Consumer complaint received 2022-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Mr. Cooper - Due to XXXX affecting my mother and caring for her, I was off work and then returned to reduced hours. I was under the CARES Act Forbearance and on XXXX, XXXX, I applied for a loan Modification, I was told by the rep that the modification should be completed and 1st payment would be probably by XX/XX/XXXX. End of XXXX I got notice that the modification was denied and that I needed to pay back the full past due. When I explained I did not have that type of money, I asked for a 6 month repayment plan and there only response was no, I needed to pay {$13000.00}, then I could get on a repayment plan. They then continue to say I could sell my home, Deed in Lieu or short sale. They misled me to believe I would start making my payments fresh by XXXX, XXXX. On XX/XX/XXXX I added my brother as authorized to speak on my behalf in writing because he is a supervisor for a servicing company and told me they are not trying to help me. My brother called XX/XX/XXXX and they told him the same thing, My brother then told the rep that a certified payment would be sent for {$3300.00}, asked for wiring instructions, XXXX XXXX XXXX XXXX XXXX. The rep provided this information. My brother then told the representative that the {$3300.00} will be sent by XX/XX/XXXX and that with my tax refund in XXXX, we should be able to complete most of the past due. The rep said no problem he would notate the account. I gave my brother the money to send for me. He went to money gram to send the {$3300.00} and was told by the money gram rep it was being rejected, went to another location and the same. Went to a XXXX XXXX location and was told the payment would not process and was given a # to call Mr Cooper. My brother called in XX/XX/XXXX and the office was closed, called again XX/XX/XXXX and spoke with a different rep who said, no the minimum they can accept is {$13000.00}. I immediately asked for a Manager because as a financial institution they can not be rejecting certified funds if someone is trying to pay. I was then put on hold for over an hour. Then an escalation specialist came on the phone, confirmed it was not a manager even though I asked for one and the other rep just reiterated the same thing, again my brother asked for a manager, but continued to be put on hold. It was not until my brother told the escalation specialist that if he does not talk to a manager or someone willing to help, he would start notifying the CFPB and XXXX XXXX XXXX  of their unlawful business practices. He was then put on hold for another 30 min. The escalation Specialist told my brother that she spoke with a Manager and said she assured him the Manager would call him back the next day by XX/XX/XXXX. No call was ever received, My brother waited for another day until XX/XX/XXXX to give the benefit of the doubt since the XXXX of the month is a high call volume day, never received a call. Now today XXXX with his help I am posting this. I need the CFPB to help me with this complaint. I need someone in upper management who has authority to call my brother so I can get this rectified. My brother does not want any call from any escalation specialist, he needs a call from a manager or executive. I feel like because I have over $ 300k in equity, they are forcing me to sell my home. I am a single mother and have lived here for 20+ years.

Company response to consumer: Closed with explanation