Consumer complaint received 2021-08-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
when i log into account it has untrue or confusing information. I have been having a one sided conversation with this company for months now but somehow ive been put into this modification denial appeal phase and i dont know that even happened cause I didn't even know this was taking place until i read the letter they provided as a enclosure for the last complaint that was closed. So im to just give my information again to pay the extra interest that was incurred for stupidity and misinformation. Where was this foresight and proactiveness in XXXX XXXX AND XX/XX/ when documents were lost or " not received '' when income was counted when it was convey to officers in your company that the income wasn't supposed to be counted. So now we have Mr cooper all of a sudden looking out for the little guy yet while you're while conducting your investigation, youre ignoring my emails that you see daily and also while complying with all things federal you have time to have a third party contact me cause you cant get a hold of me but yet you confirm you get my emails. Very interesting logic. i didnt read anywhere in my contract where it said things liek this can take place the servicer can whip up a modification for the mortgagee without consent and its all in the spirit of good faith. Why wasnt this conducted in XXXX  when i was thousands less in the whole. after all the medical bills i shown you for my wife or after you had your financial disclosures that showed the amount of my XXXX that i exhausted sending the majority to you ( i paid two payments of XXXX XXXX XXXX ) come to you with first payment default not even a default i was just behind you lie said i needed to be delinquent to be considered i wait that period then get rejected cause of timely filing which was bogus and wasted time casue the ENTIRE time im struggling with the health of my wife and tryign to look for a job and im begging fo a letter or something i can show a perspective employer to show im working on the issue since i work in finance NOTHING then you us the fact that i didnt have income at the time to justify the reason why you lost my paperwork in the first place then when i get back on my feet and get a job you're continuing to count expenses that i told you that should ve been taken off errors after errors almost a foreclosure then the error is Finally recognized get a hard fault modification then the pandemic happens AND I SOMEHOW BUMP MY HEAD AND DIDNT SEND THE PAPERWORK BACK silly me oh boy im so silly get another modification denied for false reasons again in XXXX and XXXX now here we are with this farce of a service company trying to accommodate me with a modification i didn't ask for ... THANKS YOURE HELPING A LOT KEEP UP THE GOOD WORK so sorry for the inconvenience so sorry you're disappointed and don't understand the bind you put my family in and the daily torture and anguish i deal with. Thank you so very much!!

Company response to consumer: Closed with explanation