Consumer complaint received 2019-02-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
Good morning, we are following up our first complaint with this, as we believe That mr. Cooper has not been completely forthcoming playing with their response to our original complaint.. XXXX. 

We have been acting in good faith, for more than a year now, with mr. Cooper and they are simply stonewalling us. They improperly modified our Loan in XXXX and now we're at a threshold we're in the only option of modification would be to increase our payments. 

This is the complete story of our situation - Our initial troubles began in XXXX and our loan was being serviced with XXXX XXXX XXXX. XXXX my fianc worked for a new XXXX XXXX and lost his job when the company shut down. He was out of work for 11 months and was finally able to get a job at a XXXX making about of what I used to make. I, XXXX XXXX also worked for a new XXXX XXXX at this time and was also forced to take a pay cut. After going back and forth with XXXX XXXX XXXX, we were offered a loan modification with a {$200.00} payment reduction. After our 2nd trial payment to XXXX XXXX XXXX, our loan was transferred to Nationstar Mortgage which is now Mr. Cooper. We were told that everything would transfer over and be seamless. This was not the case. Nationstar would not accept our 3rd trial modification payment until everything was transferred over to their system. We called everyday to check on the status and got the run around. They started the foreclosure proceedings as they had no record of the trial modification. At this point we had to hire a company to help us as we were at our wits end. In XXXX, we were finally offered a trial modification. The original loan amount was {$150000.00}. The trial modification brought our new interest bearing principal balance up to {$190000.00} and deferred a non interest bearing amount of {$84000.00}. Our new monthly payment went to {$1300.00}. An increase of about {$200.00} from our original note. Even though this was not the best option for us, we accepted the modification as we just wanted to get this behind us and get things back to normal. A copy has been included with this letter. 
In XXXX, XXXX was again laid off. We contacted Mr. Cooper and were told that we could reapply for a new loan modification, so we did. We were denied and again our home was put into foreclosure. With the terms that they modified our loan at originally, it is impossible to have it modified again. With the original modification. We have been in constant contact with Mr. Cooper trying to work with them, but there response is always the same. I feel that at this point they are not even looking at anything that we submit. We hired a company to help us and they had us file multiply bankruptcies to stop the foreclosure sale dates on our home, but never actually did anything with Mr. Cooper on our behalf. 
A few days ago, we requested a payoff quote. They have our payoff at {$310000.00} good through XX/XX/XXXX. They also put the current automated valuation on our home at {$130000.00}. 
We are at the end of the rope and the only thing we want is to keep our home. We are asking for your help to have Mr. Cooper provide us with a current market value appraisal and based on that a principal reduction. 
I, XXXX XXXX am on the title of the home along with XXXX XXXX. XXXX XXXX is the only one listed on the mortgage note. XXXX regained full time employment in XXXX as a XXXX XXXX   working for XXXX XXXX getting paid {$42.00} an hour. I also am working full time and we are more than able to pay our current mortgage payment. The problem that we have is that we cant pay the past due. We are at the end of the rope and the only thing we want is to keep our home. We are asking for your help to have Mr. Cooper provide us with a current market value appraisal and based on that a principal reduction. 

Thank you for your time, please feel free to reach out if you have any questions. I can be reached at XXXX or my finance XXXX can be reached at XXXX

Company response to consumer: Closed with explanation