Consumer complaint received 2025-02-15 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: AR

Complaint narrative:
I had enough money to pay off money owed in a lump sum payment of around XXXX. While on the phone with the company, in XX/XX/XXXX, I sent in the payment. They received the payment and told me everything was fine and reassured me it was successful and I was no longer in default on my loan. They also sent me several confirmation and thank you for your payment notices on email and my online portal account on mortgage website. However, around a month or two later, the mortgage company called me requesting I pay the XXXX again and added on more money due because the time had added on more due. I was astonished and lost it because I did pay them! I said what happened?? The agent on the phone told me that it was successful and I got all the confirmation notices. They said " we couldn't find your bank account number or locate it ''. However, the agent that took my payment, asked me if I wanted to use my bank account on file and I said yes please, it's the only one I have! And yet, they claim they couldn't locate it. It made zero sense. It is the same one and only bank account I have ever had while with their mortgage company since I bought my home in XXXX! They allowed for me to do a mortgage modification to try and put the amount to the end of the loan at this point. This was an option because I tried to resend another XXXX but because more was due at that time, they would not accept it. Since then I have learned that the Fannie mae loan allows for partial payments. This was even more than a partial amount and they wouldn't accept it. The mortgage company accepted my forms for modification because I received a letter stating approval. As well as my new mortgage payment and due dates. However when I went to pay the monthly amount, over the phone, it was rejected. Several times. I then tried payments online and was told it wouldn't accept my online payments at that time. Once I finally got a hold of someone at the company, they informed me that I was in pre foreclosure or foreclosure and I was astonished. I had not received one single notice of this. I said how is this possible? You approved my modification! They said yes but then we realized we needed additional information from you and we never heard back with that information. I believed they must have me confused with someone else. Bc I never was even notified that they needed additional information! So I said can we do it again please and this time, please reach out to me if additional information is needed. They then told me I no longer qualified for that option!! This led to XX/XX/XXXX. Where after exhausting all my options with the mortgage company and telling them I had just recently lost my job, they informed me that I could conduct a short sale or a full sale. I asked to be allowed a full sale. They got back to me and explained that this had been approved and it would stop the foreclosure. This was in XX/XX/XXXX. I told them I would begin getting the house on the market and even had my realtor tell them it's in the process of listing immediately. We listed the property and I even had an offer come in. My realtor told me to contact mortgage to update my new email address and reapprove her for approval to speak with them as it was expiring. When I spoke to the mortgage agent, she was kind and re establish my realtors confidential approval and updated my new email address. I updated her on the sale and it should be sold very soon. Right when we were about to end the call the mortgage agent told me to " wait, this is your realtor for this property that you have now right? '' And I said yes, Mr Cooper approved me to full sale so that it will stop the foreclosure, and I can pay them the money owed as well as get enough money to relocate. She then told me " Ok I see that Mr Cooper approved it. But one second I'm ... ..u are aware there is a foreclosure sale coming up right? '' I lost it. Because no I had no clue. I said no one told me and when is it?? I had literally 3 days. They said the only way to stop it now is to give us estimated XXXX ( way over the amount I owed them bc now it had court costs etc. ) they had been having court and a person stated they gave me notice by hand and yet, the time and date of this server, was when I wasn't even home. I was ( I have witnesses and proof ) at my daughters school for school pickup. My cameras show no one came to my house as the server stated. After that the foreclosure was once again told to me and my realtor that it would be stopped if I showed evidence of working with HUD. We showed that evidence therefore it should have been stopped. However the day of sale ( or what it was supposed to be if they didn't stop it ) a man approached my home to tell me he purchased my home just now at a foreclosure Sale. I have a lawyer that said the steps taken were skipped over breaking Arkansas foreclosure law. My rights were violated several times according to law and mortgage company gave me reassurance the option I chose of the sale of home would stop the foreclosure but instead they continued it behind my back without ever giving me a single notice. I would have fought this had I had the chance. But instead they stole my home and have left us completely homeless. All savings spent on renovating for the full sale. So now I have to leave with my babies and go live in a tent. Homeless. All because of several discrepancies and lies of this mortgage company as well as the county system allowing to move on without a confirmed judgement to do so. There is no judgement. No evidence the court date took place. All this had been skipped over to just conduct a sale. Even though it was a judicial foreclosure. I need help and need assistance to either get my home back or money to relocate. Yet no one will help me. Mr Cooper says call the lawyers ( XXXX XXXX XXXX and XXXX and associates ) the lawyers say call mr Cooper. I may as well die because it feels like I have. The damage they have done to me and my family is beyond the 10k I owed. It has caused irreversible damage. My daughter is distraught my youngest is too you to understand what's happening but can tell we are in deep trouble if we don't leave soon. I've been told not to leave until the deed has been transferred to his name. I just want my home back it was literally stolen! I would have never spent my last savings on renovations had I known they would go against their agreement to stop foreclosure. There's no point because it's beyond horrific and a nightmare. With the elements we won't survive in a tent. I have no storage to put my things in and lost my job from this because I had to miss days to try and fight. Now frantically doing as many small jobs as I can but it's not enough to even come close to what I will need to store our things. Im more than devastated because this shouldn't be allowed to happen. No one should feel the pain and complete helplessness I feel. I worked so hard to get this home and they took advantage of my misunderstanding the foreclosure process and naive ways to pull the wool over my eyes. I'm an educator  with a XXXX XXXX XXXX but I didn't understand my rights or choices until this happened. Had I been given the information and time to fight, I would have never allowed them to do this. Plus next week we will be on the street. In our tent. With two dogs and no heat. It will be below freezing next week. We won't survive and we have no shelter. No where to go and no help. Shame on you all for what you did. I trusted you with my family. And you took everything and broke several laws and yet no one stopped you. I will not rest easy again until I know I've done all I can to take on this task of ensuring you are not allowed to do this to anyone ever again. Mark my words.

Company response to consumer: Closed with explanation