Consumer complaint received 2024-08-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Mr. Cooper Group Inc.
State: HI

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX  ( HST ), I made a call to Mr.Coopers Customer Care to report issues with submitting a payment on their website. On XX/XX/XXXX, upon submitting my payment information in the designated location, the page errored after I had clicked the submit button on the website. Worried, I decided to go back and resubmit the payment. Unfortunately, I didnt feel that that there was just one payment that was submitted, so I logged onto my XXXX XXXX  app to see if there were any pending charges. I was unable to see any pending charges, so I decided to wait a few days later to see an update on my charges. As a precaution, I tried to submit a cancel payment request, but I was unable to submit one to XXXX, since there were no pending payments. 


On XX/XX/XXXX, I logged back on my XXXX XXXX  app to check if there were any charges that had processed. I was shocked to discover that I had unauthorized charges from a private security company, XXXX, and a double payment from my insurance company. I was able to reach out to the companies to get this fixed in the coming days, but I had still not seen the payment that was submitted to Mr. Cooper. A few more days later, I saw that the $ XXXX payment to Mr. Cooper had been returned, but before I could get money moved over to ensure the payment would go through if I was to submit it again, I was auto charged by Mr. Cooper for the $ XXXX on XX/XX/XXXX. 



Due to this, my XXXX XXXX  account was overdrawn, and the payment was then reversed by the bank days later. Due to the swing holiday schedule at my job, I was unable to call anyone since there is a four-to-five-hour time difference between myself and Mr. Coopers Customer care operating hours. I tried to see if I could find an email to send to customer care on Mr. Coopers website, but there wasnt one listed anywhere on their website at that time on XX/XX/XXXX. 


On XX/XX/XXXX, I attempted to submit a payment via the Mr.Cooper website, but I quickly canceled it because I wasnt sure what I owed, and since a statement had not been published yet. When I reloaded the page, I saw that there were payments pending, which further confused me. Since I was still working holiday swings and it being hard to contact Mr. Coopers Customer Care during their operating hours, I was not able to get in contact with someone until late XX/XX/XXXX. 

I placed a total of three ( 3 ) calls on XXXX XXXX, and two ( 2 ) calls on XX/XX/XXXX, to Mr. Coopers Customer Care for assistance. I was told that I should invest in starting a loan modification or start a payment plan that would merge any unpaid balances that would be split over a three-month span that would also include my monthly payments. During this time, I had also sought assistance from the Department of Veterans Affairs to obtain an audit of my account, as they were the loan guarantees, and I had a feeling I was not giving adequate assistance from Mr. Coopers Customer Care. 


From XX/XX/XXXX, to XX/XX/XXXX, I spoke to a VA Loan Technician, 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 regarding my situation. During that time, 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 that they would " look into it ''. On 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 from the Department of Veteran Affairs . Unfortunately, I had no knowledge of this until months later when I was verbally informed that by agreeing to an audit and applying for a Mortgage Assistance Application, I also agree that Mr. Cooper could continue to charge me late fees and other associated fees. This was also devastating to me as I was unable to make any type of payment that Mr. Cooper would accept. I was told that if it wasnt the minimum account, Mr. Cooper had the right to reject anything that was less than the amount. During this time, I was still unable to make a payment, as the website wouldnt allow since the payment was way past due. Between XXXX XXXX XXXX, I placed five ( 5 ) calls to the VA to speak with XXXX XXXX, but I couldnt get an update until XX/XX/XXXX. I was advised to try to work something out with Mr. Cooper since the VA hasnt received a response on the request for an inquiry on my loan account. 


Before this recommendation, I had already begun the process of applying for Mr. Coopers Mortgage Assistance program/Loan Modification request. Unfortunately, I began to experience issues with Mr. Coopers website when I was uploading the requested documentation to process my application. I was bombarded with document error notifications that were sent to my email that was on file with Mr. Cooper from XX/XX/XXXX to XX/XX/XXXX. After several calls over the span from XX/XX/XXXX to XX/XX/XXXX, there would be a total of 50 document error notifications that I would receive, until I would finally get assistance with the issue. A Mr. Cooper Customer Care agent would disclose that the reason for the document errors was due to the agents that oversaw reviewing my application and all supporting documentation not opening all my documents because the preview page didnt show what they were looking for. The agent was able to determine this by looking at the documents that I had sent and clicked one of them ( it was my tax return ) where the preview page only showed there was one ( 1 ) page available. After clicking the document, the number went from one ( 1 ) to 40+ pages. I had requested that the agent annotate this event and asked for it to be submitted with my application for tracking purposes and in the hopes, someone would fix this massive error. 


