Consumer complaint received 2022-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Dear CFPB - I need your help. 
My bank ( MR COOPER LLC ), has erred in canceling an open Modification application and proceeding to Forclosure soon on XX/XX/XXXX, XXXX. Please contact Mr Cooper Mortgage Co. 

Status : I was approved For a modification XX/XX/XXXX. With first trial payment date XX/XX/XXXX, this was interrupted by pandemic forbearances issued by Cooper starting in XX/XX/XXXX, and continued a long time. This is my first new Non-Delegated pending Modifacation since the pandemic with due date XX/XX/XXXX, XXXX Cooper canceled this pending mod with no decision in error.

I received Mr Cooper Mortgage Co Notice letter dated XX/XX/XXXX, ( Received by me XX/XX/XXXX ). 
This Cooper Notice tells me Cooper has canceled consideration of my Non-Delegated pending Modifacation without evaluation for assistance. Cooper stated : You did not provide us with all requested documents within time frame required. -This is not true & mistaken error by Cooper Home Loan co .

Cooper invited me to Modifacation with Deadline to submit the application by XXXX XXXX XX/XX/XXXX, - Cooper wrote to me & confirmed that they received my application and 34 pages of documents before the deadline.

In Cooper letter dated XX/XX/XXXX, They requested additional documents. The category requested related to income. In my first submission, I had already included bank records, IRS Tax return, Job income, investment income and statements related to how I make my income including Profits & Loss statements. Mr Cooper asked for same documents again 4 days after they first received them. Rather then dispute this I wrote them my letter dated XX/XX/XXXX, telling them I will send all that they requested by there letters deadline of : 7 days prior to a Forclosure sale date. Then shortly after this they move the Forclosure sale date, thus moving the deadline to submit the requested documents to 7 days prior to the NEW Sale date of XX/XX/XXXX. 

To make matters worse of an error, the Cooper letter dated XX/XX/XXXX, canceling my Modifacation for not sending additional modification documents, canceled my pending modification 18 days before the due date of XX/XX/XXXX, Cooper never gave an actual due date. They just say : 7 days prior to a Forclosure sale date, that created the due date of XX/XX/XXXX, since the sales date was XX/XX/XXXX. But XXXX canceled 18 days before the XX/XX/XXXX due date created by them. 

Facts 1 ) I received Coopers Letter dated XX/XX/XXXX ( Recevd XX/XX/XXXX ). This was Coopers acknowledgement of my modification application with attached 34 pages documents. Also, in this letter Cooper requested three missing or incomplete documentation related to my income. I believe your request was reasonable & necessary.

2 ) Cooper issued a hard but moving deadline at the bottom of page one, of the XX/XX/XXXX letter. Cooper determined the deadline to be : We Must, however, receive the completed Borrower Response Package No Later Then 7 days prior to a scheduled foreclosure sale _ -That deadline date has not passed yet. So the documents requested are not yet late or required to be submitted yet. 

3 ) In my response letter dated XX/XX/XXXX, to Cooper ( USPS trackingXXXX delivered to Cooper XX/XX/XXXX ). I thought this moving deadline so strange that in my letter I confirm the documents requested and reiterate Coopers own deadline of 7 days prior to a Forclosure sale date I also pointed out in good faith that I noticed a hardship document that was not request but would expire on XX/XX/XXXX. I declared I would also update that unrequested document as well, thus correcting Coopers failure to request that document as well. Furthermore, I wrote, I would actually get Cooper the documents 10 days advance of the Forclosure date well before the Offical deadline of 7 days - I received NO RESPONSE on my XX/XX/XXXX letter from Cooper. 

4 ) In XXXX during the above letters from and to Cooper the Forclosure sales date of public recored was XX/XX/XXXX, per the notice from XXXX XXXX XXXX on behalf of Cooper and public record. XX/XX/XXXX, was the ONLY sales date in Both XXXX & XXXX That means the deadline for the above requested document was 7 days before that. So XX/XX/XXXX, was the deadline for the requested documents-this is 7 days before the XX/XX/XXXX Forclosure sale date. You letter of XX/XX/XXXX, canceling my Modifacation consideration was XXXX before the due date to submit the requested documents. 

5 ) Additionally, the due date of XX/XX/XXXX 7 days prior to a Forclosure sale date, '' was moved to XX/XX/XXXX, when you changed the Forclosure sales date to XX/XX/XXXX. XX/XX/XXXX, is 7 days prior to a Forclosure sale date.

6 ) In several other recent letters on other matters Cooper makes mention of the pending requested documents never giving any new due date or self correcting your due date error. They just in passing remind me of the list of documents again and write : As soon as possible, as you deadline. LOL ( In Cooper letters dated XX/XX/XXXX, XX/XX/XXXX & Others ) Summery : In Cooper document request letter dated XX/XX/XXXX, they never gave a specific date deadline. Cooper also never gave a specific Forclosure sale date connected to your deadline. They tied the deadline to a moving target of a moving forward Forclosure unknown sales date. First it was XX/XX/XXXX, now XX/XX/XXXX. But Cooper canceled my pending modification in their XX/XX/XXXX letter well before even the first moving deadline of XX/XX/XXXX that was connected to the XX/XX/XXXX sales date. 


My Request : Please FIX THIS ERROR - with the standard & required 30 days from the date of a new letter listing all the additional, missing or updated document needs Cooper needs.

Thank you to the staff of CFPB fro your assistance.

See Attached 1 ) Cooper letter dated XXXX, XXXX, XXXX, showing deadline 7 days prior to a Forclosure sale date, '' that means XX/XX/XXXX, XXXX ) Errored - Cooper letter dated XX/XX/XXXX, canceling my pending modification for missing deadline end

Company response to consumer: Closed with explanation