Consumer complaint received 2024-06-02 00:00:00
Product: Mortgage — Conventional home 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: MI

Complaint narrative:
We are contacting you to file a complaint against our mortgage company Mr. Cooper. We have owned our home for 6 years and never had a problem with the mortgage payment until my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  We went through a great deal of hardship but were able to get back on our feet and tried to get Mr. Cooper to work with us to get back on track with the mortgage. I was shocked and surprised at the way they handled the servicing of our loan and our requests for borrower assistance programs. Their agents were well aware of our situation, and we attempted to resume making payments but they refused to accept the regular payment and provided an inflated amount that was significantly increased due to additional late and junk fees. 

My husband XXXX has worked in the XXXX XXXX since he was XXXX. He unexpectedly lost his XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We received insurance money to cover the loss but there was a gap between what was owed on the vehicle and what was covered. We were forced to come up with XXXX XXXX out of our pocket and since XXXX XXXX XXXX XXXX at the time we could not come up with the XXXX payment. I called Mr. Cooper at that time, and was told there was nothing they could do to help? This is a XXXX backed loan and there are multiple programs available to help due to income loss, unemployment or hardship but their agents denied access to these programs and told me we just needed to figure it out. By XXXX we were in a better place as XXXX had just started XXXX XXXX XXXX and I tried to call in to make a payment but was told that Mr. Cooper would not accept our payment and that we had to reinstate all missed payments PLUS all of the fees which we could not do. So we fell behind another month. 

I followed up again in XXXX and for the first time one of their agents said that we could apply for a loan modification. Why did the agent not tell us about this option in XXXX when we first contacted Mr. Cooper due to our financial hardship? Since this is a XXXX loan backed by XXXX XXXX there were multiple options available as soon as our hardship began. We submitted the documentation several times and eventually were reviewed and told that we were denied for one program and that the only option was to reinstate. I called back a couple of more times to see what other programs might be available through XXXX XXXX and when I spoke to someone on XX/XX/XXXX the agent said that there is a questionnaire that was never filled out for a verbal review. This is called a XXXX and the agent said that since we did not do that review we were denied and now it was too late to do the questionnaire because we had a foreclosure sale date? No one mentioned this questionnaire or situation on the multiple calls I made to Mr. Cooper. To me this is more evidence of the unethical servicing practices by Mr. Cooper. 

I am very upset that from the 2nd month that I missed a payment I was not allowed to try and catch up by making a single payment -- -every time I called I talked to somebody different and I would have to tell the whole story again and it was very frustrating. Why didnt anybody at Mr. Cooper tell us about the questionnaire that needed to be filled out?? Mr. Cooper refused to postpone the foreclosure and we were forced to file a bankruptcy in order to save our home that my husband and I live in with our XXXX boys XXXX XXXX XXXX XXXX This whole situation is bad and wrong.

Company response to consumer: Closed with explanation