Consumer complaint received 2019-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
In XX/XX/XXXX we bought our home for XXXX in XXXX, california. We put down XXXX of our own money and the balance of approx 363,000 was the balance to finanace. 
I believe first it was XXXX XXXX XXXX. But our house was worth XXXX and we put the XXXX down, So we already invested XXXX the day we bought it XX/XX/XXXX. 
Then houses dropped value and people struggled at their jobs and our homes went down almost to XXXX, and we just stayed because we had our family here and this was our home and didnt matter if we lost value in it, we would stay. Then there were the transfers from XXXX to XXXX, and then XXXX did some things that caused our escrow to be messed up and we no longer needed flood insurance and was able to cancel it. But the following year, XXXX   automaticallly added it back on for the amount it was before, and said they received a bill from the flood insurance so they paid it. We argued that anyone could send a bill and want it paid out of our account but that doesnt mean you do it. That was not authorized. Our escrow analysis ended up causing our payment to go up do to the error. 
Then we were told that we could qualify for the hope modification because we had fallen behind so we did everything that we were supposed to do, and papers were never all complete.This didnt work out and was very stressful and then XXXX merged with XXXX XXXX XXXX. So then XXXX XXXX XXXX was supposed to work with us to get a modification and workout. This was the beginning of the worst experience and we wish we knew what we know now because we should have just paid an attorney to do it. We did not know that any company can lie and tell you that they have everything and to wait to hear and then never hear from them, and when we finally called hope, they said they have been needing docs and these were docs that XXXX XXXX XXXX reps checked and confirmed and were supposed to make sure they received them. The anxiety and stress of being in fear of talking to a rep and hearing them say one thing and just not knowing how to make sure they are not lying and will do what they say was something that has taken a huge toll on us. This went on and they wouldnt accept a payment which further caused us to fall behind and the past due balance and interest was building. I saw on the XXXX XXXX XXXXXXXX website that it said we were approved for the hope mod and at the same time they were reviewing us for their own in house mod which we didnt want and I actually printed that page from the computer on the XXXX XXXX XXXXXXXX website because I knew they would delete it once they realized because they did that anytime something computer generated and was not what they wanted. and that was exactly what they did when we said the website said we were approved and even said congratulations. They said it was an error. and when we went back to check the status for the modification, It was removed. But we begged and waited and waited for a solution and everytime we called XXXX XXXX  XXXX, they treated us like we were bothering them, and we werent going to get an answer if we kept contacting them, but at the same time, we would get those form letters saying that we need to contact them if we want to stay in our home and things like, dont wait and the sooner we contact and get a solution started the sooner they can help with available options. ( this was obviously just auto sent and to look like they want to help and we dont want to get help ) Finally after making us get to the most desperate level of waiting, around XX/XX/XXXX/XX/XX/XXXX XXXX XXXX XXXXXXXX had a rep call and offered a modification, and we were told that we had to return the signed modification right away and we had no time to wait to avoid the offer becoming void. The modification was horrible and the many months of interest and fees and payments were all added and then we were to make new payments that would be paying interest on the total balance that was now around 400,000, which meant we were paying interest on interest from the past due payments. This was so unfair and unaffordable and not only were we not getting offered the hope help which would lower our payment, we had to pay more, and we said we did not feel it was a fair offer and we were told that the main reason for the modification they offered is to bring us back to a current status, So we had no choice, even though we didnt have to accept it, we didnt want to lose our home and we had already invested over XXXX   plus payments from XX/XX/XXXX, and they knew we would do anything to not lose it. We should have had an attorney do this. So I advise anyone to just pay and use an attorney because so far this has cost us our XXXX down plus another 50 to XXXX because our loan balance started at 363000 and would have been a lot less by now, but instead somehow they have us up to XXXX. We never took out any 2nd mortgage, nor borrowed from our equity and these modifications that were offered by XXXX  XXXX XXXX and nationstar were only to gain more interest and higher balance owed and we were deceived. Then another very shady thing happened and we need help in investigating it. On XX/XX/XXXX ( or the day before or after ) but XX/XX/XXXX was when we received a fax from our XXXX XXXX rep., but then we spoke and He said that the payment for our insurance premium wasnt located. When I called the lady who had made the payment at XXXX XXXX XXXXXXXX, she said she sent it and gave the information used to send and our accounts number that it is sent our of ... The rep who also managed that XXXX location said that he found a payment sent to a XXXX in another state and into an unknown name but there was an account. .It was for a large amount of money and I think he said it was around 70,000 to 80,000 but I didnt understand since our account didnt show a payment but he explained that our accounts number that they use to identify or whatever, was used from ours and he advised that we investigate it. He said that is our money.. We never got an answer from the girl and we were told it was probably an error but we were so naive and desperate and now we feel that they moved money or stole money somehow through our mortgage. There is no way to find this out now but I will include the date and the name of the XXXX XXXX company and his name..I believe was XXXX XXXX at XXXX in XXXX XXXX and may have changed companies because I tried to contact him there. Next after such a horrible experience and a higher balance and not getting the hope modification, XXXX XXXX XXXX transferred us to nationstar. Nationstar also prolonged the process and didnt even give us information on how much we needed to pay but we were only owing a balance of around 412,000 to XXXX XXXX  XXXX and XXXX XXXX  XXXX and the previous past due was not transferred to nationstar. But nationstar finally gave us a modification, and the payment was lower but the catch was they added a lot to our balance that we did not owe them and shouldnt have added .. They gave us a modification for around 343,000 ( which HONESTLY WOULD AND SHOULD HAVE BEEN OUR BALANCE IN XX/XX/XXXX/XX/XX/XXXX because we had only owed a balance of 363,000 after our XXXX down on our home in XX/XX/XXXX, so by XXXX XXXX it would even be less, but we realize there is past due but should never be the amount they gave us which was around 343,000 interest bearing and then they said we would have an additional amount of around XXXX non interest bearing that would be paid when we sell or lose it or whatever so our balance now in XX/XX/XXXX/XX/XX/XXXX was up to almost 480,000. We were given worse options and we now dont even know where our XXXX  down has went. 
