Consumer complaint received 2022-04-12
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc. (CA)

I have a mortgage loan through Mr. Cooper, they offered me a deferral for 18 months during Covid which started XX/XX/XXXX it ended XX/XX/XXXX. My first payment was due XX/XX/XXXX but when I called in and spoke with XXXX on XXXX she insisted my first payment was XX/XX/XXXX which would start a deferral for me after I made the payment which I did. I made my XXXX payment on XXXX. I made my XXXX payment on XXXX my XXXX payment on XXXX and at that time I realized I kept getting phone calls and emails from the company, I was going paperless at that time. I spoke with XXXX on the phone on XXXX. Apparently because I made my payment in XXXX instead of XXXX which I was asked to do by the first person on the phone they refused my deferral because it had been past 18 months. They say they sent me paperwork telling me this which I never received. So she told me she would get me off of the modification if I could send in the skipped XXXX payment but she wanted me to wait until my payment on XXXX had cleared as I had sent the check in the mail. She also told me that she was a dedicated loan escalation specialist and gave me her full name XXXX XXXX phone number XXXX. She also sent me an email that day and told me that she would answer the phone or the emails at any time and numerous times of trying to get a hold of her with no response. I finally called in again on XXXX where I spoke with a gentleman named XXXX at extension XXXX he was nice enough to explain everything that he could see on my account he told me that when I didnt make the payment within 18 months XXXX XXXX  denied my XXXX deferral and that they had sent me a letter stating this which I never received. I felt that was not fair as I was told to make the payment XX/XX/XXXX and from what I hear these phone calls are recorded so there should be proof right there other than what I have written down in front of me. XXXX spent a long time on the phone explaining everything and advised me a few times not to ask for a second deferral because if it was denied I would have to pay the loan in one lump sum. I insisted on him pushing through with the second deferral because I felt I had not done anything wrong and I thought thats what I was getting in the first place when I spoke with XXXX in XXXX. On XX/XX/XXXX I received a letter from Mr Cooper stating that I was approved for payment deferral and it would take affect on XXXX the terms were I had to make a double payment of {$2600.00} by XXXX to make up for the payment I had missed in XXXX and my XXXX payment which I did. On XXXX I tried to make the double payment online but it only accepted half which was XXXX so I called on the phone and made the second half of the payment that same day. That should have met my terms and started the deferral at that time. On XX/XX/XXXX I noticed things were still not right on my account it still showed that the deferral had not started and I was past due on the entire amount. At this time I called in and spoke with XXXX at extension XXXX I explained to her that I was still getting emails and phone calls asking for my payments she said no problem she saw it in the system just wait until it gets caught up as the XXXX payments were still pending. By XX/XX/XXXX it was still not fixed and I called and spoke with XXXX XXXX number XXXX she says that she spoke with her supervisor XXXX and they did a C mod request to have the account updated as they did see that both the payments were made, she said her supervisor XXXX sent an email and he tagged her in it saying it will be updated immediately and check next week but do not make the XXXX payment yet until its all updated or it will confuse the system. I listened to them and didnt make the payment and on the XXXX Sunday morning very early I was hand-delivered a letter from XXXX a debt collector who is out front taking pictures of my house! Now Im getting very concerned and wondering whats going on not to mention is this happening to other people who were going through this forbearance. I Call In again, call number six at this point. Monday morning XX/XX/XXXX and spoke with XXXX XXXX who also had a supervisor XXXX. XXXX number was XXXX he Took my payment over the phone said hed get the late fee taken off that was on from them telling me to hold off on my XXXX payment. He sent me an email and told me after an hour and XXXX minutes of being on the phone with him that he would keep in touch with me and let me know what was going on. He also told me that they reached out to the senior vice president XXXX XXXX stating that we need an immediate update on my account and the deferral active he said that he would get back to me in the next XXXX to 5 days he also had me send an email in showing him a lot of my information I had that they did not. He at this point said he would call me by the end of the day to tell me that the email had gone through which he said it did not so I sent it through again. Not sure if I ever heard from him again. My next phone call # 8 on XXXX I spoke with XXXX XXXX he was in the loss mitigation escalation department. He gave me his personal number of XXXX he says the {$65.00} late fee is still on there and he will make sure it gets removed he has the others say its oh yes because youre still short one payment which I dont understand because I made a double payment