Consumer complaint received 2021-04-12
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc. (VA)

Greetings, I am writing in regards to the poor, unprofessional service that I have received while attempting to modify my mortgage with Mr. Cooper. 

I am a XXXX XXXX whos husband has served this country for more than 30 years and is currently XXXX. I have been given the runaround with getting this modification completed for several months now and Im totally at my wits end. 

As a spouse of a XXXX service member, it is stressful holding things together while your loved one is away not to mention dealing with the pandemic, a stressful job, no nearby support system, and still grieving over the loss of my parents.

I would only hope that Mr. Cooper has licensed ( XXXX holders ) individuals attempting to service their customers. Unfortunately, what Ive encountered appears to be quite the opposite. I dont even think that they are aware that the CFBP exists and/or your purpose. However, if they are aware, theres absolutely no urgency in resolving things at the lowest level possible. 

I informed their agent that I would need to sign the documents via POA. They scheduled me a total of 5 mobile notaries to come and these were the results.

1. Notary comes but no POA was requested by the agent and when provided to the Notary, it was unsure what needed to be done so the notary left 2. I submitted the POA via email on XX/XX/21 and the agent uploaded the POA and rescheduled another mobile Notary.

3. The second and third Mobile Notary never showed. I even called and spoke with one of their agents to assure me that they would come out. He said all I can do is pray for you. Such poor customer service and lack of accountability!

4. I contacted the Mortgage Company after the second no show and was informed that the process to request the mobile notary was never processed properly the last 2 times.

5. Now we are on attempts number 4 and 5 in which the documents were notarized on 2 different occasions ( about a week apart ) and later told once again that there was either a missing signature, not signed properly, and/or wasnt legible.

Once I contacted the Mortgage Company again ( now towards the end of XXXX ) the agent says that they never received my POA. I once again emailed it to her and told her when the original was sent. ( She also mentions this file being sent to the escalations team ; who are they and what do they do? Ive never heard from them but was told at least twice of the escalation ). 
This agent then tells me that she will send me some new documents and after I receive them, I can then call back to schedule a Notary.

However, to my surprise, I receive a call from one of Mr. Coopers agents on XX/XX/21. It is at this point that I am given the information that the POA must be registered with the County Clerks office. This is the first time ever the words county clerks office was mentioned. 

I reach out to Mr.Cooper and speak to an actual Manager on XX/XX/21. He assured me that he will request updated documents with a payment start date of XX/XX/21 and that he himself would reach out to me to inform me as to when to expect my documents. But as of yet, XXXX XXXX has failed to do so. Another, failed attempt to make things right! 

I have suffered from the lack of knowledge and this companys failure to follow through for months now. I am stressed and at a total disbelief that a company can actually operate in this fashion. A mortgage is usually the largest purchase of the average working persons life. If this company cant see how important this is to me and my family then just maybe they should eat this mortgage and send me a paid in full deed! 

I pray that you can help me get some closure and also set a precedent to avoid the same thing from happening to the next service members spouse. Believe it or not, we really have a hard job!