Consumer complaint received 2019-02-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: UT

Complaint narrative:
I'm writing this complaint concerning a dispute and Forbearance that was denied, and no fault of mine, but the company that was handling it.My name is XXXX XXXX I have or had a loan with XXXX XXXX. XXXX XXXX contracted a company to due collections and other dealings pertaining to Mortgages. This companies name is XXXX. I was having a hardship back in XX/XX/XXXX. I contacted XXXX to explain my situation. XXXX at the time explained my options. One of the options was to do a forbearance. I agreed that this would be the best solution to my hardship. They said they would send out the paperwork, that I needed to fill out and return by the end of XXXX. I agreed to the terms and to the contract. After I sent it in, they sent back the approval, and the Forbearance  would start on XX/XX/XXXXand end at the end of XXXX, and at that time I could decide to do a modification or refinance my loan. my payment would be for the amount of XXXX at the first of every month until XXXX. I called in the first payment and it was a check for the amount of XXXX. It was written from my church. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and banked through XXXX XXXX XXXX XXXX XXXX XXXX. I was abler to get a confirmation that it was accepted. I then sent my second payment for the amount of XXXX. No problems. It wasn't until the end of XXXX that I received letter stating my forbearance  was terminated due to a routing number. They stated that they must receive a letter from the bank confirming that the routing number had not changed. I called immediately to see what they were talking about. They could not give me any information except to dispute it and reapply for another forbearance. I sent a dispute a couple days latter to the fax number they given me to send my dispute. A couple weeks later I received the papers to do another forbearance. I then called weekly to follow up. I called weekly from XXXX to XXXX. I would call and they would tell me everything looks great XXXX XXXX not to worry that it is in the process and to call again in another week to follow up or find out the results. After numerous calls and frustration, I was able to get a answer, after demanding and waiting on the phone over 2 hours, the young lady came on and said sorry. She said she was sorry for both the forbearance and my dispute being turned down. I asked why and she couldn't give me a answer. In the dispute I sent a letter from the bank, a copy of the check, and all the other information to show that the routing number was good no changes and the check was good. XXXX never tried to put the check through, this is from the bank that covered the check XXXX XXXX XXXX. XXXX cancelled my forbearance without calling or notifying me, until almost 3 months later. I didn't have any idea that my forbearance  was cancelled until months later, or that XXXX never tried to put the check through the bank. I was devastated and continued to do everything I could to work with XXXX and to show them this was not any of my fault. I spent 3 months waiting and calling continually every week to solve and get answers to this dilemma. All this time they were telling me not to worry, that it seemed to them it would go through. I even ask for supervisors and Managers to help or get involved. I only received from the customer service that a supervisor would go through all the calls and recordings and get back with me. I received nothing. In XXXX after I was told that the forbearance and the dispute was turned down, that if I couldn't come up with the arrearages that foreclosure would start. I was beside myself. My new wife couldn't handle it and we separated. we had to tell our children, they were devastated. I received a letter from XXXX, stating that they have sent it to a foreclosure  attorney and I needed to contact them. The XXXX week of XXXX I receive another letter stating that XXXX is longer involved. That they sold or sent my loan to a new company called XXXX. It stated that the loan will be with XXXX starting XXXX and that I would need t contact them and not XXXX. I've contacted XXXX, I even did a modification. when I spoke to XXXX told them what has been going on, they stated that it did not matter, because I was now with them. I asked them about my modification and they stated it probably wont go through and I should try and sell as soon as I can. They also told me that I need to contact the attorneys involved. I ask the name and phone and it was the same foreclosure attorney as XXXX. There shouldn't be any reason why this is happening. If XXXX would of deposited the check, my forbearance would of never been cancelled. It doesn't make any sense why they didn't even try. and after knowing that there wasn't any problems they didn't do anything to help. and they got gave my loan to another company without resolving any of the issues. XXXX also wasted 3 to 4 months getting back with me or answering anything to do with the forbearance or dispute. They added late fees and added appraisal fees, added for a person to come to the home continuously to see if it was occupied by us, and I'm not sure but I also think that they charged to to the forbearance or redo the loan. They told me to hold off in making any payments until the issues were resolved. I don't understand why they keep me going on for months.why did it take months. why couldn't anyone give me any answer until months later. My family and I are devastated and don't understand why they would do this. Please investigate or help us in this serious matter. Thank you XXXX XXXX

Company response to consumer: Closed with explanation