like they asked before the date that they asked. He tells me that he will call or email me in 3 to 4 days so by Monday the XXXX I should hear from him and he will give me his email which he did so that we could keep in contact which was very hard to get a response from him. I believe I got one email from him and no return phone calls. He says the issue was escalated to the underwriting department who handles the deferrals which would be the final booking and he will keep in touch and let me know. His title was on the email he sent me said executive resolution team. He did email me back once on the XXXX saying that it was still being processed he asked me if there was anything he could do I said yes please call me on Thursday the XXXX at XXXX my time with no return phone call from him ever but finally an email. Meanwhile in between all this calling on XX/XX/XXXX my ninth phone call I get transferred to XXXX XXXX her ID number is XXXX lost mitigation department her manager XXXX XXXX says yes payment deferral claim started on XXXX XXXX by an underwriter team that is closed and dated XXXX XXXX by the received document team it should take 3 to 5 business days to complete so wait until Wednesday or Thursday at the latest and that they put a payment relief protection on my account from any further late fees she says let the review finalize for now theres nothing else I can do the escalation is in process so be patient and call back on XX/XX/XXXX if I have not heard or seen any changes on my account its all approved theyre just adjusting it at this point the corporate advancement will put deferral at the end of the loan soon! Im sorry if Im starting to ramble on but theres still so much more! It all runs together but its here in my notes Im sorry its overwhelming. On XX/XX/XXXX I called in at XXXX AM and spoke with XXXX XXXX in the loss mitigation department her manager was XXXX XXXX. They tell me that it is booked but the system is not showing it please wait 10 to 15 days I say what? No way so she tried to put me through with someone in the escalation department who is a specialis then I got hung up on which has happened numerous times. I never get a return phone call and when I do call back I get to not only way to half an hour on the phone to get put through to someone but then I get to explain it all over again! I called back and got a woman who reconnected me w/ XXXX XXXX I waited 10 minutes and I was told it was too hard and XXXX would call me back when she did call me back she said oh sorry the specialist was supposed to call you which she never told me. She just left me on hold and then I got hung up on so how was I supposed to know That he was actually going to call me back? XXXX puts me on hold again and gets me through to someone in the escalation specialist department who happens to be lost mitigation escalation department his name is XXXX hes not so nice but I dont blame him I think this is the first time I started to cry and get a little upset! I have tried to stay so calm through all of this because its not going to help anybody if I get upset which I really want to get upset as I feel like Im getting the wool pulled over my eyes and again wondering how many other people this is happening to and whos losing their house because of it? He tells me the same thing be patient as it takes a long time to process but he will try to reach out to some people in the back office to update this and find out why its not done yet. He says he reached out to several people in the back office trying to get this taken care of he spoke with the back office manager he cant tell me his name but he reassures me it will get fixed soon. Another almost XXXX full hours on the phone. At this point XXXX cant believe all the different names of levels in this company and now Im being told that theyre talking to the back office I really feel like Im an idiot at this point and still trying to stay very calm but its not easy. Now today on XXXX XXXX calling because I havent been able to make my payment online as it still says Im 90 days past due and its got a block on my account. A gentleman XXXX answers from Customer Service he tells me that on his computer screen it says I have the right to request a follow up meeting within the next 14 days to discuss options to avoid a foreclosure! What??? Now this is what Ive been expecting but Im trying to have a good faith and believe all these people Ive been talking to at this point I believe Im on phone call number 12 would you wait a half an hour to talk to someone and youre on the phone for a couple hours and sometimes hung up on! He says that he will put me through to someone that is more qualified to help me he also says that it says something about obtain a payment due of {$24000.00} from XX/XX/XXXX now at that point I was in the middle of my forbearance I dont even know what thats about but this is crazy! He forward me to mitigations and I get back with XXXX XXXX Who tells me in the system it says on XX/XX/XXXX the booking of my deferral was done and approved on XX/XX/XXXX hes checking to see if he can tell me when it will be updated at this point Im literally ready to go through the roof he tells me that XXXX was wrong and it doesnt say anything about foreclosure but what do I know at this point other than I really need help and Im terrified this is happening to plenty of other people please give me some advice and help me