Consumer complaint received 2021-10-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
1 ) On XX/XX/XXXX, I was laid off. I was the only source of income for our family. I needed to move XXXX miles to find gainful employment after nearly 7 months with no income. 

2 ) During that time, we continued to pay our mortgage, but it was often late and we built up significant late fees ; but we maintained paying the mortgage for nearly two years more while trying to sell the house and paying for rent elsewhere. 

3 ) In XX/XX/XXXX, Mr. Cooper began refusing to take our payments. We immediately asked for a deed-in-lieu of foreclosure. 

4 ) In XX/XX/XXXX, we filled out a loan modification request, which Mr. Cooper rejected. 

5 ) In XX/XX/XXXX, we again asked for a deed-in-lieu and Mr. Cooper responded to us that we needed to attempt a short sale first. We filled out paperwork to do a short sale, but nothing came of it. 

6 ) In XXXX of XXXX, I again asked for a deed-in-lieu, and Mr. Cooper failed to do anything about it. 

7 ) In late XXXX XX/XX/XXXX, we again asked for a deed-in-lieu and we were again told that we needed to do a 30-day short sale first. We filled out paperwork to do that and got the house listed on equator.com with a realtor, as required by Mr. Cooper ; and we had at least 3 offers on the house including offers above our oustanding principle amount, and Mr. Cooper NEVER RESPONDED to any short sale offer.

8 ) In XX/XX/XXXX after going through the mandatory 30+ day short sale program during which time Mr. Cooper refused to respond ( at all ) to short sale offers, we asked to move the property into a deed-in-lieu program. Mr. Cooper failed to do anything with this request.

9 ) In XX/XX/XXXX, I complained to Mr. Cooper that they had done nothing with the transition from short sale to deed-in-lieu and they again sent me paperwork to fill out for a modification that was exactly the same paperwork I had filled out for them at least 4 prior times.

10 ) We filled out that paperwork yet again and sent it to Mr. Cooper via email on XX/XX/XXXX. 

11 ) On or about XX/XX/XXXX, I wrote to and called Mr. Cooper asking why nothing had been done on the deed-in-lieu since XXXX, XXXX. Mr. Cooper passed me around to multiple people, each of whom wanted me to fill out the same loan modification paperwork yet again. 

12 ) On XX/XX/XXXX, I re-sent the Uniform Borrower Assistance Form and accompanying documentation to Mr. Cooper for at least the 5th time.

13 ) On XX/XX/XXXX, I finally got contact information from the deed-in-lieu group for the first time after 2.5 years of trying. I got an email address of XXXX and they told me in an email " It looks like we are still pending return of the complete financial packet, also known as the FINS packet '' which is something nobody had ever asked me for.

14 ) After calling Mr. Cooper on XX/XX/XXXX, it turns out that they had apparently sent this FINS packet via regular USPS mail to an address I had vacated a year earlier, even though I had already updated my mailing address with Mr. Cooper back in XX/XX/XXXX, so I never received the request. 

15 ) In the meantime, I continued to get offers on the house from a number of people, but Mr. Cooper refused to even respond to the, presumably because I was no longer in the short sale process, even though they had not properly moved me to the DIL process. Apparently they can't do two things at once despite all of those employees.

16 ) In my email to the XXXX group at Mr. Cooper on XX/XX/XXXX redponding to the request for the FINS packet, I wrote : Can you please let me know what is going on with this? 

I sure hope you are not waiting on anything from us. We have sent everything Mr. Cooper has asked for months ago. We have sent some of the documents repeatedly ( 3-5 times because Mr. Cooper apparently loses them ). The last request we received from Mr. Cooper was for a Statement of Information and copies of our drivers ' licenses. I sent that to you on XX/XX/XXXX via email, as requested. The last communication I have from Mr. Cooper on this matter came 125 days ago in a letter dated XX/XX/XXXX congratulating me for being accepted into the Deed-in-Lieu of Foreclosure program. I have heard nothing at all from Mr. Cooper since that date.

I have called multiple times to ask for help, and every time I call, I get a completely different story. Sometimes they tell me I need to submit a new Uniform Borrower 's Assistance Form. I mean, literally yesterday, someone in Texas told me I needed to resend a UBAF ( which I have now sent to Mr. Cooper 5 times ) and then I talked to another person in Texas yesterday that told me that a XXXX wasn't even needed for the DIL. 

I don't understand what is going on. I feel like I am being punished every month for being laid off 3.5 years ago. I should have been able to rebuild my credit by now. I have only one negative item on my credit report in the last 7 years, which is this loan. I asked for a Deed in Lieu in XX/XX/XXXX, and here we are in XX/XX/XXXX and it still has not happened. I would really like to get this behind me. 

16 ) One of the people trying to buy my house wrote me an email XX/XX/XXXX told me she researched Mr. Cooper and found they had " been in trouble for violating multiple states banking regs, mishandling foreclosures, and mishandling client payments. '' Unfortuantely, this buyer moved on because Mr. Cooper would not respond to her. 

17 ) Around XX/XX/XXXX, the realtor who had originally posted the short sale notice at equator.com per Mr. Cooper 's instructions, told me he had given up. They never responded to him on anything. They never repsonded to him on offers to buy the house on short sale. 

18 ) On XX/XX/XXXX, XXXX XXXX ( XXXX ) sent me an email asking for basically the very same information I had sent Mr. Cooper at least XXXX prior times, althoug this time it included a Borrower XXXX form and a USDA form I had not previously seen. I returned that packet to Mr. XXXX within a day or two.

19 ) In XX/XX/XXXX, XXXX XXXX ( XXXX ) asked me to send him a copy of a utility bill at the property. I told him I did not have any utilities currently running at the property and there were not outstanding balances. 

20 ) On XX/XX/XXXX, XXXX XXXX ( XXXX ) sent me an email statwing that they were trying to move forward with the DIL, but discovered taht the appraisal they had ordered in XX/XX/XXXX wwas " not the correct format '' and they needed to redo it ( which I am sure they charged against my account, as they have all the appraisals they have ordered over the last 4 years ). I asked why they couldn't just get the appraiser to put the document on a different format and he told me that in order to do that, the appraiser would have to revist the property again, so it was easier to just re-order another appraisal.

21 ) On XX/XX/XXXX Mr. XXXX emailed me that the USDA had denied the DIL because it hadn't been completed within 9 months of the delinquency and that this, unfortunately meant that the only way they could take the prroperty back was to complete the foreclosure. I have no faith that after 4 years of this disaster that Mr. Cooper will ever do this so I can put it behind me. Furthermore, I asked for a DIL multiple times during the first 9 months of delinquency and got no positive traction from Mr. Cooper. This failure is theirs, not mine. 

22 ) I was laid off at no fault of my own in XXXX. This led to me being unable to afford to pay for two houses ( both a rent and this mortgage ) after 2 years of trying to sell the house. Ultimately I could no longer pay. By XX/XX/XXXX, I was delinquent and there was nothing I could do to stop it. I have tried for 2.5 years since then to get any help at all from Mr. Cooper without success.

23 ) I currently have a buyer who is willing to pay what I owe on the principle. He wants to buy the house. Mr. Cooper is refusing to talk with him. His lender told me what Mr. Cooper has been doing to me for the last 4 years is " a travesty '' [ her words ].

Company response to consumer: Closed with explanation