Consumer complaint received 2025-09-21 00:00:00
Product: Mortgage — VA 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: GA

Complaint narrative:
My complaint is with Mr. Cooper, my mortgage company that was acquired from XXXX XXXX the problem started in XX/XX/year>. I got notice from them that I was two months behind on my mortgage payment. When I talk to them, I discovered that the two payments that were behind was actually made and then they were reversed. I have been in my home for 26 years and never missed a payment. I try to speak with them about this and I kept telling them that I I did make the payments and it was obvious that I did, however, I did not reverse them. 
They immediately with to what choice I had without resolving the issue of reverse payments instead they start giving me options and and saying that if I didnt make the two payment again I could possibly lose my home by quick sale or for closure or a modification. I asked about forbearance, but that option wasnt on the table. 
They only choice they would give me was a Modification on a trial basis. I constantly went to them, telling them this was not my fault. They would not listen to any thing. I ask for a forbearance again but was still refused that. 
I paid {$1200.00} for three months, XXXX, XXXX, and XXXX. I had not received any paperwork on this modification until I asked for it and was told that they had sent me the paperwork. Again, I had to say to them I have not received any paperwork reference this modification. So they finally sent it to me and I received it and late XXXX. When I went through the paperwork they had revise my mortgage from a 30 year mortgage to a 40 year mortgage and from a XXXX percentage to a XXXX percentage. So now the trial period is over and I called them and I was talking to them and I was telling them that that this was difficult for me because my income. What was that they was expecting from me that my income was only {$1200.00} a month from Social Security. I am a retired individual. I told them this over and over again. Now on just yesterday, which was XX/XX/XXXX I had a conversation with one of the representative and they told me that they was working on my new mortgage payment which was gon na be {$1100.00} a month which was only {$51.00} less than the {$1200.00} I was paying. I got very emotional. I said I cant do this. I cant do this. Theres no way in the world I can do this. I didnt have the money to do this for the last three months. I have been begging my family to help me, but I cant continuously keep doing that. I cant pay that amount of money a month so does that mean I have to sell the house and thats not what I want to do. They even tried to get a agent on the phone to facilitate the sell of my home. I gave this plenty of thought and I dont wan na sell my home and I dont want to go into foreclosure. They know those payments for XXXX and XXXX was reserved and not by me and not with my permission. Why couldnt I get a forbearance plan instead of this modification. I dont agree with this and if I cant get my mortgage back to where I can handle it and live. I will obtain a lawyer and file a law suit against them for taking advantage of a XXXX XXXX and forcing them out of their home. Because thats what theyre doing. Theyre forcing me out of my home. I dont have anywhere else to go, and I cant pay what they are expecting me to pay.

Company response to consumer: Closed with explanation