Consumer complaint received 2025-02-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
A previous complaint was filed with CFPB ( XXXX ) for pretty much the exact same problem I encountered with Mr. Cooper/Nationstar Mortgage LLC while attempting to complete a Loan Modification. Following the problem with the first Loan Modification, I was encouraged by Mr. Cooper to file a new Loan Modification Application for a successful conclusion. As encouraged, I went ahead and completed this Application on XX/XX/year>. 
On XX/XX/year> Mr. Cooper made the Loan Modification offer. This time the loan modification was set up with XXXX trial payments in the amount of {$1000.00} ( {$280.00} Principal & Interest and {$780.00} Escrow ) for the months of XXXX, XXXX, and XXXX. Each of those payments was to be made in full to the exact dollar amount of {$1000.00}, to be paid within the months of XXXX, XXXX and XXXX " by the last day of the month '' per the Trial Plan Agreement I entered into. The first payment was made on XXXX and posted to my account. The second payment was made on XXXX and posted to my account. The third and final trial payment was made on XXXX and posted to my account. Each payment was noted on my on-line Mr. Cooper account with a " Congratulations you have successfully made your trial payment ''. 
On XXXX the final Loan Modification Agreement was sent to me to be signed and returned by XX/XX/year>. I signed and returned the documents to Mr. Cooper on XXXX. On XXXX the Permanent Loan Modification documents were sent again to me to sign. I signed and returned them to Mr. Cooper on XXXX. On XXXX the Final Modification was sent to me for a third time, requiring that all parties sign the documents. Again those documents were properly signed as instructed by employees at Mr. Cooper and once again returned to Mr. Cooper on XXXX along with yet another copy of my Divorce Judgement and Quit Claim Deed. 
On XXXX I received a call from Mr. Cooper advising that I now needed to make a XXXX Trial Payment in the amount of {$1000.00} by XX/XX/XXXX to finalize the Loan Modification. Payment was made and posted to my account on XXXX in the amount of {$1000.00} ( Confirmation Number XXXX ). 
I was then informed by Mr. Cooper on XXXX that I needed to made a XXXX Trial Payment in the amount of {$1000.00} by XX/XX/XXXX to finalize the Loan Modification. Payment was made and posted to my account on XXXX in the amount of {$1000.00}. 
I am now in receipt of correspondence from Mr. Cooper dated XXXX indicating that they have withdrawn the Trial Period Plan offered stating that I did not make the 1st payment in my trial plan timely. 
I have attempted contact by email with XXXX XXXX Mr. Cooper requesting an explanation as to how this rejection has now occurred when I have completed EVERYTHING that Mr. Cooper has requested from me for this Loan Modification in EXACT compliance to all requests under the Trial Plan. My request for explanation has gone unacknowledged. 
I am once again in the exact same financial situation as a result of Mr. Cooper 's rejection of the Loan Modification offer. I have now made Trial Payments to them totaling {$5300.00} with the belief that of that {$1400.00} was to be applied to the Principal and Interest of the Mortgage bringing it current and {$3900.00} was to be applied to Escrow to cover the upcoming Real Estate Tax liability and Homeowner 's Insurance for the property. However, as a result of the Loan Modification rejection, all {$5300.00} has been applied to the Mortgage to Principal & Interest and Additional Principal, leaving me with {$0.00} monies to be applied to the upcoming Real Estate Tax liability or Homeowner 's Insurance premium. 
I do not understand why Mr. Cooper has yet again put me in this EXACT situation as to the previous Loan Modification attempt with their Company when I have done EVERYTHING exactly how requested under the Trial Terms I entered into with Mr. Cooper, with their reason for rejection being sited at my failure to make the first Trial Payment in a timely manner, which in reality is completely inaccurate. Not only did I make the FIRST Trial Payment timely, I made all XXXX of their requested Trial Payments timely. 
Thank you for any assistance and attention you can provide to this matter. 
XXXX XXXX

Company response to consumer: Closed with explanation