Consumer complaint received 2022-11-08 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MO

Complaint narrative:
Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, HUD FROM XXXX XXXX XXXX TO MR COOPER This is the beginning paragraph of this letter describing hardship the XXXX family and tenants endured over 5 years as well as hardship Mr. Cooper did in negligence, fraud in loan procedures monthly payments, falsifying and holding up paperwork for COVID relief, falsely demanding monthly payments without allowing fresh starts of monthly payment. This is abundantly on top of the hardship experienced and is repeated for me. Cooper requesting a hardship letter already issued in the complaint process Read below of death by COVID ... tenant sick XXXX XXXX XXXX after dad died. Then on top of that Mr. Cooper causing more hardship with this situation. 


This letter is regarding Mr Cooper mortgage company 's behavior and actions over the phone over the last XXXX  years out of Texas XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX and wherever their call centers are located that we do not know of. 


When we call we talked to XXXX different people over a period of XXXX  months or longer and we never are given the same information. We call in to make a monthly payment and it is a hassle. We talked to a phone tree for XXXX minutes and finally get to speak to a representative to make the payment it always takes too long and the representative is unfriendly to help us process the payment. When calling in or receiving letters we were never given accurate balances per month and we were charged finance charges and late fees and other fees for miscommunication between Mr Cooper and us which never should have taken place because it should be easy to make a payment per month and given a balance. This was held back purposely by the way you train your call centers to charge these fees. This paragraph is about XXXX and XXXX XXXX before moving to senior housing living dealing with Mr Cooper from XXXX XXXX  and how up to this date it has wrecked credit scores for XXXX and XXXX XXXX. 


This paragraph is about tenants trying to make payments who are the son of XXXX & XXXX XXXX and the XXXX who is XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX of XXXX XXXX whom is XXXX of XXXX XXXX XXXX XXXX. During XXXX and XXXXXXXX XXXX XXXX XXXXXXXX XXXX, who is XXXX XXXX of XXXX XXXX who is the XXXX  of XXXX and XXXX XXXX and are the XXXX  of XXXX XXXX  XXXX for XXXX XXXX  XXXX of the XXXX  at XXXX XXXX  XXXX The situation in all parties trying to make payments and giving permission to make payments we're trying to make payments every month calling in and they were hassled and given permission to make the payments by a letter of declaration that was also a hassle. When XXXX XXXX and XXXX XXXX tried to call in to make payments the same problem with XXXX minutes of a phone tree to get to a representative and the representative was not helpful to take the payment and whenever the confusion of making these payments there were late fees that were unknown.. there were extra charges unknown added to the loan without communication by Mr Cooper to give a proper balance per month. XXXX a XXXX XXXXr died in XXXX of covid and we were offered by Mr Cooper covid relief filling out forms every 3 months. We know that Mr Cooper accepted government money of the covid relief program to disperse. We were given empty promises that this covid relief would either replace the payments or do a forbearance to hold off on monthly payments. Then in XXXX of XXXX and XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX tenant of XXXX XXXX  had XXXX  and the forms were still being filled out every XXXX  months. Then in XXXXXXXX XXXX XXXX tenant of XXXX XXXX  had XXXX  again in XXXX and XXXX of XXXX and these forms were still being filled out by XXXX and XXXX XXXX. This exasperating process was supposed to at least get forbearance or at the very best pay the payments but then Mr Cooper came back and said none of this worked none of this was going to hold off the payments and we were surprised with {$18000.00} of catching up with the loan and before that in between of filling out the paperwork we were told that we had to make payments and we kept filling out the paperwork in hopes to just start fresh with the {$700.00} per month payment but they before that said oh it's {$3000.00} or {$4000.00} to catch up on. Payment per month. So we kept filling out the paperwork and hopes that this covid relief would take place or forbearance could start us fresh at XXXX $ per month agreement and it never did. 


Now Mr Cooper has done a foreclosure for XX/XX/XXXX and we are going to do whatever we can to do an injunction to stop foreclosure and by law of Missouri do a loan modification and have an agency XXXX and HUD and XXXX  help us speak with Mr Cooper. There will be no more phone calls because Mr Cooper can not be trusted over the phone. All communication and information will all be in writing for now on and Mr Cooper must respond by law and by law of Missouri in a loan modification. Missouri law states that no foreclosure can take place in a loan modification. We need the agency of XXXX and HUD and the XXXX XXXX XXXX  to intervene with this process because Mr Cooper can not be trusted over the phone as we've tried this for years. I, XXXX XXXX, am living at XXXX XXXX  XXXX so loan modification by XXXX  XXXX must be accomplished with Mr. Cooper allowing loan modification by XXXX  XXXX. 


And if necessary after we figure all this out with loan modification and stopping foreclosure and trying to get out from under Mr Cooper and XXXX XXXX using his finances to buy the loan out we want to look into suing Mr Cooper for all the harassment, all the lies, all the problems over the phone that have happened for years and they have these recordings but most likely they will loose these recordings that are in their system of all these phone calls. 

Never should it end up this way especially after Mr Cooper received COVID relief from us government.. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation