Consumer complaint received 2024-11-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
I was never made aware of US Case XXXX, but I qualified for this complaint and was a victim of the multiple violations and abusive servicing practices from XXXX - present that are in violation of the Consumer Financial Protection Act of 2010.

I am filing a complaint against Mr Cooper Mortgage Company regarding their handling of my mortgage following a COVID-19-related forbearance and subsequent Chapter XXXX & Chapter XXXX bankruptcy due to job loss in XXXX XXXX. I believe the companys practices may be in violation of the Consumer Financial Protection Act of 2010, as they involve unfair, deceptive, and potentially abusive acts. 

After my COVID forbearance period, mr Cooper added various fees to my account, including escrow shortages on a completed Ch XXXX bankruptcy, inspection fees, PMI that was not removed as required by 12 USC 4902 ( a ) or ( b ), and their attorney fees, none of which were disclosed to me transparently. These charges were applied without my knowledge, leaving me unaware of the growing costs associated with my mortgage. While requesting & pursuing loss mitigation options, I was notified my home was in foreclosure and additional fees were added. 

My information was exposed in their data breaches that occurred XX/XX/XXXX. I have been notified by my credit monitoring company that aa a result, my information is on the XXXX XXXX. Mr Cooper has not offered to resolve this issue. 

When I recently applied for a modification, the terms offered were unreasonable and burdensome. They proposed extending my loan by an additional 18 years, at a higher interest rate and monthly payment than my current terms. This offer contradicts the purpose of a loan modification, which is to provide relief for borrowers in financial distress. Given these terms, I feel pressured to consider filing another Chapter XXXX bankruptcy, which I would like to avoid. I informed Mr Cooper I was out of town ( and got injured ) and that my husband was in XXXX, AL so we would have to review the paperwork. She said it would have to be signed by both of us, notarized, and returned as soon as possible. On XXXX XXXX, XXXX when Mr Cooper called me, I was at the doctors office getting another XXXX. I informed Mr Cooper I had been having medical issues from XX/XX/XXXX - present, which included XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX She stated Oh, XXXX XXXX call you back later today. Very rude & inconsiderate in my opinionbecause if it was a more severe situation that could have been a tragedy, or I was XXXX  then what?? 

Overall, I believe that these actions may constitute unfair practices under the Consumer Financial Protection Act of 2010. I respectfully request the CFPBs assistance to investigate whether the added fees, lack of disclosure, and unreasonable modification terms comply with federal consumer protection standards, as set forth by the CFPA, and to help ensure fair treatment for borrowers in my situation. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation