Consumer complaint received 2021-09-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
MR COOPER AKA NATIONSTAR OFFERED A FORBEARANCE/DEFERRMENT LAST YEAR AT THE BEGINNING OF COVID IN XXXX. THEY AGAIN OFFERED EXTENSIONS AND MADE STATEMENTS SUGGESTING THAT THE ARREARS WOULD/COULD BE PLACED AT THE BACK END OF THE LOAN. THEY ARE ALREADY CHARGING ME 4.75 % INTEREST AND HAVE NOT OFFERED OR MADE AVAILABLE A LOWER RATE TO ME, WITHOUT THE DECEPTION OF MODIFICATION, OR A RE-FI, WHICH I WOULDNT QUALIFY FOR, NOW THAT THE LOAN HAS BEEN IN A FORBEARANCE PERIOD... THE LAST CONTACT WAS THEIR REP ( XXXX FROM MR COOPER ) SHE MADE IT APPEAR THE ARREARS COULD BE PLACED AT THE END. SHE NEVER STATED IT WAS NOT AN OPTION. NEVER, NOT ONCE. I STARTED CONTACTED HER AT THE BEGINNING OF XXXX TO NO AVAIL. SHE HAS DISSAPEARED. I THEN GET AN EMAIL STATING I HAVE A NEW MESSAGE ON THEIR WEBSITE, TO WHICH IM TOLD I HAVE NEW CONTACT PERSON, NAMED XXXX. SHE SOUNDS NEW AND CLUELESS SO I ASK FOR A MANAGER. I GET TRANSFERRED TO A XXXX WHO IS SO RUDE, AND DISMISSIVE STATING, THAT " THIS SPECIFIC INVESTOR '' DOESNT OFFER DEFERRALS! HE THEN STATES YOU DIDNT MAKE PAYMENTS FOR 18 MONTHS! AND OFFERS NO SOLUTIONS, EXCEPT TO APPLY FOR A LOAN MOD ( WHICH I HAD STATED TO XXXX BEFORE ) I DIDNT WANT TO APPLY FOR OR GO DOWN THAT ROAD, SINCE I AM AWARE OF THE DECEPTIVE PRACTICES OF THIS COMPANY ( DUAL TRACKING, LIES, AND MISINFORMATION, NOT TO MENTION DENIALS ) HE ALSO STATED I COULD PAY THE FULL PAST DUE BALANCE OF $ XXXX OR A $ XXXX LUMP SUM AND PAY THE REST IN THE FORM OF LARGER MONTHLY PAYMENTS. I ASK HIM TO EMAIL OR MAIL THE OPTIONS TO ME. HE FLAT OUT SAYS NO, WE CAN NOT DO THAT, BECAUSE ANYTHING IN WRITING FROM US CAN BE USED AGAINST US ...?! WHAT? THEY ARE A FINANCIAL INSTITUTION HANDLING LOANS!!! GIVNG OUT VERBAL INFO BUT NOTHING IN WRITING!!! GIVING OUT FORBEARANCES AND DECEPTIVE INFO, BUT THEN WHEN ITS TIME TO PAY THEY HAVE NO VIABLE OPTIONS, WONT PUT ANYTHING IN WRITING, WONT DISCLOSE WHO THE INVESTOR IS, AND WANT YOU TO SUDDENLY PLAY BY THEIR RULES, OR ELSE LOSE THE PROPERTY TO FORECLOSURE. THEY HAVE SET UP TRAPS FOR PEOPLE, NOT TO HELP THEM IN SOMETHING THAT WE ARE ALL COLLECTIVELY GOING THRU, BUT TO SAVAGELY TAKE PEOPLES HOMES AWAY FROM THEM BY DECEIT. THIS IS SHAMEFUL. I TOLD HIM I DIDNT LIKE THE WAY HE WAS SPEAKING TO ME AND TO PLEASE LISTEN TO THE CALLS WITH XXXX XXXX HE CALLS ME A FEW MINUTES LATER TUESDAY XX/XX/XXXX AND ITS THE SAME ABUSIVE TONE AND TELLS ME HE DIDNT HEAR HER SAY THAT ON THE CALLS AND LIES ABOUT THE CALLS. I ASK TO SPEAK TO HIS MANAGER SO HE TRANSFERS ME TO XXXX XXXX, LOSS MITIGATION MANAGER, WHO SAYS SHE WILL LISTEN TO THE CALLS BUT EVEN IF XXXX SAID A DEFERRAL WAS POSSIBLE, ITS NOT AND THEY WILL USE THIS AS A TRAINING EXERCISE. LIES-THEY TRAIN THEIR PEOPLE TO DECEIVE HOMEOWNERS INTO THINKING THEY WILL RECEIVE A VIABLE OPTION, ONLY TO SET THEM UP FOR A NO WIN SITUATION. THEY REFUSE TO DISCLOSE TERMS IN WRITING, REFUSE TO DISCLOSE INVESTOR INFO, REFUSE TO TAKE RESPONSIBILITY FOR THEIR DECEPTIVE PRACTICES, BUT THEN WANT YOU TO PROVIDE ALL KINDS OF DOCUMENTATION ONLY TO USE IT AGAINST YOU AND IN THE END REFUSE ANY ASSISTANCE. THIS COMPANY NEEDS TO BE SHUT DOWN. I DONT KNOW HOW THESE PEOPLE SLEEP AT NIGHT WITH ALL THE LIES THEY TELL. THE CFPB NEEDS TO GET THEM TO COMPLY. MS XXXX CALLED ME ON WEDNESDAY XX/XX/XXXX ONLY TO ALSO LIE ABOUT THE CALLS AND STATE THE DEFERRAL ISNT AN OPTION AND WHEN I ASKED WHAT THE OPTIONS WERE SHE SAID, LOAN MOD, PAY THE ENTIRE BALANCE, PAY 16 MONTHS AND ADD THE ADDITIONAL 2 MONTHS TO FUTURE PAYMENTS, OR BASICALLY HAD OVER THE HOUSE. HA! WHAT A JOKE. SO I ASKED HER TO TELL ME WHAT THE PAYMENTS WOULD BE AND SHE DISCONNECTED ME AND DIDNT CALL BACK! I CALLED HER BACK ON XXXX ( THE # SHE CALLED ME ON ) AND IT WENT TO VOICEMAIL AND A XXXX VOICE RECORDING CAME ON SAYING XXXX ISNT AVAILABLE ....?? I LEAVE A VOICEMAIL DEMANDING A CALL BACK AND ALSO EMAIL HER. TODAY IS FRIDAY XX/XX/XXXX AND STILL NO CALL, NO EMAIL, NOTHING. MR COOPER IS A DECEPTIVE, UNETHICAL COMPANY WITH HORRIBLE PRACTICES THAT NEEDS TO STOP.

Company response to consumer: Closed with explanation