Consumer complaint received 2019-03-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
I received today XX/XX/XXXX from the XXXX XXXX, XXXX that my house has been scheduled for public auction sale on the XXXX of XX/XX/XXXX while at the same time a Short Sale which has been approved by Mr. Cooper is still in progress ; a violation of Dual Tracking law in Virginia as well as by the Federal law. XXXX XXXX, XXXX claimed that the advertisement about the sale is enclosed in the Auction Sale letter I just received today ; that is a lie because I could not find such advertisement enclosed in the letter. 

On XX/XX/XXXX I received a letter that was dated XX/XX/XXXX from Mr. Cooper and I quote " If you are not able to continue voluntarily paying the mortgage, your best option may be to find more affordable housing. You may be able to either surrender your home through a Deed in lieu of or sell your home and use the proceeds to pay off the loan, even if the proceeds are not enough to pay the loan in full ( short sale ). '' I asked my Sale Agent to call Mr. Cooper for Short Sale approval. She did and the Short Sale was approved. She was told that in order to proceed with the short sale we must participate in Mr Cooper Short Sale Validation Program and asked to submit certain documents which she did, The Terms and Conditions said and I quote " You ( that is me ) are responsible for all maintenance and expenses on the property through the date that it is sold. '' That was exactly what I did and vacated the house, The house was sold through an Auction Sale scheduled by Mr. Cooper on XX/XX/XXXX and XXXX of XXXX. There was an offer made and Mr. Cooper accepted and approved the offer. In fact I had a client who gave Mr. Cooper an offer in the XX/XX/XXXX and Mr. Cooper rejected the offer and said that the offer {$520000.00} was too small. On XX/XX/XXXX, I was no longer living in the house and I got a call from the XXXX County Sheriff that the interior of my house was severely damaged. I asked the sheriff how. He told me the interior was damaged by pipe bust in the house due to the cold weather. He instructed me to get in touch with my mortgage company and the Insurance company immediately which I did. Despite the damage, the Offeror at the Auction Sale is still interested in buying the house. Mr. Cooper was told about the Offeror 's intention and according to my Sale Agent Mr. Cooper has arranged for Appraisal Ccompanies to appraise the house so that they can re-negotiate a new offer with the original Offeror. The appraisal was completed on XX/XX/XXXX according by a representative at Mr. Cooper Short Sale department, and we still have haven't heard from Mr. Cooper as of the time of my complaint about the appraisal result. Instead, I got a letter from the XXXX XXXX, XXXX that my house is now scheduled for Auction Sale on XX/XX/XXXX. What Mr. Cooper know how to do best is to foreclose. Nationstar, now Mr. Cooper know how to move with bolt and lightning to foreclose on a mortgage but very very slow at snail 's pace to do other things like Loan Modification and Short Sale. This is because Mr. Cooper will benefit more on foreclosure as opposed to Modifications and Short Sale. Mr. Cooper has again engaging in playing hard ball as usual, engaging in delaying tactics, lies, giving dancing around and asking for documents to be submitted over and over again. I was told today again to ask my Sale Agent to  submit HUD documents that she had already submitted in the pass. The name of the person I spoke to today is XXXX of Mr. Cooper Short Sale department. I am finding it very hard why Mr. Cooper is playing this kinds of dirty game.

Company response to consumer: Closed with explanation