Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: WV

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX To Whom It May Concern : Regarding : XXXX XXXX I am making a very serious complaint that I need escalated. XXXX XXXX is acting in bad faith to the highest extent with my home loan. I am going to summarize tthe main issue. I was finally approved for a XXXX XXXX for a loan modification. On XX/XX/XXXX, I received the XXXX XXXX XXXX. I was approved for a XXXX ( XXXX XXXXXXXX XXXX ). Which states, some of the amounts you currently owe will be moved into a new, interest-free junior lien payable to the United States of America XXXX XXXX the XXXX XXXX XXXX XXXX These amounts will no longer be part of your existing first mortgage and wont be due until your existing mortgage/deed of trust is paid off, matures or until you sell your home. This is done to keep my payments from increasing. 
Then it states this : To accept and complete this XXXX XXXX XXXX, follow the steps outlined below. 
Step XXXX : Contact Us or Send Your XXXX XXXX XXXX Plan Payment to Accept this Offer You must do XXXX of these by XX/XX/XXXX : Contact us by phone or in writing to let us know if you intend to accept this offer ; OR Send your first trial period plan payment of {$700.00} to accept this offer. 
So XXXX XXXXXXXX XXXX is for XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX in the amount of {$700.00}. One thing I want to include here, I did not get a lower payment, they actually increased my payment a month. After telling me I couldn't afford the payment. I thought a loan modification was supposed to help you continue making payments by lowering it, not making it even more a month. But I did not complain, I knew I could make the payments. 
Not one time did anyone tell me I could not make my payments early. This is going to be the main issue to come so remember this. So I had to make the XXXX payment by XX/XX/XXXX to accept the deal. I made the first payment on XX/XX/XXXX in the amount of {$700.00}. As soon as I paid the XXXX payment, the website immediately said the next month due was XX/XX/XXXX. On XX/XX/XXXX, I paid for the XXXX payment and on XX/XX/XXXX, I paid the final payment for XXXX. Once that oayment was made, the website said " XXXX XXXX XXXX ''. The following day I called to verify they had everything. I was told I have done everything needed, I was just waiting on the documents to generate.From XX/XX/XXXX till XX/XX/XXXX, that is the exact same response I got each time. Nothing more for me to do. 
Before I get to XX/XX/XXXX, around XX/XX/XXXX when I spoke to them, all of a sudden they started asking me if I wanted to make that last payment for XXXX had to keep telling them this was already taken care of months ago. They actually updated the website to show I still owed for XXXX. Each time I corrected them, they clearly didn't fix anything. Every call I received following that first XXXX, every XXXX of them was asking if I was calling in to pay. 

On XX/XX/XXXX I received a loan modification denial. 
Dear XXXX XXXX : This is an important notice regarding your mortgage assistance offer. 
You were previously evaluated for and offered a XXXX XXXX XXXX. The terms of that XXXX required that you remit payments by the required due dates in order to qualify for a permanent loan modification. Unfortunately, we are unable to offer you a permanent loan modification because you failed to complete the plan. 
Please contact us if you would like to discuss other loss mitigation solutions that may be available to you. 
If you have any questions, your Dedicated Loan XXXX is XXXX XXXX and can be reached at ( XXXX ) XXXX Sincerely, XXXX XXXX So I was sweriously denied for paying early. My XXXX XXXX XXXX XXXX XXXX, knew when I made these payments. From the day I made the last payment, XX/XX/XXXX, all the way till the denial, no one even mentioned this. We could of easily fixed it. Not that it should matter anyway. XXXX XXXX of the XXXX XXXX was to establish that I could make those XXXX consecutive payments, which I did. The same amount of money was paid in a short period rather than over XXXX months. This was a simple mistake, and a very fixable one at that. Even though it's the most ridicolous reason Ive ever heard. Here is what the agreement states will fail the modification. 
What Will Cause Your XXXX XXXX XXXX to Fail? 
You do not make a scheduled XXXX XXXX XXXX payment by the last day of the month the payment is due; or You vacate or abandon the XXXX XXXX it tells you what will happen if you don't make payments, which is understandable. Notice there isn't anything about making payments early failing you. I was assigned a XXXX XXXX XXXX XXXX XXXX, I don't know why. I called and asked for her countless times and the people answering the phone would say " Let 's see if I can help ''. I spoke to that girl maybe twice. When I finally spoke to her about this, she even apologized for not being avaliable and for not reaching out after I made that last payment. The website said " XXXX XXXX XXXX '' for several months. I did just that. The agreement states this was the next step. 
The XXXX will be effective after : You have successfully completed your XXXX XXXX XXXX ; You have properly signed and submitted your XXXX  Documents ; AND We have returned a fully executed copy of the XXXX Documents to you. 
They would not work with me on this at all. The girl I was talking to told me we can just start this again, because " we know this time what NOT to do ''. She also said I was already approved, so the process should be quicker. During this time, I read online about an appeal process for a loan modification. It stated that another person would look over my situation. I called them and asked them why I was not made made aware of the appeal process and I was told " there is no appealing that decision ''. I told her I know for a fact I am allowed XXXX  days to file the appeal, but for some reason, no one mentioned that to me. I was also lied to, directly to my face about it. That is bad faith, predatory lending, probably several other things. 
For now, let 's just go on to the second attempt. I did NOT get a denial letter, nor is there XXXX posted on my account. I called and talked to someone and this is what was said. " I didn't make enough to make the payment ''. I told her " I already proved I could, why am I not being allowed to do the XXXX XXXX XXXX? '' Now I'll be honest, at first I totally didn't realize they did this. It was later on after I read about bad faith and predatory lending that it clicked. She said " the amount due would have to be rolled into the total, making your monthly payment higher, in which you could not afford ''. I did not catch this at first, they changed the terms this time just to deny me. 
The XXXX did not raise the payment. They can't change the terms like that. That is beyond illegal. This second attempt should not have had to happen anyway. I completed the first trial plan. They are not working with me at all. I make more money now than I ever have, I do not have money issues anymore. The entire reason this happened was due to me having XXXX surgeries on my spibne, back to back. I couldn't do anything about that. I was denied literally every program ever made. 
They slipped up on the phone and said this house was worth {$210000.00} now. I paid {$110000.00} for it. This is the only time I have ever needed assistance. XXXX XXXX needs to be investigated for this. I read online they are well known for their handling of loan modifications. All I want is for them to honor the first trial plan. This is my home, my XXXX dogs are buried here. They will never have to worry about me missing a payment again. I thought I was making myself look better paying early. It sure didn't cross my mind it would cost me my house. If they try to foreclose on my house, I am going to sue them for everything I can. 
Thank You, XXXX XXXX ( XXXX ) XXXX Loan # XXXX

Company response to consumer: Closed with explanation