Consumer complaint received 2022-09-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: NY

Complaint narrative:
On XX/XX/XXXX I was offered a forbearance plan by XXXX XXXX who is a subsidiary of Nationstar Mortgage I was told at the end of the forbearance period I would be eligible for a repayment plan, payment deferral or a loan modification I specifically asked would I have any problems at the end of the forbearance period to qualify for any of these options I was told No I would be eligible for at least one of these options At this point I agreed to the forbearance. On XX/XX/XXXX, my forbearance was over and I owed Mr. Cooper {$120000.00} XXXX immediately asked for my options and I was told I do not have any options available and I would have to pay this amount in full. I was heartbroken because they lied to me and there was no way I had this amount to give to the mortgage company at that time. I was told I was not qualified for a payment plan or a payment deferral but I could apply for a loan modification. On XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, and XX/XX/XXXX I applied for loan modifications and I was denied every time for the same reason which was I would have an Insufficient monthly payment reduction. I applied for the loan modification every month because that is what I was told to do by the representatives at Mr. Cooper. They did not advise me at this time that I was denied for the same reason I am just finding this out today The underwriting department has rejected every option that was eligible for I have called Mr. Cooper on XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and today XXXX to see if there are any other options besides FORECLOSURE OR A SHORT SALE that I can qualify for and I was told No. It seems to me they are not interested in working with me to resolve this matter all they want to do is take my home from me. I have Stage XXXX XXXX XXXX raising XXXX children and everyday is a struggle I would have never agreed to a forbearance if I knew that this was going to be the outcome. I can not sleep at night knowing that me and my children might be homeless and I am going to lose my house that I have worked so hard to keep during this trying time in my life. I never was told that these options were AVAILABLE I was told that I would be ELIGIBLE to take at least one of the options that will be offered to me. The resolution that I am looking for is for Underwriting to look at my account and come up with some type of plan to help me stay in my home. I have funds to apply to my account because I was saving the money I could for my mortgage during the pandemic I just do not have {$19000.00} The HAF is closed in my state of New York and we do not have a date on when it will open back up but I am on the waiting list for HAF. The amount that was owed when the forbearance was over in XX/XX/XXXX was {$120000.00}. Why is it that I am responsible for {$19000.00} I should be able to have an option to repay {$120000.00} because that was the amount that was due at the end of the forbearance. At this point the amount is not the issue it is the options that are available to me that is the issue I would like for Mr. Cooper to stand on their word and offer me a resolution besides a FORECLOSURE or a SHORT SALE I tried reaching out to Mr Cooper more than enough times The time I am spending on this mater is highly overwhelming and is causing lot of undue stress in my life The representatives for this company gave out false information about the forbearance process and now I am the one paying for their mistakes and now I might lose my home That is beyond unfair practices that they are doing at Mr. Cooper Can you please assist me with this matter Thank You

Company response to consumer: Closed with explanation