On XX/XX/XXXX, I received an online notice from Mr. Cooper that my application for a loan mod ( the one that I kept getting document errors and reported numerous times to Mr. Cooper ). This event supports proof that Mr. Cooper knew of the document uploading issue and took advantage of the situation to continue to charge me additional fees and prolong my loan modification process. 


On XX/XX/XXXX, I placed two ( 2 ) calls to Mr. Cooper to see if I could work something out to get back on my payments by going through a repayment program. I mentioned in one 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 Veterans Affairs Servicing Purchase ( 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 two months away, I asked what I could do at this point since I wasnt able to bring my account current, 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. 


On XX/XX/XXXX, I was officially marked as part of the deployment team for my XXXX. For OPSEC reasons, I am unable to completely disclose the location and specifications of the deployment, but I had noted in all three ( 3 ) emails that were sent to both XXXX and XXXX that this could cause a delay in communications. I noted that from XXXX XXXX XXXX, as I noted in my emails, I would not be able to contact nor conduct any business until my return on XX/XX/XXXX. 
The following are the dates the emails were sent : XXXX XX/XX/XXXX @ XXXX XXXX  ( HST ) XXXX XX/XX/XXXX @ XXXX XXXX  ( HST ) email was a forwarding email from the first attempt. 

XXXX XX/XX/XXXX @ XXXX XXXX  ( XXXX ) ( I was able to get an opportunity send an email during my XXXX  ) I placed one additional ( 1 ) call to Mr. Cooper on XXXX 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 VASP, 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 XXXX   in XXXX. 


Upon my official return from XXXX  on 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. Five days later, on XX/XX/XXXX, I received an online notice from the email inquiry that was requested by the VA on XXXX XXXX and my email inquiry from XX/XX/XXXX. The letter that was issued on XX/XX/XXXX, did not address any of my concerns. It was just the audit that was requested back in XX/XX/XXXX. 


I have verbally stated on previous phone calls in relation to the loss mitigation review was opened and subsequently denied on XX/XX/XXXX, due to excessive obligations in relation to income., I had made an error on the Uniform Borrower Assistance Form For Government Loans that I submitted back in XX/XX/XXXX and had sent a revised version of the document and supporting documentation via XXXX  ( XXXX  ) with the corrected amounts, but unfortunately, my revised application supporting documents were modified without my permission, as the agents that reviewed my application removed key important sticky notes that would explain why I included at least {$2000.00} in the mortgage block to show that I had 100 % intention of making that amount of a payment towards my mortgage, monthly, if my loan modification was approved. This would lead to the subsequently denied on XX/XX/XXXX, due to excessive obligations in relation to income response from Mr. Cooper. This unauthorized change made me feel as if Mr. Cooper didnt have any interest in helping my get my account fixed and that they are pushing me and my family out of the home. I also feel that I have not gotten an explanation nor an apology for this terrible experience with the gross mishandle of my mortgage account and loan modifications requests. This behavior doesnt match to their claim that : Mr. Cooper is required to complete a review in accordance with program guidelines, and all decisions are completed under investor and program guidelines. 


In XX/XX/XXXX, I disclosed several times via phone conversations with Mr. Cooper agents that I would be going on a XXXX  and was expecting that I would be able to contact Mr. Cooper. My XXXX  was from XXXX XXXXXX/XX/XXXX to XXXX XXXXXX/XX/XXXX. Unfortunately, I was unable to contact Mr. Cooper due to travel issues and contracting Covid during my XXXX. Upon my return from my XXXX, I was given notice that I would be PCAd ( Permanent Change of Assignment ) to another unit starting XXXX, XXXX. I would not be fully in-processed until XXXX XXXX, XXXX. I was also issued my schedule, which I was informed that I work swings. I work XXXX. I have expressed the seriousness of getting my account in order before my XXXX, but the only thing that agents for Mr. Cooper would to be to continue to submit loan modification applications and to send a copy of the application, along with documentation, in case that XXXX XXXX website is unable to upload my documents. In fact, in a call that I placed to Mr. Cooper in XX/XX/XXXX ( during my PCA ), I was able to speak to an agent to review my account. I was shocked to learn that my application that I sent via XXXX was mixed in with another loan modification application of someone other than myself. There was a written check from another customer that didnt belong to me or didnt matter the name on the account. It appears that my personal information and banking information could have been compromised as well as the other customers information has been too. Its very difficult to trust that my loan modification applications were processed with safe, secure, and ethical standards after several months of dissatisfaction I have had with Mr. Cooper. 


As of the date of this letter, I am still having the same issues and my concerns continue to be unanswered with accurate information or details. The only process that I have seen from Mr. Cooper is continuously charge me bloated fees, not allowing me to make any payments that could help me keep my home and dodging all accountability for the horrible, unnecessary stress that me and my family have been put through.

Company response to consumer: Closed with explanation