Consumer complaint received 2024-06-20 00:00:00
Product: Mortgage — VA 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: HI

Complaint narrative:
On XXXX XX/XX/XXXX, I placed a call to Mr. Cooper at XXXX AM to discuss an issue with my account. I was experiencing an issue with the website which resulted in a page error when I tried to submit the payment on XXXX XX/XX/XXXX. I logged onto my bank to see if there were any charges, and I was unable to see anything. On XXXX XX/XX/XXXX, I was able to see all of my posted transactions with in the last XXXX days and discovered that my account was charged twice by my car insurance company, an unauthorized charge from XXXX, and another charge from a home security company that I had unenrolled from their services. These charges totaled {$690.00} which caused my {$2200.00} payment to Mr. Cooper to be returned. On XXXX XX/XX/XXXX, I was charged, again, for {$2200.00} by Mr. Cooper. I was unaware that Mr. Cooper makes XXXX ( XXXX ) attempts in processing payments, thus, proves my claim that I was charged, twice, by XXXX for XX/XX/XXXX. This annotated on page XXXX from the letter dated XXXX XX/XX/XXXX. When I was paid by my employer on XXXX XX/XX/XXXX, I had submitted a payment to be withdrawn that day, but I submitted a cancelation request because I was unsure what I owed. I also want to point out that I'm XXXX to XXXX hours behind since Mr.Cooper 's office is in Texas and I'm in XXXX. I can only call Mr. Cooper either on my lunch break or wait till Saturday. The only other way I could contact was either through email or mailing them a letter. 

Thinking that I might have made XXXX payments ( and previously disclosed, the payment page had errored out ), I tried logging into Mr. Cooper to see what was happening. I was unable to make a payment or adjustments since the payments were still pending. I placed a total of XXXX ( XXXX ) calls on XXXX XX/XX/XXXX and XXXX ( XXXX ) calls on XXXX XX/XX/XXXX to Mr. Cooper for assistance. I wanted to contact Mr. Cooper first to get an understanding on what I owed. Between XX/XX/XXXX and XX/XX/XXXX, I was unable to get a viable answer, so I reached out to the Veteran Affairs loan office on XXXX XX/XX/XXXX. 

From XXXX XX/XX/XXXX to XXXX XX/XX/XXXX, I spoke to VA XXXX XXXX, XXXX XXXX XXXX, to seek assistance with mediating between Mr. Cooper and myself. XXXX XXXX recommended that I place a complaint to the Consumer Financial Protection Bureau ( CFPB ), but I wanted to give Mr.Cooper a chance to see if they could assist and provide viable options in regards to my situation. During that time, XXXX XXXX XXXX sent an email correspondence to Mr. Cooper after several phone attempts had failed. On XXXX XX/XX/XXXX, XXXX XXXX received an email response from Mr. Cooper. 

I will have this looked into and advise of the outcome. 


On the same day, XXXX XX/XX/XXXX, there were a few transactions adjustments on my account that were completed by Mr. Cooper. Several addition transactions and fee charges were issued by Mr. Cooper while I was in the process of seeking Mortgage Assistance/Account Audit from Mr. Cooper and XXXX the Department of Veteran Affairs XXXX Unfortunately, I had no knowledge of this until months later. On XXXX XX/XX/XXXX through a phone call with the VA XXXX XXXX, I was advised to try to work something out with Mr. Cooper since the VA XXXX received a response on the request for an inquiry on my loan account. 

On XXXX XX/XX/XXXX, I placed XXXX ( XXXX ) calls to Mr. Cooper ( during my lunch break ) to try and see if I could get sometime of clarity and status of the audit and what should I do next. I wanted to see if I could work something out to get back on my payments by going through a repayment program. I mentioned in XXXX of the calls that there was a pending program for customers that were behind on their mortgage and used a VA loan to buy home. The name of the program was the XXXX XXXX XXXX XXXX program ( VASP ). I was told that Mr. Cooper hadnt gotten any guidance of the program, but the application process was estimated to begin around XX/XX/XXXX. Since this was more than XXXX months away, I asked what I could do at this point since I wasnt able to bring my account current while additional fees were being added, and that I couldnt make payments until the audit was complete. I was given no other option other than getting on a payment plan that would cost more than XXXX of my monthly paycheck or wait for the audit to be completed. Defeated, I still had no results from the audit nor any realistic assistance to keep my home. 

