Consumer complaint received 2021-01-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
I originally had a mortgage with a company by the name of Pacific Union Financial , Llc and experienced a hardship back in XX/XX/XXXX. Around XX/XX/XXXX, I applied and was approved for a loan modification with Pacific Union and completed my trial payments in XX/XX/XXXX. At that time, I was notified by Pacific Union that they were no longer going to be my servicing mortgage provider and that I would be transferred to Mr. Cooper. I was also informed that Mr. Cooper would pick up on my loan modification where it left off to finalize the process. In XX/XX/XXXX Mr. Cooper acquired my loan and they sent me out documents letting me know that I will be receiving a loan modification package and it would need to be notarized. I received that package XX/XX/XXXX and returned it in XX/XX/XXXX. 

I was told that my loan modification would be finalized within 30 days which would be around XXXX XXXX time frame. I was also told by the representatives I spoke with that I would not be required to make any payment because my loan has not been " booked '' and they didn't know what the new payment would be since it still had to go through the underwriting process. Then the representative said if I had not received a letter or call from them ( Mr. Cooper ) to call their customer service line and get a status. The following month I did just that and I was told may loan still had not been finalized and they were unsure what is taking so long etc. I asked again do I have to make payments and was told I don't have to because my loan is not finalized but if I wanted to I could pay the amount I was paying for my trial payments. ( When someone is facing a financial hardship and they are told they don't have to make payments until their loan is booked, they will consider that statement to be extremely beneficial and flexible and opt not make a payment if they don't have to, that's what I did. I took that as an opportunity to pay other debts that had accumulated from my hardship since there was time and flexibility since my loan hadn't booked. ) Long story short, my loan modification was approved in XX/XX/XXXX and it was not booked/complete until XX/XX/XXXX, 6 months later. That is well beyond the 30 days that I was told it would take. And to make matters worse for me, when I called in XX/XX/XXXX they then told me I was delinquent all of the months in between the loan modification. I simply did not understand how I was approved for a program to help me get out of my financial hardship only to have it prolonged and worse off than what it started. They then started the process to foreclose my home and told me it was not their fault that I did not pay for the months that the representatives told me I didn't have to pay. They mishandled my loan modification and I am suffering tremendously. I just saw the class action law suit and my body nearly went into shock because the complaint details exactly what happened to me in XX/XX/XXXX. If there is anyway you all can assist me with some type of resolution to retain my home with the class action that was filed ( see below ) I would greatly appreciate it. The only reason my home has not been foreclosed is because the pandemic hit us in XX/XX/XXXX and I was able to file for forbearance. Prior to all of this I even reached out to my VA Home Loan Specialists to see what they can do and they took the side of Mr. Cooper. It is very unfair to have this type of thing occur and lose my home because my " trusted '' mortgage company failed to handle my loan modification properly and timely. 

My credit is riddled with late payments and delinquent status ' due to this mishandling of my loan modification as well. I also have to report the delinquency to XXXX who hold 's my Top Secret security clearance which puts a flag on my ability to use my security clearance because I have defaulted on my loan. I am suffering in more ways than one and something needs to be done on Mr. Coopers end to resolve this hardship. 

In the attachments I uploaded you will see where Mr. Cooper claims they told me to continue making payments when I called. I asked them if they could go back and listen to all of the recorded calls and they will hear the representative telling me I don't have to pay anything until my loan was booked. They are trying to cover themselves and I am out left to dry. The other attachment dated XX/XX/XXXX shows where they denied me a new a fair loan modification and my only options were to short sell my home or Died in Lieu. 

Forum Civil Action Court United States District Court for the District of Columbia Docket number XXXX Initial filing date XX/XX/XXXX Status Post Order/Post Judgment See status definitions Institution type Nonbank Total consumer relief {>= $1,000,000}

Company response to consumer: Closed with explanation