Consumer complaint received 2024-05-08 00:00:00
Product: Mortgage — FHA 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: FL

Complaint narrative:
This information is being sent in on behalf on myself XXXX XXXX and my husband XXXX XXXX for our property at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. 
On XX/XX/2023 we closed on this said property, after having a general inspection done on XX/XX/2023 by XXXX XXXX with XXXX XXXX inspection. This company used XXXX XXXX ( engineer ) for the FHAXXXX portion and sent a photo report of his findings to get approval for our loan with XXXX for FHA . Both the engineer and inspector said the home was ready for FHA and HUD permanent foundations act per FL guidelines. After closing and moving in we found the home to have hvac/roofing/and multiple things wrong with issues pertaining to the engineering on the home amongst multiple other issues throughout the home. We found a packet left in the drawer in the kitchen from the installer ( XXXXXXXX XXXX XXXX XXXX  ) hired by the seller XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX The packet included information for our address but showed they engineered the home according to a much smaller home named The XXXX, our model is called The XXXX. My husband and I went to the building division in XXXX that passed the home and issued the permits. After consulting with the supervisor we were told the building permit was wrong which was the 2nd permit on this file done faulty. We were advised to file an application/complaint with the XXXX XXXX XXXX XXXX XXXX XXXX which is what we did and by XX/XX/2023 we had a State inspector come out to do a thorough inspection. The report revealed several known defects that the county not only had the installers coming back and forth to correct during the initial set up far before the home was placed for sale ( these trips were notated in the packet we found ) but were also still not completed amongst multiple other hazards and defects with the home. All reports will be included with this statement. After 6 and a half months of reinspections and having the installer/seller try to get the home up to code, the file was closed out and we were given surety bond information which we could not use due to the home being purchased by the dealer under a different entity name XXXX XXXXXXXX XXXX XXXX XXXX that was then sold by XXXXXXXX XXXX XXXXXXXX XXXX to us, same person different entity name. At this point our insurance is being taken away due to the severity of the home, we are needing another place to stay because of the roof leaking, mold, unlevel and unsafe floors from faulty engineering/no site prep being done, the hvac system is still leaking, and several other issues causing unsafe and inhabitable conditions for my family and I. The HUD forms that were sent to underwriting during initial application for the home loan, labeled Builders certification ( 5 pages ) which includes the XXXX form was signed by the seller that misrepresented himself as the builder which according to FHA headquarters is FRAUD. We have an active case open with them because of negligence and fraud on this loan. This loan should have never been approved, and needs to be closed and we need help figuring out how to get this fraudulent loan taken care of. This home was supposed to be new and it's not, the seller is not a builder, the home is not insurable because of the defects, and yet we are still responsible to pay for this?! Please contact me so that we can resolve this matter. My family has nowhere to live because of this situation. All documents will be attached.

Company response to consumer: Closed with explanation