Consumer complaint received 2023-05-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: KS

Complaint narrative:
Estimated Timeline about MrCooper issues MrCooper purchased mortgage from old lender XXXX between XXXX thru XX/XX/XXXX was told mortgage was still in limbo because of the purchase of one lender to another. 
XX/XX/XXXX was told they were going to begin the process for the forbearance plan pay back that XXXX started, and nothing was needed at that time. 
XX/XX/XXXX MrCooper told me that they were going to start a new process for the pay back cause current one was not the right one. 
Between XX/XX/XXXX to XX/XX/XXXX, I filled out the same paperwork on 4 different occasions. The first time was because my husband and I forgot to sign and date one paper and they wanted the whole packet redone, the second time MrCooper did not like how dates were written by the notary the sent, third time they said they lost the paperwork, and by the fourth time they said they were having us fill out the wrong paperwork and they stated they would send the right documents to fill out. During these times I was told not to pay anything until the paperwork was done I waited to receive the documents via mail and never did. I never received any emails and ended up calling and they did not send the paperwork via email till the end of XX/XX/XXXX I have been sending out the same documentation since XX/XX/XXXX up until XXXX. I have been told that the document I have sent in has been unable to be read but they were PDF files and the agents on the phone said it made no sense cause they have been able to read the files just fine, Ive been told that we need award letters for my 401K and my husbands TSP. I explained to them over the phone on several occasions over the months that the documents I sent show the amounts with the retirement plans, our names, and addresses. I explained to them the amount of {$16000.00} and some change was the combined amounts for my husband and I retirement plan thet we do not have access to and can not touch. 
MrCooper has escalated the same issue multiple times and every time gets denied and I still receive the same message from the phone calls that the images are too blurry or that the award letters Ive sent are not sufficient. 
We have received a letter date for XX/XX/XXXX, stating they will begin the foreclosure process XX/XX/XXXX if we do not pay {$31000.00} in a lump sum payment. 
After receiving the letter I called on the XXXX of XXXX and was told that I need to remove the {$16000.00} and change from the XXXX paperwork and resend the information I sent the email on the XXXX of XXXX to MrCooper with an explanation of the removal of the amount as advised by an escalation specialist. 
I called today XX/XX/XXXX to determine where we were at, and they said the underwriter had not gotten to the email yet. The representative on the phone asked if I could satisfy the above-mentioned amount. I told her No. All these paperworks Ive been filling out is supposed to be to help to setup and start a payment plan to pay it back the amount. 
At one point between XX/XX/XXXX and XX/XX/XXXX I called to inquire and the SCRA to which a Mr Cooper Representative said he will have to transfer me to that department ( MrCooper Military family team ) and also gave me the phone number ( XXXX ). I informed the representative of that department was going on and how the process has been taking a almost a year of both back and forth. That Representative told me, my husband and I do not qualify for SCRA. I questioned it and told that representative That doesnt make sense. My husband enlisted back in XXXX and we purchased the home in XXXX. All he said was sorry you dont qualify for the SCRA .

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