Consumer complaint received 2022-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
XXXX XXXX XXXX Attachments XXXX XXXX  ( 0 minutes ago ) to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX I am writing due to the fact that I was approved for a modification XXXX XXXX, XXXX after an initial declined request for modification just previous. 

I filed an appeal and was approved for the modification with 3 trial payments I could not be late on. Trial payments I made were : XX/XX/XXXX for {$7500.00}, XX/XX/XXXX same {$7500.00}. AND - due to conflicting billing from Mr. Cooper- I received an email and statement stating that I owed {$8100.00} as of XX/XX/XXXX. I kind of panicked forgetting I had already made the payment since I did not want to take a chance being late. So, I paid that as of XX/XX/XXXX. THIS ultimately turns out to be the problem. 

I met that and had constantly been checking on line and calling the bank wanting to know what the holdup on the documents for modification were - and - how much was the payment going to be? 

I spoke to XXXX in Loss mitigation XX/XX/XXXX - XXXX I believe in customer service XX/XX/XXXX - I was repeatedly told - yes, you made all your payments AND the papers are on the way. I am sure you can check your records and you will see I called probably twice weekly getting the same 'sending them " even though I told them the approval said it should only take XXXX - 10 days which was long past. 

Then they sent me to Escalated Fulfillment processing as of XX/XX/XXXX - spoke to XXXX. 

Next day - called and emailed the 'escalation team '. 

Bottom line- without notice, information, accurate employee knowledge and persistent calling- turns out that the payment I made on XX/XX/XXXX for {$8100.00}. 'brought my loan up to date ' - even though it was never late in the first place. I finally am told - oh, well now you don't need to modify as of LAST WEEK XXXX - AND I asked the supervisor and said I was shocked! I then said what can I do immediately to correct this? He said, nothing, until their 'review team ' releases something I can not do anything. 

In the meantime I am getting bills showing I was due XX/XX/XXXX- which was never the case, and now late - wrong and completely conflicting terms again for modification.. That prompted many calls from me and these 'rhetorical responses ' is what I got every time. YOUR SYSTEM IS A MESS. 

I explained repeatedly - I filed online 'tickets ' repeatedly asking for feedback and assistance probably 5 or 6 times only to receive a letter apologizing but I would need to XXXX customer service yet again with no help at all. 

At this juncture I want the loan MODIFIED. I have been through financial XXXX for the last 2 years mostly with COVID changes in Banking and massive income losses. Losing 2 jobs- all explained in the rebuttal to you all and then it was approved. 

This loan is currently amortized for 20 years. I would like to modify it to a 30 year term and lower the payment significantly to under {$5400.00} including TAXES and INSURANCE - but either way I expect this bank to honor the approved modification. 

I am working and making money now but enough to pay my mortgage and living expenses. My income dropped about 80 % and due to the financial unrest - and no longer working directly for a BANK - the company I was with, Guaranteed RATE - ultimately LOST EVERY INVESTOR AND LOCKED loans I had in the pipeline with them to close since banks cut off " Mortgage companies ' in XXXX of XXXX and it only got worse - hence my financial nightmare with them and perpetual complaints to no avail. 

I have my attorney cc 'd on this as I had to file Chapter XXXX Bankruptcy just last week. I am never going to miss mortgage payments and so intend to absolutely reaffirm but in the meantime I want to finish the modification and get the billing corrected.

Company response to consumer: Closed with explanation