Consumer complaint received 2023-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: MN

Complaint narrative:
Company : Mr Cooper Account XXXX XXXXXXXX XXXX XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX MN, XXXX Hello, I originally contacted the Minnesota attorney general and they suggested I contact at this agency in regards to this matter. I originally contacted my loan servicer Mr. Cooper back in XX/XX/2022 in regards to a financial hardship asking for options. I was given a forbearance option and was told that at the end of the forbearance they would put the missed payments at the end of my loan, not affecting the other factors of my terms such as the interest and payment amounts. I went through several questions with the representative that I initially spoke to ; the last question that I asked was if there was anything else that I needed to know because I couldnt go through with this process, if it would bite me in the XXXX in the end, because I could not afford a larger payment. I was very open with a representative, and he was aware that I was on XXXX, and in the home with me was my XXXX son, ( who is XXXX ) and my XXXX year old, XXXX aunt who is the other signer on the loan with me. The representative assured me I had all the information and was good to go. Told me I could stop making payments for the term of the forbearance and that if I needed more time I was eligible for up to 12 months in three months increments. As a result, I did extend an additional three months for a total of six. I contacted Mr. Cooper during the fifth month to prepare for my long to go into repayment, and they notified me that I was not eligible for the program. They then told me they would submit an application for a different program to do a modification since my account is now past due because of the forbearance. When they got back to me with the results of the modification, they were presenting me with an option of a loan with payments of approximately {$700.00} more per month and a loan for 16 more years than I have remaining previously resulting in hundreds of thousands of dollars more That I would pay over the term. I refuse to sign the modification because we can not afford {$700.00} extra month per what I told them from the very first conversation. 

I feel like this is a bait and switch situation. Their company service is my loan and is responsible to give me the information for me to make an informed decision and they failed to do so. They leading me to believe that I did not have to make those monthly payments during that forbearance, I use those funds to pay other past due bills and medical expenses, they told me my only other option was to lose my house or pay my loan current. I feel like they sent me up to take my house and buy no means. Did they ever have my best interest in mind. 

I requested a copy of the record of phone calls and they refused said I had to get a subpoena which I would like assistance with because I want this to go public and I want them hold accountable so no one else falls for this. There are thousands of people online saying they did the same thing to them, and they need to be held accountable. This is despicable and horrendous. I dont understand how legally they can do this! 

I am currently begging, borrowing and pleading with everyone I know to come up with the money to pay my loan current so that two XXXX people and an XXXX woman dont go homeless due to this company, but how many other people are already on the streets ( or will be ) because of them and their companies lack of ethical and moral conduct. 

( Let me be clear if it wouldve been told to me that this was happening, or was a possibility of happening in the beginning I never wouldve agreed to the forbearance, and I wouldve made sure that those payments were made. I wouldve never prioritized medical bills, and things of that nature over my mortgage. If I wouldve known this was the outcome. I wouldve let the other past due things ruin my credit and kept my home. They never gave me the opportunity to make an informed decision, and instead waited till I was several months past due and at a point a lot of people cant recover from. ) Please Help! 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation