Consumer complaint received 2022-09-30
Company: Mr. Cooper Group Inc.
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
During covid pandemic i lost XXXX of my income and filed for a covid forebearance with XXXX XXXX XXXX XXXX It was to not reflect negatively on my credit report as I was up to date on my payments and also was not supposed to incur interest. My first payment to resume was XX/XX/XXXX. As i tried to make the payment, I was informed that my loan had been transferred to XXXX XXXX XXXX. I spoke with XXXX XXXX XXXX and we agreed on the combination stand-alone partial claim and loan modification as federally offered as a solution for ending the covid forebearance. When i received the first packet for signing and notarization around XX/XX/XXXX, I noticed the amount being added to the end of the loan was more than double the amount of back principal and interest owed. I also noted that my wife 's name was added to the modification agreement, when she was not on the mortgage but the deed with the prior servicer 's. I also noted that they misspelled my wife 's married legal name which is the same as mine, by 1 letter and the notary couldnt notarized due to their clerical error. The terms agreed on were 3.125 % interest and a total monthly payment of {$1100.00}. Another packet was sent out, without my wife 's signature but with a higher interest rate and monthly payment than we legally initially agreed to. A letter was sent from XXXX stating that the servicer would be changing to RightPath in a couple of months but the original terms we agreed to would be honored and transferred with the loan. I received 6 more packets in the mail, all without my wife 's name but with the higher interest rate and higher monthly payment that we didnt legally agree to. Finally on XX/XX/XXXX a packet was sent out and this time had my wife 's name, which was spelled correctly, along with the original agreed to interest rate and monthly payment amount. A confirmation letter was also sent saying they were going to honor the offer originally made to me since it was legally agreed upon. However, whenever I logon to the RightPath Servicing site, it says my modification has been rejected and they will not be honoring their offer made almost a year ago. My point of contact XXXX XXXX hasnt been able to be reached on the phone since XX/XX/XXXX. With XXXX I called twice a week every week, and with Right Path I call at least twice a month. I have phone records stating who i spoke with, the nature of the conversation, date, & time for all 78 phone calls Ive made trying to resolve this issue. Im always told XXXX XXXX is ; busy, unavailable, not at his desk, has reviewed the email and or tasks/tickets and will contact me within 24-48 hours. My statements show a monthly payment of {$1400.00} should be paid, but I was told to pay XXXX and that's what Ive paid every month. When i call now they say I paid XXXX but am due for XXXX thru XXXX, which XXXX was paid each month and i have bank records to show this. The XXXX was to go into a suspense account for 45 days which is what Federally they were not allowed to exceed before implementing my modification, after 3 consecutive on time payments. Ive made every payment that i was supposed to. Ive been told " We apologize. Our mistake. We legally have to honor the offer we extended to you that you agreed to. '' Followed by the next month the website saying " rejected. '' I was told my packet was incomplete, but it came in on a Thursday evening, I had it signed and Notarized on Friday, and dropped off with XXXX  XXXX on Monday morning. I was told it was because there were no witness signatures which it says clearly on the 1st page only 4 states require this and Alabama is not one of them, Where I and the property are located. This has been going on for a year now. I would like to see what was offered to me a year ago be honored. Thats what we agreed to before they made their clerical error. I would like to see the amounts owed be corrected with the correct and updated amounts after the suspense account is settled. The past due balance to applied to the end of the loan should have only been XXXX, XXXX, Not XXXX, Not XXXX. Please note that the employees at Right Path are the same employees as XXXX XXXX Right Path merely took over the Residential Mortgages from XXXX  as per the representatives have told me. attached are copies of the first modification with the misspelling, the confirmation from XXXX stating the rate and total amount to pay, 6 more packets from XXXX to XXXX all with incorrect amounts, and finally on XX/XX/XXXX the correct modification paperwork with correct spellings, interest rate, and monthly payment along with another confirmation letter from XXXX XXXX saying they are honoring the original legally agreed to modification offer.

Company response to consumer: Closed with explanation