Consumer complaint received 2019-06-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution. 

I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX. 

My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer. 

Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution. 

Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX. 

This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX XXXX, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through the HAMP, Hardest Hit Funds, Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX XXXX, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XX/XX/XXXX. I will have no office contact while out and will respond when I return Wednesday XX/XX/XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX XXXX  : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery. 

The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. 

Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX XXXX, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XX/XX/XXXX XXXX XXXX XXXX XXXX # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- CC : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Settlement XXXX and XXXX ; XXXX XXXX, XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group,  Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, XXXX XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, California Monitoring Office, Consumer Protection Clinic, of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX Office of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   XXXX, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation