Consumer complaint received 2024-03-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: RI

Complaint narrative:
XXXX To whom it may Concern : Complaint ( s ) : 1. When a Flex Modification Approval package solicitation is offered by Mr. Cooper d/b/a Nationstar ( servicer ) to XXXX XXXX ( borrower ) and accepted by XXXX XXXX and a scheduled payment is made with the assistance of Mr. Coopers representative can Mr. Cooper rescind the offer when the terms were accepted and complied within the established deadline and pursuant to Mr. Coopers offer of Flex Modification approval package ( i.e., See Attachment # 14 ). 

2. Can Mr. Cooper ( servicer ) commence legal foreclosure procedures incurring fees to XXXX XXXX XXXX borrower ) while an application and/or appeals is in place and XXXX XXXX XXXX borrower ) has been actively communicating where certain protections should have been entitled during the evaluation review process. 

3. Is it deceptive practice from Mr. Cooper ( servicer ) to deny Flex Modification and offer Payment Deferral when a borrower has appealed to reevaluate loss mitigation for Flex Modification but denied and offered Payment Deferral ( i.e. XX/XX/XXXX and XX/XX/XXXX see attachment # XXXX and # XXXX ) and then later has been approved for a Flex Modification plan ( i.e., See Attachment # XXXX ) within a short period and then Mr. Cooper proceeded to deny Payment Deferral plan ( i.e. See Attachment # XXXX ) and on or about XX/XX/XXXX Mr. Cooper proceed to reject Flex Modification approval package ( i.e., See Exhibit B in Appendix ). 

4. Is it deceptive practice from lender to request documentation to be submitted by borrower on multiple occasions delaying the process of loss mitigation and request that XXXX XXXX ( borrower ) reapply and restart the process for loss mitigation process and prolong or evade the options for loss mitigation. 


Complaint by Borrower ( i.e., XXXX XXXX XXXX : I, XXXX XXXX submitted an application for loss of mitigation on and before the XXXX date requesting assistance from Mr. Cooper ( i.e., Servicer ). Throughout the process, I received multiple requests to resubmit documentation which I complied to each of the requests by submitting the requested documentation. On and about XXXX, I received a letter from Mr. Cooper ( see attachment # XXXX Loss Mitigation Evaluation Notice ) indicating Flex Mod and Payment Deferral was denied. I called Mr. Cooper shortly thereafter receiving the XXXX denial for Flex Mod and Payment Deferral to see whether I could appeal the decision. Mr. Coopers representative advised me to reapply for the Flex Modification which I later received a letter from Mr. Cooper ( see Attachment # XXXX Internal Mod Letter ) that included the application to reapply for loss mitigation, I submitted the application shortly thereafter. On or about XXXX ( see attachment # XXXX ) a letter was sent from Mr. Cooper indicating the Payment Deferral was approved. I called Mr. Cooper on or about after receiving the XXXX Payment Deferral and inquired on status of Flex Mod but was told that I was only approved for the Payment Deferral Plan. I accepted the deferral agreement because the fear of foreclosure was imminent. I was in a position to accept the terms of the payment deferral or face possible foreclosure, although the likelihood of me struggling to make the deferral payments was still present, especially since there would be an escrow shortage added to my account, I did have any additional recourse from Mr. Cooper, and scheduled an online payment for XX/XX/XXXX. 

On or about XXXX, I received status of approved flex modification including the timeline that I had to either call or send a letter of my acceptance OR send my first trial payment by XXXX. On or about XXXX, I called the lender inquiring about the status of the flex modification approval given that there had been a series of denial and then approval and was receiving conflicting resolutions. During the XXXX phone call to Mr. Cooper, I was told I can select from either the Payment Deferral approval or Flex Mod Approval Package which I indicated unequivocally that I would accept the terms of the Flex Modification Package. I asked whether there was anything else required on my part to accept the terms of the Flex Mod Approval Package and was informed by Mr. Cooper that all that was required on my part was to exercise my verbal acceptance of the offer for the approved Flex Modification package which was fulfilled over the phone with Mr. Coopers Representative. I scheduled my first trial period payment for the month of XX/XX/XXXX over the phone with the assistance of Mr. Cooper and within the subscribed date given by Mr. Cooper ( i.e. Attachment # XXXX ). 

On about XXXX, I checked my online account with Mr. Cooper and discovered that the trial payments were no longer visible on my account with Mr. Cooper website which prompted me to contact Mr. Cooper on XXXX via a phone call. Once connected with Mr. Cooper and via a phone call with Mr. Coopers Representative, I was informed that the Flex Modification Offer was no longer valid. Giving the following decision by Mr. Cooper, I am requesting the Consumer Financial Protection Bureau to review my complaints.

Company response to consumer: Closed with explanation