But we know now that what they did in XX/XX/XXXX was the worst and we went only a couple months behind and asked to make a payment arrangement on the past due since we were only 2 months behind and they refused and would not allow any payments at all after we asked to break down the past due..They wanted us to be late, which we later didnt know why but now we do. They made us wait and finally after months of begging for a payment plan, in XX/XX/XXXX, suddenly a rep called and offered to allow a payment of our monthly plus additional amount which totaled XXXX and if we paid that 3 months we would be considered to have options to pay back the past due..We felt the XXXX was our 2200 plus additional 600 or so to pay towards the past due each month and then after paying for a few months, we received a packet ... XXXX XXXX STANDARD MODIFICATION saying we can now sign and send back in 10 days and new payment would be XXXX and I called upset and said that was over 600 more a month payment and was not helping and we didnt want this new payment but we wanted to pay our regular payment plus additional which is what we were led to believe and he said you were able to afford the XXXX for the months trial so this was the amount of the new mod. They had went and added the 363,000 plus the non interest bearing of around 133,000 and made our total balance of the interest bearing and non interest bearing into a full balance of almost 480,000 interest bearing and said they kept the interest rate at 4 percent, as if that was fair. So now our payment went up over 600, a month and our balance was almost 500,000. 
THIS XXXX XXXX STANDARD MODIFICATION WAS DONE AND WE WERENT AWARE THAT THIS MODIFICATION REQUIRES THE NEW PAYMENT TO BE EQUAL TO OR LESS THAN THE CURRENT PAYMENT.. 
NATIONSTAR BROKE THAT DELIBERATELY and it was to get this balance and money from us. They dont care, and then also we did not know but when we agreed to it, we were told that it may be  more per month now, but later we could work on a better modification ... THAT WAS A LIE..THEY FAILED TO TELL US THAT XXXX XXXX ONLY ALLOWS 3 MODIFICATIONS FOR THE LIFE OF THE LOAN. and we feel that we were pressured and decieved so we would not be able to do any other modifications since 2 of them were with nationstar. Nationstar and mr cooper denied and denied us any other modifications and even though XXXX XXXX allows an exception for the modifications on loans previously modified 3 or more times, nationstar refused and then after filing default in XX/XX/XXXX, they transferred us to shellpoint, who has also done nothing but only demand a large sum of money up front and 5500 to 6300 a month repayments which we cant afford and then said they tried to help but I told them it was not affordable..XXXX DENIED OUR MODIFICATION REQUEST BECAUSE THEY SAID IN THE DENIAL LETTER THAT THEY REVIEWED US FOR THE STANDARD MODIFICATION BUT OUR NEW PAYMENT WOULD BE HIGHER THAN OUR CURRENT PAYMENT SO THE XXXX XXXX STANDARD MOD REQUIRES THE NEW PAYMENT TO BE EQUAL TO OR LESS THAN THE CURRENT PAYMENT..This is so horrible because the standard modification ended in XX/XX/XXXX and they must have never even fairly reviewed since they reveiewed us for a program that ended 2 years ago..BUT NATIONSTAR BROKE THAT RULE AND REQUIREMENT FOR ELIGIBILITY BECAUSE THEY DID  MAKE OUR NEW PAYMENT HIGHER THAN OUR CURRENT PAYMENT IN XX/XX/XXXXWITH THE XXXX XXXX STANDARD MODIFICATION..SO THIS ONE NEEDS TO BE VOIDED AND WE should be given a fair loan balance at least back to a fair amount and a new fair payment plan which we deserve a payment that is fair and not given bad repayments and modifications and unethical practices to get us to agree to unaffordable and unfair payments and we see they keep putting our house up for sale but they dont even have the right to do it and the XX/XX/XXXX modification agreement was not done according to rules that lenders know they cant do to customers. XXXX says XXXX XXXX owns our loan..nationstar says XXXX XXXX owns it , and even XXXX XXXX XXXX who transferred our loan in XX/XX/XXXX tried to even do some tactics with our defaults and claiming our home..They are all using very unethical tactics to take our home and our family is having major stress and we need help ..We are searching for the best attorney to sue and get this off of us and get our home out of the hands of these lenders who use tactics and practices to manipulate and gain and then they only reply with form letters and repeated denials and the explanations that claim they offered and helped us with 3 modifications and attempted to offer repayments but we didnt complete them, which is definitely their tactics to use to make the customer look like we cant pay when we were never given any fair options and all along the lenders allowed months to drag by and not take any payments and no answer just to get us too far behind to afford the new balance that they waited and hope to sell our home and gain.. 
PLEASE help us just get a fair payment and maybe help return some of our money we have invested of our XXXX   down at least.. If not at least just allow us to make a regular affordable payment and be current, and we can now afford a regular payment of 2500 to 3400 per month but we will keep fighting and contact anyone or any news to not allow this home to be taken from our family ... WE LIVE HERE WE OCCUPY..WE ARE ACTIVE IN OUR COMMUNITY..

Company response to consumer: Closed with explanation