Consumer complaint received 2022-12-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
XX/XX/2022, I applied for the XXXX  XXXX program. I am in an active bankruptcy. 

Definition of XXXX : PROGRAM OVERVIEW : Up to {$75000.00} per household for expenses which may include : Mortgage reinstatementEscrow shortagesDelinquent property taxes and XXXX dues/feesMunicipal or property tax liensMortgage payments, including principal, interest, taxes, and homeowners insurance XX/XX/2022 : Mr. Cooper received a letter from XXXX asking if Mr. Cooper would accept funds from the XXXX XXXX XXXX Mr. Cooper has verbally confirmed & documented they accidentally sent a letter to XXXX objecting to receive funds which would allow me the benefit & right to participate in the XXXX  XXXX program. 

XX/XX/XXXX, Mr. Cooper 's bankruptcy 's dept rep specificly told me they do not object to receiving fund from the XXXX program or any HAF programs and asked me to obtain a letter from my bankruptcy attorney agreeing to their participation of the XXXX program, to support Mr. Cooper 's acceptance of the XXXX program. Mr. Cooper promised to correct their error by sending a letter to XXXX specificly stating that they " did not '' object to the XXXX program and will participate with receiving funds. 

I regularly sent emails and follow up calls during ( XXXX XXXX ) to ensure that Mr. Cooper made good on their promise to remediate their error. Unfortunately I was disappointed to know that the specific letter Mr. Cooper promised to send was never sent to XXXX and XXXX stated that as of XX/XX/XXXX, I was denied the XXXX program because Mr. Cooper failed to send XXXX the coorespondance to overturn the objection that was inadvertently was sent error, as promised to me. ( recorded calls are available ) As of today Mr. Cooper has stated that they are trying to remediate the problem they created in XXXX and that I am now to contact XXXX not Mr. Cooper for status on the XXXX status. 

Mr. Cooper 's negligence, admitted error, failure to resolve timely ( timeline XXXX - XXXX ), and significant impact to jeopardizing my receipt of state assistance during my hardship is unacceptable, I also believe their actions maybe discriminatory and the process has been extremely exhausting and stressful for me and my family. 

I am requesting an investigation of Mr. Cooper 's actions and remediation with a desired outcome to compensate me the amount of funds I would receive from the XXXX program as described in the " XXXX XXXX XXXX '' as listed above. 

I must state that I have spoken with over 10 representatives over the past 5 months from Mr. Cooper all on recorded lines and have also sent written correspondence. All have confirmation that Mr. Cooper never objected to my participation in the XXXX program and they would resolve within 7 days. 

Everytime I would ask a rep when would the letter confirming Mr. Cooper 's participation/acceptance would be sent to XXXX, to resolve Mr. Cooper 's error the response was always " a letter will be sent within 7 days. '' I have been told that a letter will be sent within 7 days since XX/XX/XXXX. I have diligently followed with Mr. Cooper and XXXX up every 2 weeks since then. I am now being told to just wait and follow up with NJFMA with questions regarding the XXXX decision. This is unfair because the XXXX decision is based on the service 's response. 

How can this be when the error was with Mr. Cooper. More importantly I am very concerned that I am in jeopardy of loosing my XXXX XXXX and Mr. Cooper is demonstrating unfair Mortgage practice. 

Your assistance would be greatly appreciated. 

XXXX XXXX

Company response to consumer: Closed with explanation