Consumer complaint received 2025-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
After being laid off, I continued to pay my mortgage until savings used up then started to withdrawing from retirement accounts. Finally, I wasn't able to pay my mortgage ; I contacted a HUD Counselor on XXXX XXXX, XXXX. The counselor connected me with the HAF Program in Georgia. I submitted the application and had been working with HAF for a number of weeks. My mortgage is XXXX XXXX but the mortgage amount when I closed was > than the mortgage limits. The HAF rep continued to ask for different documents, trying to determine how it was funded so I could qualify for the HAF assistance. Late Friday the XXXX of XXXX I still hadn't gotten approved, Foreclosure auction scheduled for XX/XX/XXXX. I reached back out to my HUD counselor then Mr. Cooper. I asked Mr. Cooper for a Forebearance to allow me time to get the HAF aligned or get the funds to reinstate the mortgage to prevent foreclosure. Knowing I have a lot of equity and also made the point when speaking to Mr. Cooper on XX/XX/XXXX. The rep I requested the forebearance from did not give me any info, they were very nonchalant and gave me the impression it was given as if by default. I followed up the following day to find out how their lawyer would be notified so as to cancel or postpone the auction scheduled for XX/XX/XXXX. That is when I was told it was requested but not approved yet. I called back again on Wednesday, and again on Thursday when I was told it was not accepted. I asked Mr Cooper my options to retain my home ; mortgage reinstatement seemed to be plausible since they would not postpone the auction to allow me to sell it on my own and pay off the mortgage. I got my statement from Mr Cooper dated XX/XX/XXXX and it says very clearly to reinstate my mortgage I need to pay {$32000.00} by XX/XX/XXXX. Of course I later find small print on the back of the statement clearly saying this is not the number and I need to contact then to get the actual number. Yet it says number is good through XXXX. So I called mr Cooper back on the XXXX to get the payment information for the mortgage reinstatement. I was given directions on how to wire the money. Not once was I told I needed to order a reinstatement letter, I needed to get the 'final amount ' before wiring the money, but I called back the following day Tuesday XX/XX/XXXX after a friend, who deals with foreclosures, asked if I ordered the reinstatement letter, I was told it takes 5-7 days, they have no way of knowing what the final number is nor can I may a payment of {$32000.00} before XXXX as it states in my statement dated XX/XX/XXXX because if it is not enough the foreclosure will proceed. I asked how to expedite the request, was told it can't be. I asked if there was a supervisor or someone higher up or in another department I could speak to given I had the money and was ready to pay in full to stop the auction and was told no. there isn't anyone anywhere who works for Mr Cooper I can speak to but a supervisor will call me back in the next couple of days. Then they come back and tell me that since it is month end I will not get a call back until Friday. I asked when I would get the reinstatement letter, can not guarantee when or if it will come in before the auction or in time for me to pay to reinstate my mortgage to prevent the auction. I asked if I could reach out directly to their lawyer who I had gotten a communication from and was told no, they will only redirect me back to Mr Cooper. I pleaded with them, this is my life savings, this house has all the equity that will fund my retirement. How can I get the auction postponed to allow me time to get the letter and pay off the reinstatment amount. Was told there isn't a way. I stated, in the foreclosure process, if a customer wants to pay you what is owed, is in contact with you and requested a letter not understanding that aspect of the process and timelines associated but is doing all this in good faith you have no way of doing anything to stop or delay the foreclosure so that I don't lose everything I have worked for all my life? I find that hard to believe, and you can't give me anyones name who can help me or can engage on my behalf? No, they told e they can't do anything and all I could do is hope the letter comes in on time and I am able to pay off the reinstatement amount insuring they have my money in time so the auction doesn't go forward. I was literally crying on the phone, they said the only thing would be if I had a signed contract and good faith estimate they could use that to stop the auction. Although I have every intent of selling the house after I get it reinstated, it may take me a month or two to get it ready to list. The other option would be to sell it to an investor who will buy the house for my payoff and would allow me to stay while I sell it paying them rent + $ XXXX  monthly. With the interest rate at 7 % my rent would be XXXX my mortgage and even then I would be losing money and potentially control. My grievance with Mr Cooper is the lack of proper communication or explanation of the process by the customer service reps at time of forebearance request and when the first time I called about reinstatement. Both times costs me days, and the incompetence of Mr Cooper reps or the firm in general if they do not have a way to act on the behalf of the mortgage holder when in good faith wants to pay up and reinstate the mortgage. A company of this size dealing only with Mortgages ; having any sensitivity or even a thought of caring for their clients would at least make an effort to support me. I have been dealing with financial hardship which is the most difficult, humiliating, life upheaval event anyone could ever have to endure and then to lose your house when you get the money and are ready to pay but they have no way of helping you. it is as if I am being kicked to the curb, then told sorry. Your $ XXXX in equity doesn't matter to us, we are going to foreclose on your $ XXXX mortgage even if you have the $ XXXX to reinstate. Not our fault our rep didn't tell you how to reinstate you should know that. not our problem. Where do I turn now?

Company response to consumer: Closed with explanation