Consumer complaint received 2022-07-27
Company: Mr. Cooper Group Inc.
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX, my pandemic relief ended with my mortgage company Mr.Cooper. At that time, I was still not working full time and would continue to need assistance with making my mortgage payment. I was instructed to apply for a modification that would decrease my monthly payment to an amount I could afford. I began that process. To enter and remain in that program to be considered for the loan modification, from XX/XX/XXXX to XX/XX/XXXX I was asked to submit several documents including but not limited to pay stubs every month from October 2021-February 2022, child support order twice, divorce decree, food stamp order twice, IRS history from past 3 years, explanation from my childs father as to why he was not paying child support and other miscellaneous documents. I submitted all documents requested on time by uploading them into a portal on Mr.Coopers website. Several times I reached out to XXXX XXXX, who was my XXXX modification contact person. I spoke with him one time only around XXXX of XXXX. I was never able to speak with him again, nor was he available when representatives reached out to him internally from the company. I had so many questions I needed answers to because the process was becoming tedious and I was never told yes I was approved or no I wasnt approved to lower my monthly mortgage payment. In XXXX I went to check on the status to see if they would finally make a decision only to find the portal where I submitted approximately 50 documents from XX/XX/XXXX was gone. I was unable to access any of them. I called Mr. Cooper to speak with XXXX XXXX and was unable to speak with him. Only information I was given was that the case had been closed. At that time, I was several months past the end of the pandemic relief plan and now Mr. Cooper via XXXX XXXX was asking for over {$20000.00} dollars or my house would go into foreclosure. I then called Me.Cooper again to ask about what was going on and why did I receive that letter when I was in a process of working out something to get my mortgage payment at a price I could afford. The representatives at that time knew nothing about the letter XXXX sent. Once again, Mr.Cooper representatives and myself attempted to contact XXXX XXXX by phone on separate occasions they both were unsuccessful. I then spoke with a representative again and told her what was going on and she was so apologetic about everything. She spoke with her manager regarding my case/complaints and her manager was appalled. They both relayed the message that it was no need for me to have been submitting information from XX/XX/XXXX to XX/XX/XXXX without a solution or resolution. They then within 30 minutes approved for me to be placed into a loan modification that I would qualify for. Once I received the paperwork and scheduled a notary to sign for that modification, I noticed my interest rate had increased. I called Mr.Cooper and spoke with a representative in XX/XX/XXXX that assured me that I could resubmit and qualify for a modification that would allow me to remain with my original interest rate. That representative instructed me to cancel that notary and wait until I received another packet to sign that would reflect my original interest rate. She told me it would be a couple of months before I would receive those documents .Never received those documents. Called Mr. Cooper back again XX/XX/XXXX because I hadnt heard or received paperwork to sign but I did receive a letter taped to my front door from XXXX XXXX. Mr.Cooper representative knew nothing about XXXX XXXX correspondence with me. This is when Mr.Cooper informs me that I was misinformed by the representative that told me I could keep my original interest rate and that request has not been processed. Now Im several months behind Im being told by Mr. Cooper and need to pay this money to process my loan modification. Ive been confused, mislead, misinformed, threatened with foreclosure, dismissed, and have suffered many sleepless nights and horrifying days when speaking with some employees because of conflicting information about my account and them not being able to give me the correct information on several occasions.

Company response to consumer: Closed with explanation