Consumer complaint received 2021-07-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
I HAVE A MORTGAGE WITH MR. COOPER MORTGAGE COMPANY. DUE TO XXXX  WE HAD NOT BEEN ABLE TO WORK DUE TO SICKNESS OF XXXX  AND LACK OF INCOME. I APPLIED FOR PANDEMIC RELIEF TO KEEP OUR HOME. MY HUSBAND AND I HAD NOT BEEN ABLE TO MAKE ANY PAYMENTS STILL DUE TO LACK OF INCOME AND LINGERING XXXX  ISSUES IN OUR BODIES. I HAVE ALWAYS KEPT UP WITH OUR ACCOUNT ( ESPECIALLY ONLINE ). I STARTED THE PANDEMIC RELIEF XX/XX/2021 WE WERE ALREADY STRUGGLING WITH PAYMENTS BEING IVE HAD AXXXX XXXX. XX/XX/2021 ; I REQUESTED A MODIFICATION TO GET OUR PAYMENTS LOWERED SEEING AHEAD AND TRYING TO STAY ONTOP OF MY MORTGAGE SITUATION AND KNOWING I WILL BE BEHIND ON PAYMENTS DUE TO THE XXXX. EACH TIME I APPLIED I ALWAYS GOT A REPONDS : Please note that we have reviewed you for options that would allow you to keep the property and for options that would mean that you would not keep the property. Although you may have requested a specific loss mitigation option, we have evaluated you for all other available options to ensure you have sufficient information to make an informed decision. 
Flex Modification - Declined Short Sale - Conditionally Approved Deed In Lieu - Conditionally Approved XXXX XXXX AGAIN I REAPPLY ; In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options. 
RESPONSE ON We have received your request for assistance. Enclosed please find the following documents that must be completed in full and returned to us in order for us to evaluate your request. Please return the attached documents to us by XX/XX/2021. THE FORM WAS SENT AND NEVER RECIEVE! 
XX/XX/2021 ; Were sorry to hear about your financial hardship and hope that you and your loved ones are otherwise safe and healthy. Based on your situation, you have been approved for a Pandemic Forbearance Plan. 
XX/XX/2021 ; If you are having trouble making your mortgage payments, Mr. Cooper welcomes the opportunity to discuss possible alternatives that may be available to you. Call us today to learn more about your options and instructions for how to apply for assistance XX/XX/XXXX, XXXXIn response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options. 
XXXX XXXX ; We have reviewed your application for mortgage assistance. Please find a summary of the programs for which you were evaluated below, based on the eligibility requirements of XXXX XXXX, the owner/guarantor/trustee of your mortgage loan. XXXX XXXX requires us to review your application for the options available to you in a certain order. This means that if you are approved for an option higher in the order, you may not qualify for options that are lower down on the list. 
Please note that we have reviewed you for options that would allow you to keep the property and for options that would mean that you would not keep the property. Although you may have requested a specific loss mitigation option, we have evaluated you for all other available options to ensure you have sufficient information to make an informed decision. 
Flex Modification - Declined Short Sale - Conditionally Approved Deed In Lieu - Conditionally Approved XX/XX/2021 ; In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options I HAVE TRIED TO WORKOUT OUT A PLAN AND WAS TOLD I WAS GIVEN A WORKOUT PLAN BEFORE PANDEMIC. THIS NOT FAIR AND I DONT WANT TO LOSE MY HOME WE HAVE NO WHERE TO LIVE. I REALLY NEED HELP TO WORKOUT A FITABLE PLAN FOR STRUGGLING FAMILIES. 
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Company response to consumer: Closed with explanation