Consumer complaint received 2021-04-22 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
We were on the pandemic forebearence plan because of being affected by covid and loss of wages. We had applied for a modification 7 months prior to covid because our son became permanently XXXX and I am unable to work leaving my husband the only income provider for XXXX people. They denied us stating we had too much debt to income. Then months later covid hit. We took advantage of the pandemic plan and were on it just under a year. Once we got in a better spot we decided to try and start making our payments again so we started another loan modification with Mr Cooper so we could keep our house and afford the payments because we did not have the almost {$15000.00} we were off set from the forebearence. I started this process on XX/XX/2021. I was told that paperwork would be mailed to us to complete along with documentation that they needed. It would take about 30 days to receive and then I had a limited time to submit everything or we would be denied. By XX/XX/XXXX I still had yet to receive anything so I contacted Mr Cooper asking where the paperwork was and was informed to just complete the application online. When I went to do so, it would not allow me to so I had to call them back. It took them 3 days from that time to send me a link for the application. I completed the application along with submitting documents requested in XX/XX/XXXX. Everything said it was accepted and we moved to step XXXX which is review. On XX/XX/XXXX I checked and they had rejected a bunch of documents including my husbands 30 days of paystubs, our monthly income work up sheet, and the modification request asking why we were applying for the process. I called and talked to XXXX on that same day and asked why they rejected the documents and she said because I wasnt clear enough on why we asked for the modification and that they needed documentation proof my son was XXXX which I had already provided and they accepted. So I re did everything and submitted it for a XXXX time. XXXX days later they rejected my husbands paystubs again. So I called on XX/XX/XXXX and asked why those were rejected. They stated it said he received a bonus and they needed a letter in detail explaining what that was, which I provided that day. On XX/XX/XXXX they requested our most recent tax return which I sent in on XX/XX/XXXX. They rejected those as they stated they werent readable. I resent them in on XX/XX/XXXX. They rejected them again because all but the last XXXX numbers of our ssns were stared out for protection purposes by our accountant. I called and spoke with XXXX who told me that was why and I stated that was the only copy I was provided and I had given them everything that I have. I cant get ahold of my tax accountant as she is gone until XXXX and the IRS isnt taking phone calls to get anything from them, which my return isnt even processed yet nor did I receive my money. She stated to hand write our ssn on the documents and she would note the account and it would be ok. She also stated I had filled out the form giving them permission to get the exact things I was faxing from the IRS directly so it shouldnt be an issue either way. So I followed her instructions and faxed those returns in with the hand written ssn. XXXX days later they rejected them again. I called and spoke with XXXX who said they could not accept them because it could be considered fraudulent documentation. I asked to speak to a supervisor as I did what I was directed to do and was told would be ok and that I felt they were purposely rejecting documents to deny us a loan modification. She refused to let me directly speak with a supervisor but did communicate with one via typing while we were on the phone. They told her if I did not provide the correct documentation I would be denied a modification. She then instructs me to just wait for them to get it from the IRS and hope XXXX dont get denied because of the time sensitive process. I told her I was not going to do that as I already felt that thats what they were trying to do to me already and if we get denied this modification we would be homeless. She then also informs me that if we get approved for the modification and enter the trial period where we start making payment to complete that period they are going to start reporting all those payments that were paused during the pandemic period as late payments to my husbands credit report. I told her I would be contacting an attorney. This company just settled a XXXX XXXX dollar lawsuit for doing the exact same thing to many of their customers and clearly they are continuing to do it.

Company response to consumer: Closed with explanation