Consumer complaint received 2024-02-18 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
I bought my house in XXXX with a USDA loan. I have never had any problem with the mortgage or making my payments until XXXX affected my family resulting in loss of income. I now find myself in the beginning stages of foreclosure because of the way that Mr. Cooper handled the servicing of our loan and the CARES forbearance. The delays and misplaced paperwork and excuses continued to pile up after the forbearance ended and after 9 months of getting the runaround I am told I am too far behind on the loan for help and I have to reinstate the full past due amount of {$21000.00} or they are going to start the foreclosure process. This seems wrong and unethical, this was a government program designed to help homeowners like me with USDA loans and it helped at first but now it threatens to lead to me losing my house, and I blame Mr. Cooper and their bad business practices. 

When XXXX hit my county business dropped but I was able to hang on and scrape and keep up with the bills until beginning of XXXX. At that time my wife and I were both sick at the same time and could not keep up. I reached out to Mr. Cooper to find out what could be done and was offered the CARES forbearance, which is a program that helps homeowners skip payments temporarily while going through their struggles with the understanding that when the forbearance ends and I am back on my feet that the bank will work with me on a plan to work out the payback of the missed payments. The first part worked the way it was supposed to as I was able to get a 12 month forbearance through this CARES program. The problem began when I tried to work with them towards a plan to address the missed payments. I was back on my feet and able to make my payment again but their staff said they could not accept my mortgage payment. They said I needed to go through the loss mitigation process. Well that has been a total disaster as I have spent over 9 months going round and round with Mr. Cooper trying to get my information reviewed. It was so difficult that it almost seems intentional, and eventually I received a letter telling me I am so far behind after spending almost a year trying to get a review that I dont qualify for any type of help!! 

I work as a XXXX  and my wife XXXX is a XXXX XXXX. We have XXXX children living in the home ages XXXX, XXXX, XXXX and XXXX. After the 12 month forbearance ended I was doing fine and wanted to resume making my regular payment but their office told me I could not and had to go through this process. This process dragged things out and added another year of missed payments and now they are telling me that I dont qualify for any type of retention options and have to reinstate. Since I have a government backed loan Mr. Cooper is required to offer the CARES program and I do not think they have the right to demand reinstatement, they are supposed to work to find an option to address the missed payments. If this would have happened shortly after the forbearance ended when I first sent in paperwork I dont think I would be in this situation. Instead Mr. Cooper repeatedly told me they could not work on the file because a document was missing, or it had the wrong date or it had been misplaced and now I am facing losing my house. This is wrong. I really really need help with this situation with Mr. Cooper. All I want to do is start making my payment again and saving this house for my kids.

Company response to consumer: Closed with explanation