I placed XXXX additional ( XXXX ) call to Mr. Cooper on XXXX XX/XX/XXXX to see if there were any other options other than the repayment program, which I had stated in the previous call that the monthly payments were unrealistic, and I couldnt afford. Instead, I was forwarded an application for a loan modification and told to fill it out, the same program that I had just disclosed previously were I was provided with unrealistic payments. I was also told that if I was to apply for XXXX, there was no guarantee that I was going to get accepted and that if it was rejected, my home could go into foreclosure. While this who ordeal was just as stressful, I had received an earlier notification that I was going to go TDY in XXXX. 

On XXXX XX/XX/XXXX, I was officially marked as part of the XXXX team for my squadron. For XXXX reasons, I am unable to completely disclose the location and specifications of the XXXX, but I had noted in all three ( XXXX ) emails that were sent to both XXXX and XXXX that this could cause a delay in communications. I noted that from XXXX XXXX XXXX XX/XX/XXXX, as I noted in my emails, I would not be able to contact nor conduct any business until my return on XXXX XX/XX/XXXX. As a courtesy, I have attached the emails that were sent and how long it took for Mr. Cooper to get back with me. 

The following are the dates the emails were sent : XXXX XX/XX/XXXX @ XXXX PM ( HST ) XXXX XX/XX/XXXX @ XXXX AM ( HST ) email was a forwarding email from the first attempt. 
XXXX XX/XX/XXXX @ XXXX AM ( XXXX ) I did not receive a response from Mr. Cooper until XXXX XX/XX/XXXX. I was not available until XXXX XX/XX/XXXX. 

On XXXX XX/XX/XXXX, I reached back out to the VA to see if they had heard anything back on the audit and I was told no. XXXX days later, on XXXX XX/XX/XXXX, I received an online notice from the email inquiry that was requested by the VA on XXXX XX/XX/XXXX and my email inquiry from XXXX XX/XX/XXXX. I would like to break down the audit and provide a response to each finding, with documentation to support my response. 



Payments Our records show that on XX/XX/XXXX, Mr. Cooper processed XXXX ( XXXX ) payments in the total amount of {$4800.00}, which you authorized and set up via the website. The payment was returned on XX/XX/XXXX, due to insufficient funds. In addition, a payment of {$2000.00} was returned due to insufficient funds on XX/XX/XXXX ; this payment was initially processed and credited on XX/XX/XXXX. However, please be informed that we do not have a record of processing XXXX ( XXXX ) payments in XX/XX/XXXX. As of the date of this letter, your loan account is due for the XX/XX/XXXX, payment and all subsequent payments due thereafter. 
The amount to reinstate the loan is {$13000.00}, please see the breakdown below : Past Due Principal and Interest ( XXXX & XXXX ) {$12000.00} Escrow ( Taxes and Insurance ) {$1100.00} Corporate Advance Total {$100.00} Accrued Late Charge {$400.00} Mr. Cooper attempted a total of XXXX ( XXXX ) times to withdraw from my bank account XXXX a payment is sent through the XXXX XXXX XXXX, Mr. Cooper XXXX attempt at least XXXX ( XXXX ) times to withdraw from the account submitted. This is proof, that I was charged, XXXX ( XXXX ) times for the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The documentation that XXXX XXXX investigation team even show the charges. Also in the documentation, it shows that the total amount that I owed changed exponentially after auditing my account starting in XX/XX/XXXX. Fees were also added on top of everything during this audit even when I was unable to make payments online or on the phone since I was told to not do anything until the audit was completed. This was unfair and allowed me no other choice but to pay more than I should have been paying. I hope this documentation can be reviewed and taken into consideration for my appeal. I have copied and pasted the charges are below. For official documents from XXXX, please see the previously stated, attached documentation. 

