Consumer complaint received 2025-05-12 00:00:00
Product: Mortgage — Conventional home 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: NY

Complaint narrative:
In XX/XX/year> I received a letter from XXXX XXXX  that said Mr.Cooper would become my new servicer as of XX/XX/year>. On XX/XX/year>, I received a call from XXXX XXXX  in collaboration with Mr Cooper with an offer to settle out our differences through what sounded like a streamline modification ( they called me, they solicited me ). 

I spoke to a representative by the name of XXXX, she made me a modification offer that sounded affordable. She said the new amount that I would have to modify is now {>= $1,000,000}. She also said that their modifications can be refinanced for up to XXXX  years which would make my payments affordable and Id have XXXX trial payments. She asked me to fill out an online application and sent it to me by email while we were on the phone. It finally sounded like XXXX wanted to make a deal. 

On XX/XX/year> I opened the email, filled out the application and submitted it. I got a confirmation that it was received and that I would hear from them shortly. On XX/XX/year> I received an email reply with a modification workout offer. I opened the email and it asked me to log in to the XXXX XXXX  XXXX, the same portal I used to fill out the application. I tried to login but this time it said ACCOUNT NOT ACCESSIBLE ONLINE, so I called the listed XXXX XXXX  number for assistance. 

I spoke to a representative and she told me that she didnt have access to my modification and couldnt see the workout because the account is in litigation. I explained that the modification is designed to settle the litigation. She tried contacting her supervisor and was told that she couldnt help me as the account is in litigation. 

On XX/XX/year> I called again. This time I was fortunate to get XXXX, the representative who originally called me and asked me to fill out the modification application. I explained that I had filled out the modification application and received a workout package by email. She was suprised that I wasnt able to enter the online portal. She searched the system and saw that the application was received and that the foreclosure sale date was put on hold. She told me they would send me a letter with an update if anything additional was needed. She also told me that a manager was working on removing the file from litigation. She said her supervisor would return my call in XXXX hours. She also said she would call me back personally with an update by the following XXXX  regarding the workout. I neither heard from her or her supervisor to this day. 

After not hearing from anyone I spoke to another representative named XXXX on XX/XX/year>. She told me she could not help me because my account is in litigation and that I need to call the banks attorney who is handling my case. 

On XX/XX/year> I called XXXX, XXXX and XXXX, the banks attorney who is handling my foreclosure. I spoke to XXXX XXXX, the attorney in charge of my case. I explained to her that XXXX XXXX made me a modification offer and after submitting the application and receiving an approved workout, they advised me to contact legal because they said the property is in litigation. 

I asked XXXX XXXX if I was not eligible for a modification and she said she believed I was not entitled anymore. I explained that RESPA is in place to make sure that homeowners have the opportunity to save their homes. She asked me to send her an email that she would reply to, but she has not replied since. In XXXX on XX/XX/year> she submitted documents and confirmed the date of the foreclosure sale for XX/XX/year>. Remember I was advised that the foreclosure auction sale date had been put on hold because of the current modification and workout process. The bank and its attorneys are in a relentless pursuit to take my home. 

We have been in court screaming from the top of the mountain, but these law firms are using their clout and influence to have the courts turn a XXXX eye to their fraudulent practices. 

XXXX XXXX XXXX the XXXX XXXX  the XXXX, it's called business. When the XXXX  XXXX  back, it's called XXXX. '

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation