooper XXXX Spoke with XXXX - A review again of the entire issue. She says more of the same and starting over a loan modification process. 

XXXX - I received a notification letter on my online account profile stating they are further reviewing. 

XXXX XXXX 44 minute Mr. Cooper call with XXXX XXXX TX XXXX I explain the entire situation again and she says she sees that indicated in the lengthy notes of my account in her database. Says she sees it was under various evaluations and escalations multiple times and does not understand the delays or why this has not moved forward. Says she has not seen this before and does not understand why it keeps " dropping off ''. Says she'll put in a verbal complaint with a supervisor in customer service and that she will call me back within 24 hours. 

XXXX XXXX 1 hour and 44 minute phone call Mr. Cooper XXXX Spoke with XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX : After long explanation to XXXX of the issue and how I'm merely trying to get it rectified so I may make payments, she transfers me to XXXX in the Loss XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( I had been told multiple times in the past that speaking to anyone in this dept was impossible. ) I explain again the entire situation of how it seems Mr. Cooper keeps letting this fall through the cracks. 
She reviews the lengthy inputs within my account of the CRM and how it keeps just dropping off. 
After 1 hour and 21 minutes transfers me to the Loss Mitigation Escalation Dept. 

Here, XXXX XXXX out of the XXXX Texas Office, Direct XXXX, who mentioned she's is the only person in that dept, after hearing the entire explanation again of how I was told to wait for the mod paper work, to not send payment starting in the XX/XX/XXXX phone call etc. She, like all the others, sounded very reassuring, and said she was going to conduct a phone call recording review, etc., to rectify the problem of unexplainable delays. Provided her direct ph number and said she will call me back within 24-48 hours ( as many of the others said ). She did not subsequently call. 

XXXX Called XXXX XXXX XXXX XXXX XXXX XXXX. XXXX - left a voicemail - She has not replied to this date. 
XXXX Called XXXX XXXX XXXX XXXX XXXX XXXX. XXXX - left a voicemail - She still has not replied to this date. 

Again, I am not in default. I keep getting directed by Mr. Cooper to not send payments. I just want to move forward with making payments as before. 

I can be reached directly

Company response to consumer: Closed with explanation