Consumer complaint received 2023-04-30
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc. (FL)

Nationstar aka Mr. Cooper Mortgage During the pandemic, I was in a forbearance arrangement with my lender, Nationstar/Mr. Cooper. 
In XX/XX/XXXX, I was sent paperwork for a loan modification. I was excited to accept the terms, however, my loan still listed my ex-husband ( we divorced in XXXX ) who passed away in XXXX. I spoke with a representative who advised me of the process to make the necessary changes in their records. 
I compiled the information and on XX/XX/XXXX, submitted requested documents to allow them to make the changes : Correct my name I attached the Final Judgment dated XX/XX/XXXX showing my maiden name was restored. Also attached was my current Florida Driver License with my restored name. 
Remove co-borrower I attached the Quit Claim Deed signed by my ex-husband as part of our divorce in XXXX. I also indicated that he passed away in XXXX and since we had been divorced for nearly 20 years, I didnt have a copy of the death certificate. 
Correct zip code I attached the property tax records indicating the corrected zip code. ( I later found out they will note it but wont change their records. ) Next week will be a full year that I have spent numerous hours on phone calls with them each call is no less than an hour because I cant speak with the same representative and they need to review all of the records. I was told numerous times that the matter was being escalated but I needed to be patient because of the backlog due to the volume created by the pandemic. During that time, I submitted the required trial payments as part of the process. 
XXXX XXXX, XXXX : repeated calls for updates on the status of the modification. 
XX/XX/XXXX : I re-submitted the above referenced supporting documents and asked for confirmation of receipt. ( 2nd time ) XX/XX/XXXX : they emailed confirmation of my request, but asked for documents for my name change, so I re-submitted the above referenced supporting documentation that same day. ( 3rd time ) XX/XX/XXXX : I was told they were asking for additional proof of my name change, but the representative was able to confirm that they had already received the documents I submitted 3 times. I was asked to make additional trial payments at a date to be determined and I agreed. I was forwarded modification documents by email, which were signed and returned via XXXX that same day. 
XX/XX/XXXX : I was asked to make additional trial payments and I complied. 
XX/XX/XXXX : I again asked for the status and when I could expect a resolution, but got no response. 
XX/XX/XXXX : I was told that the modification had been rejected XX/XX/XXXX ( 4 months prior! ) The reason stated, Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. ( So, in all of the hours that I spent on the phone where I was asked to be patient and advised that the delay was due to the heavy backlog, none of the documents that were submitted were ever reviewed. ) Keep in mind that it was after the date of the rejection that I was sent documents to sign ( XX/XX/XXXX ) and asked to make additional trial payments ( XX/XX/XXXX ) and led to believe that there was a chance to have it approved. 
There is never any way to speak with anyone in authority, but when I pressed them about the fact that I had complied with everything that was asked of me, I was told that they needed a copy of my ex-husband 's death certificate. This was the first time I had been asked to provide anything other than what I submitted XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately went to the courthouse, obtained a copy of the death certificate, and submitted it that same day. 
XX/XX/XXXX : I asked for an update and was told the previous offer would not be reinstated ( the rates have now doubled ) and I would need to submit another request, which I did that same day. 
XX/XX/XXXX : The loan is now showing on my credit report as a foreclosure. I was told that I would need to go through another round of trial payments. I explained the situation and asked if they would remove the information from my credit report since I had complied with every request and didnt feel I should be penalized for their repeated mishandling but was told they would not remove it unless/until the new modification is approved. The new trial payments are scheduled for XXXX, XXXX, and XXXX. I asked if I could pay them in full now to expedite the process, but was told I couldnt. 

I am a single parent, and, prior to the pandemic, I was able to pay all my bills in full. Since then, I have worked hard to recover from my financial problems and am still carrying large balances on my credit cards. I have spent a year trying to get this situation rectified, but I am being penalized because of their incompetence and inaction. They are forcing me to remain mired in these problems for at least another 4 months. 

Please let me know if you need any copies of documentation or proof of my phone records. Any assistance or guidance you can provide would be greatly appreciated.