Consumer complaint received 2021-08-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
I am currently enrolled in a Covid 19 Foreberance Plan with my Mortgage Servicer Mr. Cooper. I have been under this protection since XX/XX/2020, I was current with my Mortgage prior to entering this plan. The Servicer Mr Cooper has informed me that my Investor for my loan is XXXX XXXX. 
Since I am coming off the Covid 19 Forberance protection at the end of this month, I contacted Mr Cooper by phone to their customer service department toward the end of XXXX to discuss the option for a Covid 19 missed payment deferal program, and that I was ready to resume my regula m onthly payment. 
This call resulted in the representative claiming they could not discuss my options since my plan ended at the end of XXXX. They directed me to call back after the beginning of XXXX. 
I called XX/XX/XXXX to set up this plan so that I may resume making my regular monthly payment as of XX/XX/XXXX, and have all missed payments defered to the end of my loan. 
The representative on this called refused this option which is a solution made available through the Cares Act, and has also been endorsed by Investor XXXX XXXX as a streamline solution for their loans. 
During this call as I asked questions, the representative claimed that I would need to fill out an application for a Loan Modification which could take more than 30 days, and refused to offer explanation as to why she refused to offer the Covid 19 Payment Deferal which I later confirmed that I was eligible for, she then disconnected the phone as I began to seek answers. 
When I called back the same day, I also logged into my online account and saw this rep had submitted my loan for a modification after disconnecting my call. I called back later that day questioning this. I spoke to XXXX, after reviewing my account he did verify that I was eligible for the payment deferal program and could not find reason why the previous rep would not have offered this and actually told me I was not qualified. 
He tried to reach the specialist group, returned to the call only to say they must have left for the day. 
The next day XX/XX/XXXX I requested they cancel this erroneous request for a modification and proceed with activating the Covid 19 Payment deferal Plan which would take all missed payments put the as a non interest bearing XXXX at the end of my loan. 
The next day I called again XX/XX/XXXX, since as XXXX promised he never called back. 
This time the woman customer service agent advised me that she did confirm my account was eligible to participate in the Deferal Option, in order to process this request she noted that somehow the initial application for a Modification was still active, so she needed to cancel this request in order to be able to offer the derferal option. She then made claim that it would take 3-4 days for the cancellation and for me to call back on Wednesday. 
I have called back numerous times, and to date today I have been getting the run around. My last call was tonight with XXXX of Mr Cooper, after reviewing my account he still could not provide the service requested and then attempted to mis direct my request again, at exactly XXXX XXXX  he purposly disconnected the call. 
MR COOPER is engaged in deceipt, They are intentionally attempting to take advantage of the Covid 19 Forbearance exits of the clients they service. 
By not offering the deferal program that is offered under the cares act, and is made available by their investors. Mr Cooper is acting in their own interest. 
The Deferal Program takes missed payments and puts them into a non interest bearing Lein not payable until the end of the promisary note. 
Also by only offering a modification, this also benefits MR COOPER finacially. Since this option will also affect the clients credit report, lowering the clients credit score, which provides MR COOPER the ability to extend the terms of their loans they service at a higher interest rate, again working in their favor, which also provides MR COOPER protection against the client switching servicers since their credit will be negativly impacted, meaning loans offered by other providers will not be as beneficial to the client since the interest rate will naturally be high due to their credit reporting.

Finally MR COOPER is intentially slow walking this loss mitagation process to take advantage of the Covid! 9 post forberance market to increase the interest of the clients loans they service. 
In all MR COOPER is intentionally neglecting their fidicuary duties to take advantage of their clients during the precarious COVID 19 Pandemic while using such tactics to make ill gotten gains at the expense of violating the rights of hundreds of thousands of consumers whos loans they purchased. I believe the CFPB should launch a full investigation of MR COOOPER.

Company response to consumer: Closed with explanation