Consumer complaint received 2026-01-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: UT

Complaint narrative:
I lost my job XX/XX/XXXX due to company outsourcing. My husband and I couldn't afford the monthly payments of {$2100.00} off of one income. The house is vacant and has been up for sell for XXXX plus days. We haven't been able to make the payments so the amount due is {$8800.00} and we will not be able to make the loan payments current. Mr. Cooper is our mortgage company ; they stated for us to be able to do a short sell we would have to apply for mortgage assistant application before apply for a short sell. I applied on XX/XX/XXXX and got denied due to missing documents. I applied again on XX/XX/XXXX with all documents, I called on XX/XX/XXXX to see why it says i was missing the questionnaire on their website, lady said I need to complete it. I completed it over the phone, the lady stated that it will take 30 days from XX/XX/XXXX for them to look over the application and give a response. I called on XX/XX/XXXX to see the status and the lady said she couldn't find the questionnaire, I did it again for the second time and said they will get back to me on a response in a week. My realtor called Mr. Cooper as well on XX/XX/XXXX, they told my realtor that we would know any day now about the results of the application due to it being passed the 30 days. I called again on the XX/XX/XXXX and they said that the questionnaire needed to be done and they couldn't see that it was ever done, I did the questionnaire again for the XXXX time. I called on XX/XX/XXXX to make sure the questionnaire went through and she confirmed that it went through and that it will take a week for them to respond. called again on XX/XX/XXXX at XXXX ( XXXX m XXXX ) the lady said she sees no recorded anywhere of the questionnaire being done and from XX/XX/XXXX it will take 30 days to look over the application, so did it again for a XXXX time. I asked if i could speak to management and for her to transfer me to XXXX, she let me know that they do call back request and i can not be transferred. They state I will get a call on XX/XX/XXXX from management. then I called again that day at XXXX ( XXXX XXXX ) to get clarifications on the conversation earlier she states she can see the questionnaire that I did on XXXX and was confused why the lady did another questionnaire. every time i have done the questionnaire it is the exact questions each time. there is no updated on my application. Every time I call they state the application is in review and give me differnt answers about the questionnaire and if they can see my notes about all of the calls i have made. I feel like they want the amount due to get higher and for us to get more in debt so they can come after us for the due amount. the reason for it going up is because they are not reviewing my application.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation