Consumer complaint received 2020-06-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Nationstar Mortgage XXXX Mr. Cooper called me today XXXX/XXXX/2020 through their representative XXXX XXXX at XXXX and finally acknowledged Mr. Cooper did receive after multiple submission my written request for a 180 day forebearance due to Covid-19. 
However, XXXX XXXX argues that he is not allowed to obey the Federal mandate and input the request the he states only takes " two ( 2 ) minutes ''. Nationstar Mortgage XXXX Mr. Cooper is ignoring the mandatory language of the act Nationstar Mortgage XXXX Mr. Cooper CARES Act 4022 ( b ) requires servicers of federally backed mortgage loans to grant forbearance requests from borrowers experiencing a financial hardship due, directly or indirectly, to the COVID-19 emergency. 
I provide Nationstar Mortgage XXXX Mr. Cooper my written attestation. CARES Act 4022 ( c ) ( 1 ). Once the borrower has affirmed the COVID-related hardship, the servicer must provide the forbearance.

CARES Act 4022 ( b ) ( 1 ) explicitly provides that borrowers are eligible regardless of delinquency status. 
Nationstar Mortgage XXXX Mr. Cooper has ignored the fact that they have full notice the property is not vacant. Without cause the sent someone to my property blasting out in my culdesac in front of my daughter their intended purposes in front of my neighbors. 
XXXX XXXX Lender Letter 2020-02 ( updated XXXX XXXX, 2020 XXXX XXXX XXXX to XXXX XXXX, 2020 XXXX XXXX XXXX also informed me that I do not have any online capability with Nationstar Mortgage XXXX Mr. Cooper as they have been disable and therefore no ability to utilize procedures they have put in place to assist consumers electronically during this pandemic. 
Nationstar Mortgage XXXX Mr. Cooper claims to be servicing a loan on the behalf of XXXX XXXX as they have indicated in my BK case. Yet, Mr. Cooper continues to defy Federal law ( C.A.R.E.S ACT ), The authority of its regulators ( Joint Statement on Supervisory and Enforcement Practices Regarding the Mortgage Servicing Rules in Response to the COVID-19Emergency and the CARES Act ), and the mandates of XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX tells me I have to track down Mr. Coopers lawer and negotiate a forebearance with a their lawyer. The CARES act has no such requirements. Fannie Mae in a letter to all servicers gave specific instructions that state the complete opposite. 
" Under the terms of the CARES Act, borrowers may request loan forbearance, regardless of delinquency. We are aware that some borrowers who are presently in bankruptcy have been placed on forbearance plans. When this occurs, the servicer or MDC firm should prepare and file a Notice of Forbearance with the Bankruptcy Court, notifying the Court that post-petition payments will be suspended for the duration of the forbearance term. " The requirement of tracking down a lawyer of Mr. Cooper 's in order to have the forebearance that takes 2 minutes is an unnecessary and undue hardship for consumers who are in bankruptcy. 
" If the forbearance term is extended pursuant to the CARES Act, a second Notice of Forbearance should be prepared and filed. '' " Fannie Mae will reimburse servicers for legal fees of {$100.00} per Notice of Forbearance prepared and filed in connection with a CARES Act forbearance plan. Fannie Mae will reimburse for up to two Notices of Forbearance per bankruptcy proceeding. '' In the last week and a half we have buried two ( 2 ) family members and are struggling to remain hopeful for the outcome of 2 others. Having been in contact with my employer this week and discussing delays due to covid-19 and I already know that it will be much longer than we anticipated for my income stream to start to flow again. 
I am requesting the additional 180 day extended forbearance in this complaint as Mr. Cooper a.k.a Nationstar is still proving to be dishonorable with respect to its business and consumer mortgages. I have honor in all financial obligations I enter.

Company response to consumer: Closed with explanation