Consumer complaint received 2024-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
Mortgage CARES ACT forbearance end options not handled according to law Prior to CARES ACT forbearance beginning XXXX mortgage paid on time and in good standing Begin CARES ACT forbearance XX/XX/XXXX Servicer Mr. Cooper assured me I had the following XXXX options to repay missed payments at the end of the forbearance : ( XXXX ) repay all missed payments at once, ( XXXX ) make partial monthly payments toward the missed payments in addition to the regular payment, ( XXXX ) resume regular monthly payments and defer missed payments to the end of the loan term with no fees or interest, ( XXXX ) loan modification. I asked for this in writing, but, Servicer Mr. Cooper said it was available. 
End of CARES ACT forbearance XX/XX/XXXX : Called Servicer Mr. Cooper on XX/XX/XXXX as instructed. Servicer Mr. Cooper said paperwork to choose an option to end the forbearance would be mailed, and it would take some time. 
Around XX/XX/XXXX, I became concerned as I had not received any paperwork. Tried to call Servicer Mr. Cooper many, many times and kept getting a message that they were closed even though it was during normal business hours XXXX XXXX XXXX. This went on for many weeks until I finally got through to a representative who said would mail out paperwork. The paperwork I received did not have the XXXX options above per the CARES ACT that I was told and based my forbearance agreement upon. The paperwork was for a loan modification which I did not want as I wanted Option XXXX to defer the missed payments to the end of the loan term. Again, I was calling and calling and was unable to reach a rep. Finally, I reached a rep and was told that my only option was to apply for a loan modification. I told the rep that wasn't per the CARES ACT and asked for paperwork pertaining to Option XXXX to defer the missed payments to the end of the loan term. The rep got belligerent and hung up on me. I called back Servicer Mr. Cooper multiple times to try to get help for this issue, but, it wasn't dealt with. I tried to get help from housing counseling legal aid to no avail. Then, Servicer filed foreclosure XX/XX/XXXX. I was getting help from another legal aid source who advised me to make the XXXX regular payments under a workout plan to avoid foreclosure while we tried to deal with new Servicer RightPath.I made the payments on time per instructions hoping to get this nightmare straightened out. But, to no avail. RightPath claimed to send loan modification documents to my property XXXX, but, I didn't receive them. It appears the documents weren't delivered. Around the end of XXXX, loan modification documents were in the mail. The terms are appalling. Also, the documents are out-of-date ( dated XX/XX/XXXX ). When I entered into the CARES ACT forbearance, I only had XXXX years left to pay on my XXXX mortgage. Servicer is forcing me into a loan modification increases my interest rate, forces me into a higher fixed rate mortgage ( original mortgage an adjustable rate that has been beneficial over the years, AND significantly extends my payments from XXXX years to " XXXX years. '' I have no idea what that adds up to owing since Servicer didn't include details regarding these figures and an amortization schedule. I believe the Servicer was using this situation as a way to get me locked into the current high rates because my adjustable rate mortgage will likely go down as the market adjusts downward ( which is likely ). During all this, RightPath apparently transferred my mortgage to Rushmore Servicing and the rep was having difficulty finding my account. I asked for all my statements since XXXX but haven't received any mortgage statements. I have no idea where my account stands. 
Per an unexpected payoff letter dated XX/XX/XXXX that I didn't order, nearly {$6500.00} in expenses and fees have been added to my loan obligation without any invoices nor proof of payments. I have called the Servicer and given detailed information about my complaints many times and was assured that it was being passed on to be handled by the proper representative. I have never been put in contact with a rep to handle this matter. Now, I have received notice from XXXX XXXX XXXX, XXXX that my home has been put in foreclosure with an auction sale scheduled for XX/XX/XXXX. I haven't even received anything from Rushmore regarding this foreclosure action.

Company response to consumer: Closed with explanation