Consumer complaint received 2022-03-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: MA

Complaint narrative:
I did a refinance in XX/XX/XXXX, with then NationStar, now called XXXX, this refinance had a balloon payment due in XX/XX/XXXX. At this time, I had a plan in place to pay the loan off sooner. Life takes turns and I never even thought of XXXX insurance, as a chapter XXXX attorney emailed me over this past weekend that I should have and shaming me for not having it ( not retaining this smug piece of work ) I was severely hurt in a work comp accident in XX/XX/XXXX, nearly losing my life and so of course you know what happened from there. I've been out of work all of these years and only started to work part time last year. When I contacted MrCopper early last year, XXXX , they were basically ignoring me and I knew that the clock was ticking. So I choose to seek out another lender/servicer, which I did. XXXX XXXX, based out of XXXX, Colorado. By this time, now into mid XXXX, MrCopper reappears into the picture and they had an offer of a fixed rate, .75 % lower than XXXX XXXX. I specifically asked XXXX XXXX, at MrCooper, XXXX, if we would have enough time to close by the XX/XX/XXXX deadline? XXXX assured me that we did, as he told me that I would now have to sign off on the XXXX XXXX application, as Fannie Mae doesn't allow two open mortgage applications at the same time, for the same applicant, with the same investor. XXXX, perhaps I should have stayed with XXXX XXXX, although at this point, they were showing signs of " playing games also '' XXXX XXXX, XXXX & XXXX - along with his coworker, XXXX XXXX & XXXX. So I either emailed/texted all financial documents to XXXX, always in less than 24 hours and I met all of their criteria for obtaining this new mortgage. I have copies of all emails/texts/phone calls to XXXX. I was calling relentlessly for XXXX weeks, before I found out on XX/XX/XXXX, when XXXX finally decided, after my talking with his boss and other coworkers, that maybe he really should call me. We were on the phone for over an hour ( of which I have a copy of the call still ) and he basically said that we didn't meet the deadline with underwriting and basically " oh well that's life '' his whole demeanor was completely unprofessional, basically he could have cared less and had better things to do with his time. I kept talking and asking questions, that's why the call lasted so long. I reminded him of his reassuring me back in mid XXXX, no response, of course. He then mentions " you can just do a home loan modification '' Nice try XXXX, I called that dept. and they came up with some fabricated story, I feel and now said that I've waited to long, so I asked XXXXwhat 's to long? '' I was then told, within the 60 days of being in default status. So I said that " I guess that I missed this by just about 20 days? '' I was told, yes. Totally unconscionable that these people are so profoundly unprofessional/incompetent and knew full well that I am fast, getting absolutely no where. Every time you call customer service, for the very same question/problem, you get a different answer, its just totally unbelievable. No wonder why there is so much online with this company and not in a good/positive feedback/review either. Something must be done about this MrCooper in particular. It gets better though, LOL, it was suggested to me by customer service, to email their customer relations dept and explain the entire matter to them, what a complete waste of time that was, I did this on XX/XX/XXXX, well I'm still waiting for a response, not that I'm holding my breath. So I did meet with a chapter XXXX bankruptcy lawyer last year on XX/XX/XXXX, he made some suggestions and I haven't met with since, although I know that I will most likely have to. So to date, I never received anything in writing about this refinance not taking place, or any letter including the " XXXX  word '' however, I know that his is eventually coming. As my lawyer said in XXXX, is that I want to try and stay in " the drivers seat '' on this one, as my home is worth much more than what the balance with MrCooper is and that they would just sell it for that amount owed. When I'm wrong, I'm wrong and I will admit to being so. Well I'm XXXX bent, in keeping my house, I've sunk a ton of money into it/the property, just in the last 7 years alone and completely resent being treated like a bag of trash!!! I'm standing my ground and will do all that is possible to expose them even further, for what they really are. So now last XXXX, I decided to go to a local bank for possible refinancing. ( mind you at this point, I'm already approaching 90 days in default, and of all things, on my mortgage!!! Fico drop from XXXX down to a XXXX, yes you read right and still on the decline, as I'm writing this, thank you MrCopper for the outstanding job that you have done of COMPLETELY DESTROYING my Fico score, a job well done, you all must be proud/celebrating by now ) So I had all the required documents/financial statements/proof of residency/etc., it all looked " very good/promising '' a I was told by the assistant loan officer. Interesting as this officer pulled my credit report, she never noticed the at least 60 days late on this mortgage, at that time? So now I receive a call back from her, 10 days later stating this delinquency and that as a result of that, the loan is a no go. Wow, well I just learned something new today, I thought and I did, again, MrCopper had actually managed once again, to shaft me, for want of a better term. For me to do the 5 year payback on a now up to {$110000.00} and growing as I type ( they wouldn't even waive a late fee for me of {$32.00}, even though I always paid within the 30 day thresh hold to maintain a positive Fico score ) is really putting me to the utmost extreme situation, but if I have no other option, I will, as I truly love my property, that much. Seriously, thank you very much for reading this " cry for help '' and even if mine, doesn't go anywhere, that's life I guess and I can live with it, but if what I have stated today, helps just one person/family, then I've done my due diligence. With pleasure I will check the box below!

Company response to consumer: Closed with explanation