Consumer complaint received 2024-09-14 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
XXXX ) on XX/XX/year>, the XXXX approved a short sale option to sale and referred to its intermediary, XXXX. 

XXXX ) XXXX requested number of documents and a payoff quote, in addition to have the property listed for sale on XXXX, in order to proceed with the short sale. 

XXXX ) I requested and paid for the payoff quota from the company and received the payoff quote on XX/XX/year>, and forwarded to XXXX. 

XXXX ) on XX/XX/year>, received an offer and uploaded to the XXXX. XXXX, requested additional documents. The buyer was out of the country, as soon as he got back, he provided additional ; documents and were uploaded to XXXX. 

XXXX ) on XX/XX/year>, not receiving any responses from the company and seeing the trustee 's sale date not extended, still on XX/XX/year>, I called the company to ask about the status of the XXXX sale and was told that the only way to communicate with short sale dept. was via e-mail. 

XXXX ) I immediately asked my agent to e-mail the short sale contact e-mail. the company responded that, it was too late, and they could not extend the sale. 

XXXX ) I e-mailed the short sale dept. and pointed out the chorological of the events and the company 's letter that even XXXX  days before the sale date, they could have a conditional acceptance. Per your company 's letter : " We strongly encourage you to work with your listing agent to timely provide the necessary information. Your agent may upload the needed documents directly into XXXX. Generally, the documentation provided expires XXXX  days from receipt. If applicable, the documents listed above will enable us to determine your eligibility for the Short Sale. However, final approval will be contingent upon receipt of an acceptable offer and the following information from your listing agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) or Payoff ( XXXX ) from Subordinate Lienholder ( XXXX ) Upon receipt of any documentation from your listing agent, we will notify the listing agent whether the application is complete or if documentation or information is missing. We will provide a deadline to submit any missing documentation. '' My agent listed the property and started working with XXXX. XXXX of the documents requested by XXXX was a pay-off quote which I requested and paid for ; however, I received it on XX/XX/year>, from XXXX XXXX. 

My agent and I received no communications from XXXX XXXX since then. 

To sum it up, based on what you told my agent " there was not enough time to review the offer, therefore, the sale would go forward ''. XXXX things, XXXX ) what was the XXXX stated in XXXX 's notice about receiving documents and ... so on ; and XXXX ) are you expecting that a property in today 's housing market with an 8 % interest rate could be listed, received an offer with all the required documents, and be approved by XXXX XXXX within XXXX  days or less? 

Therefore, in less than XXXX  days, I had to find and an agent, list the property, find a buyer, submit an offer/counteroffer, to have it approved by XXXX, XXXX sent it to the company for its approval, all in 30 days or less. How is that even possible. 

If this decision is final, what are my rights and deadline to appeal and where should I send my appeal, because what you are suggesting is not only out of reality, but also, it is uncontainable. 

Please provide the name an e-mail to where to send an appeal, ASAP. '' Still haven't heard and XXXX XXXX days left to the XXXX XXXX sale on XX/XX/year>. 

Please help. 

Thank you, the barrower

Company response to consumer: Closed with explanation