XXXX XX/XX/XXXX ( {$2200.00} ) XXXX XX/XX/XXXX ( {$2200.00} ) XXXX XX/XX/XXXX ( {$2000.00} ) XXXX XX/XX/XXXX ( {$2200.00} ) XXXX XX/XX/XXXX ( {$2200.00} ) XXXX XX/XX/XXXX ( {$2200.00} ) XXXX XX/XX/XXXX ( {$2200.00} ) Loss Mitigation A Veterans Affairs Repayment Plan review was opened on XX/XX/XXXX, and remains active. Enclosed is a copy of the XXXX XXXX dated XX/XX/XXXX, that was sent to you for completion. We have not received the required documentation to determine your eligibility. We ask that you please return the requested financial documents by the deadline of XX/XX/XXXX, so we can continue our review. The workout review XXXX be rejected if the documents are not received within the allotted timeframe. Regarding the XXXX XXXX XXXX XXXX XXXX, it is not currently available. Mr. Cooper is required to complete a review in accordance with program guidelines, and any decision that has been rendered has been completed under investor and program guidelines. Due to these guidelines, we are unable to negotiate the terms of any loss mitigation program. 


XXXX XX/XX/XXXX to XXXX XX/XX/XXXX, as I have stated numerous times, the Mr. Cooper website was not accepting my documents as I was submitting them. This caused more than XXXX document errors, that I was consistently experiencing during my application. After XXXX months of trying to get answer, XXXX customer service agent was able to see that XXXX of the reasons my documents were getting errors on them, was because who ever was reviewing my documents, didnt open the pdf that contained my requested tax return! I was told it only showed XXXX document, but when the rep clicked the document, it showed the complete return, all the pages. I have stated this issue numerous times, and because of this gross negligence, I was charged unnecessary fees that could have been avoided had someone helped me. Not only this, but I was on TDY orders and even sent out XXXX emails before I would be unavailable, yet I never received a response until the end of my XXXX. I had did everything is my power to submit the documents and did it well within the time frame, but took more than 4 months for someone to acknowledge that this was an error on Mr. Cooper and not myself. 

Customer Service Our records show that you have been able to speak with a Mr. Cooper representative XXXX ( XXXX ) times since XX/XX/XXXX, and during the calls, you were provided with information regarding the account. 

According to phone records that were retained from my cell service provider, XXXX XXXX XXXX, there were a total of ( XXXX ) XXXX calls placed to Mr. Cooper from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX. Only ( XXXX ) XXXX of those calls I was able to speak to a live agent, but only XXXX ( XXXX ) of those calls offered actual assist with getting my account looked at. While I was provided information regarding the account I was never provided the assistance I needed because I had to consistently explain my situation and were only offered options that werent not only helpful but made my situation worse. In fact, after receiving this letter, I couldnt get any help on XXXX XX/XX/XXXX, because XXXX XXXX system was down, thus, prolonging my wait to get help. I placed a total of ( XXXX ) XXXX calls that day. There was XXXX agent that was rude and made the situation worst by talking down to me and not understanding my issue and how important it was for me. The customer service that I received from Mr. Cooper was absolutely terrible! I felt that whenever I contacted customer service, my issue was not treated with care and the lack of accountability for the negligence of the reps that I spoke to has gone unnoticed. XXXX XXXX that I had to reach out to the VA, the XXXX XXXX XXXX XXXX and XXXX XXXX XXXX just to get assistance is absolutely unacceptable. 

XXXX of the factors in the denial of the request for enrollment in the XXXX program was the credit obligations. I enrolled in XXXX XXXX XXXX and was promised that all of my debt would be bundled into XXXX monthly payment while the company would negotiate with the creditors. I was paying almost at least {$300.00} into an account that I was instructed to so it could be used to pay the creditors. Unfortunately, after several months, only XXXX creditor had been contacted and the others were not being paid. Some of the creditors were still taking money out of my checking account even after I sent notifications that XXXX would be the company to contact in regards to my account. My credit also took a huge negative hit and caused a significant decline in both my mental health and financial health. On XXXX XX/XX/XXXX, I called XXXX and XXXX the contracts. Still, they continued to draw money from my checking account for services that were not rendered. 

On XXXX XX/XX/XXXX, the Consumer Financial Protection Bureau and several state ( states ) filed a class action lawsuit against XXXX and their associates. A few weeks later, I was able to hire XXXX XXXX XXXX to represents me in a lawsuit against XXXX for XXXX the act. I have attached proof of being part of the XXXX program, withdrawal from the program the class action lawsuit notice, and proof of the case being filed by the end of XX/XX/XXXX. 

So far, as of the date of this letter, my account balance sits at $ $ $ $ $ XXXX The prevention of the progression of these costs to rise at levels that could have been mitigated has been long overdue. I can only hope that Mr. Cooper and the shareholders of the company consider the long uphill battle that me and my family had to endure.

Company response to consumer: Closed with explanation