Consumer complaint received 2024-07-01
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Mr. Cooper Group Inc. (LA)

The problem began in XXXX when we came out of the Covid 19 Forbearance Program, our payment went NSF. While trying to find the check and research the, what, when and why the payment did not get processed, we went into default. The customer service representative offered a loan remodification, and after discussing it between my husband and I we agreed to the loan remodification. We submitted the application and ALL documents they requested immediately, and documents they requested were to be faxed to them. Month after month they would call and/or send letters saying they hadnt received them or wanted more documents to be sent which were also faxed immediately. They have prolonged this process out approximately 24 months with the hope of a remodified loan. With every passing month we have gotten further behind on our loan payments, now putting us {$30000.00} + in debt with added fees and charges for everything under the sun such as a home inspection that was never performed. We found also that each time we called either Mr. Cooper or XXXX they had no record on computer of matters that were discussed on previous calls which we found very suspicious. Not at any time were we offered any other solutions such as a partial claim, and all along we have pleaded with them to place the shortage at the end of the loan which at that time was minimal compared to what they have let it grow to, which we were informed of this option from real estate professionals, that this has always been an option. From the beginning numerous letters were sent literally begging to pay our note while they were working on a solution but was told that they wouldnt accept the payment even if we did send them, which they did accept a partial payment of {$1000.00} but did not apply it just placed in holding. We feel this was and is a ploy to prolong this to take our home from us, and it looks as though they may succeed by filing for a foreclosure fully knowing that there would be no way for us to come up with the reinstatement amount of {$32000.00} due by XX/XX/XXXX, this reinstatement letter was written on XX/XX/XXXX XXXX received by us on XX/XX/XXXX. 
When speaking to any of the representatives at no time have, they been able to answer any of our questions with 100 % accuracy, nor have we ever spoken to our assigned customer service representative which were numerous XXXX were never available upon request. 
This process started with Mr. Cooper then we were informed that our account was sold to The Money Source then back to Mr. Cooper and now XXXX, but upon being served with foreclosure paperwork the named account holder is Nationstar Mortgage LLC d/b/a Mr. Cooper. Who are we dealing with? After calling Mr. Cooper we are informed that XXXX is handling our loan so why is the foreclosure paperwork in the name of Nationstar d/b/a Mr. Cooper. Mr. Cooper or XXXX what exactly is going on here? * XXXX XXXX contracted XXXX XXXX 7 times still trying to work through XXXX  which affected his overall XXXX  resulting in job loss due to XXXX. XXXX XXXX suffered a XXXX XXXX XXXX XXXX  XXXX  rendering her unable to work. Both filed for XXXX XXXX XXXXXXXX while battling Mr. Cooper. This took approximately 2 years to get approved while struggling with payments. A partial payment of {$1000.00} was made to Mr. Cooper as a good faith payment with the understanding that we would catch up on any payments in the rears while researching what happened to the payment of {$2700.00}. At this point we were not that far behind. 
After being advised by real estate specialists, to call USDA and file a complaint against Mr. Cooper and XXXX and to formally request a partial claim, a voice message was left for a return call. Also call and file a compliant with the Consumer Financial Protection Bureau against Mr. Cooper and XXXX, or which ever one is in charge at this time, because frankly were not sure with whom we are dealing with as the foreclosure paperwork names Nationstar Mortgage LLC d/b/a Mr. Cooper.