Consumer complaint received 2023-06-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
REASON FOR MY COMPLAINT : Misapplied Federal Housing Administration guidelines in denying my request and opposing my inclusion for the XXXX recovery state assistance option. 

I applied for the XXXX program with the state in XX/XX/XXXX. A representative from the state notified Mr. Cooper of my approval XX/XX/XXXX and Mr. Cooper erroneously opposed my participation XX/XX/XXXX. 

As a result, I received a letter from the state XXXX stating : " Your mortgage servicer has objected to your inclusion into the program ''. 

I have several recorded and noted conversations with Mr. Cooper which confirm that Mr. Cooper had NO reason to oppose my acceptance into the XXXX program. SEVERAL representatives of Mr. Cooper stated that their HARDEST HIT FUND DEPT. received the inclusion/approval letter from the state and sent the denial/objection letter to the state of NJ/ERMA. I have also received a letter XX/XX/XXXX from Mr. Cooper affirming THEIR ERROR. However, in the same letter they erroneously stated that they/ Mr. Cooper do not determine the ERMA/State 's decision which is 100 % False as my XXXX/XXXX/XXXX letter from ERMA CLEARLY STATES as follows : Your MORTGAGE SERVICER has objected to your inclusion into the program. 

I trusted Mr. Cooper when they said they would try to resolve THEIR Error when they erroneously objected my inclusion into the XXXX. I also appealed the XXXX  denial letter with confidence Mr. Cooper would resolve the issue THEY created which now caused me to become delinquent on my mortgage due to loss of employment AND the understanding that I would be receiving XXXX funding because of being included in the program. To my heartbreaking disappointment, I was again deceived by Mr. Cooper. I received another letter from the state ( XXXX XXXX ) on XX/XX/XXXX which said as follows : After careful review of XXXX our decision is as follows : Your MORTGAGE SERVICER has objected to your inclusion into the program. 

I am unable to reapply to the XXXX program that I initially applied for in XX/XX/XXXX as I am still with the same MORTGAGE SERVICER. 

I previously submitted a complaint. Mr. Cooper 's response was NOT Accurate as their response states that they received an initial letter from NJ XXXX in XXXX, see my attached letters. XXXX XXXX received the confirm of my inclusion to the XXXX program in XXXX resulting in an XX/XX/XXXX denial letter from XXXX stating : Your mortgage servicer has objected to your inclusion into the program Mr. Cooper 's response was untrue as there are SEVERAL calls and notes confirming MY attempts to rectify THEIR MISTAKE. 

In closing : Mr. Cooper 's unfair Mortgage practice and errors have caused me financial risk and undue stress. I am seeking legal assistance at this time as I don't want any other customer to endure what I have experienced. 

This whole ordeal have been pain staking to me a single mother and my 3 children. 

I am requesting support from the CFPB as I believe Mr. Cooper 's actions towards me are an abomination. 

Help, XXXX XXXX

Company response to consumer: Closed with explanation