Consumer complaint received 2022-05-24 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: MI

Complaint narrative:
Filing a complaint against : Mr.Cooper XXXX XXXX XXXX XXXX, TX XXXX On XX/XX/XXXX I submitted a Flex Modification request to Mr. Cooper for assistance in getting a monthly mortgage payment lowered. I utilized the Covid deferment period for most of XXXX & some of XXXX. My relief period was ending, and I was trying to decrease my monthly payment to an affordable amount. 

I received a letter dated XX/XX/XXXX offering a loan modification trial period plan. The letter states If you satisfy all of the terms of the offer, successfully complete the trial period plan by making the required payments, and return a signed loan modification agreement, we will sign the loan modification agreement and your loan will be permanently modified. The trial period plan required three consecutive payments of {$1700.00}. Then this would become my permanent monthly payment. 

I contacted Mr.Cooper on XX/XX/XXXX and spoke with XXXX. I verbally accepted the offer. The three required payments were made as follows : XX/XX/XXXX PAID {$1700.00} via phone with XXXX. 
XX/XX/XXXX PAID {$1700.00} via phone with XXXX XX/XX/XXXX PAID {$1700.00} via phone with XXXX XXXX # XXXX I was instructed at that time to watch the mail for the modification documents. They were to be signed and returned. It was my understanding that the next payment of {$1700.00} was due by XX/XX/XXXX. 
My account is usually paid through the company website at www.mrcooper.com. I watched the mail, email, and online account for communication from Mr. Cooper. The online account would now allow a payment because the loan documents were being processed. Worried something would go wrong I called via phone on XX/XX/XXXX @ XXXX and spoke with XXXX XXXX I was trying to make the required payment. I explained that I had received the mortgage document, signed it, and sent it back via the XXXX provided envelope on XX/XX/XXXX. XXXX XXXX, the system won't allow a payment until the paperwork is processed. He advised me to monitor the online account for changes. I was told that the account was in good standing at this time. 

Then I received a second letter dated XX/XX/XXXX which stated At least one required signature is missing from the Modification Agreement and Corrections Agreement we received, or at least one signature didnt match the printed name. It also states At least one borrower did not correctly date the Modification Agreement and Corrections Agreement we received. They enclosed two copies of the Modification Agreement and Corrections Agreement, and requested that I re-sign all documents and return them. Although I know that I am the only name on this account, and that I only sign my full name on legal documents I did as they requested. On XX/XX/XXXX I signed and mailed this second set of documents. On XX/XX/XXXX I attempted to call the customer service number in the received letter XXXX, again trying to make a monthly payment of {$1700.00}! The online account was still not allowing payments. I called three separate times @ XXXX EST, XXXX EST, and XXXX EST. All three times I followed the automated prompts and then the line would disconnect. I continued to monitor my email and the website for changes that would allow a payment to be made. NO CHANGE for the entire month of XXXX. Then on Friday, XX/XX/XXXX the status of my account changed to DECLINED! Full amount due immediately. 

I contacted the customer service center on Monday, XX/XX/XXXX ( the next business day ) to figure out what was happening. I spoke with XXXX who explained that they had received the signed documents and that someone had been trying to call my cell phone but I was not answering so they DECLINED the paperwork. I inquired if they had attempted to email me, she answered no. I inquired if they sent me some contact in writing via mail, she answered no. I begged her to speak to a supervisor and have the decision made on Friday reversed. I explained the dates and timeline of my communication with Mr.Cooper to the representative. I also explained that financially I absolutely CAN NOT afford to pay in full nor can I afford any amount above {$1700.00}!! XXXX took it upon herself to create the solution of submitting the same documentation used for the first Flex Modification application offer to be re-evaluated by the loan modification department. This resulted in the current offer from Mr.Cooper to commit to ANOTHER trial period of three months, however, this time the monthly payment requested is {$2400.00}! 

My original mortgage payment was {$2600.00}! 

The intent of my phone call on Monday, XX/XX/XXXX was to APPEAL the decision made on XX/XX/XXXX. I had 14 days to submit an appeal. XXXX, an employee of Mr. Cooper, dismissed this right and re-submitted my information without my consent. I attempted to contact the Customer Service Department again on XX/XX/XXXX at XXXX EST to find some help and I received a verbal message that the department is currently CLOSED. It instructed me to call between XXXX XXXX XXXX time. ( That would be XXXX hour behind me in XXXX time. ) The call was placed at XXXX Central time! 

I believe that I have been wronged here. I followed all requests that they made. I made the trial period payments of {$1700.00} with the intention of CONTINUING to pay this amount. I did investigate the phone number used to contact my cell phone. This phone number does not identify the caller at all AND zero voice messages were left for me! I thought the caller was spam!! It is my claim that this company had no intention of honoring the original offer sent to me on XX/XX/XXXX. They will not provide proof that the original signed documents submitted on XX/XX/XXXX were NOT signed and dated correctly. I know that I signed and dated those documents correctly. All I am asking is that the agreed payment amount of {$1700.00} be honored. 

It is so disheartening to come through a pandemic ( financially assisted by the federal government ) just to be foreclosed on by a shady company! Please help me to open a line of communication with this company so that I can afford to continue making my house payment!!

Company response to consumer: Closed with explanation