Consumer complaint received 2022-12-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
I am filing a complaint due to the lack of communication and inability of Mr.Cooper to assist us with our mortgage needs and an active refinance.

A brief background : we did a XXXX XXXX XXXX XXXX XXXX VA  due to the effects of COVID on our family and income in XXXX. Once this forbearance program was over, we elected to have the amount rolled into the back of the loan ( created a XXXX XXXX ) and it would get paid off down XXXX XXXX. 
THE PROBLEM XXXX filed the XXXX XXXX BUT did not get the XXXX XXXX partial claim approved through the XXXX  XXXX then proceeded to transfer the loan to You, Mr.Cooper. 
We have spoken to both XXXX and Mr.Cooper and because the partial claim was NEVER approved through the VA, Mr.Cooper has the mortgage in loss mitigation. THEY ARE TRYING TO TAKE OUR HOME DUE TO AN ISSUE that was caused by XXXX and now are not responding to anyone to get it resolved. Weve had a guy come to our door twice now on behalf of Mr. Cooper and leave a note on the front door. All we want to do is pay our mortgage, but we can not because our loan isnt even recognized. We have no ability to make payments other than to send a check in. Even then, we have to call to find out if it was received and its clearly not getting applied correctly as were in forbearance. We've tried calling Mr. Cooper MULTIPLE times and, each time, we're told by the people we talk to that they're going to open a case to get it resolved. The last lady that we spoke to when we called on XX/XX/XXXX finally was at least able to get us access to an online portal with Mr. Cooper. No one before that could ever even get that done. All this and we still get forbearance notices from Mr. Cooper. 

Now we are trying to refinance this mortgage and pay both liens off. We've been approved since XX/XX/XXXX!! We have plenty of money in equity in our home. BUT due to the fact we can not get an accurate payoff, payment history, or clear title due to the mistakes that were made by XXXX and lack of communication from Mr.Cooper, we are at a stand still. We finally have have someone at a high level at XXXX that is working on their end to try to fix this as of XX/XX/XXXX, however, she has attempted to contact XXXX different people at Mr. Cooper and has received ZERO response as of the date of this complaint. ( Her name is XXXX XXXX, phone : XXXX ) We need someone to MAKE THIS RIGHT. We have the money to pay our mortgage, but we dont have the money to pay off the XXXX lien XXXX We also need this refinance to fix several things in our home that we can not do because we cant get money out of our house! Again, we WANT to pay our mortgage! Your company is preventing us from doing that. 
Ultimately, ALL OF THIS would go away if Mr. Cooper would just play their part and allow this mess to be fixed. A refinance would get EVERYONE paid and restore us to proper standing. I just don't understand why this is SO difficult when we did NOTHING wrong except try to stay in our home and pay our mortgage during a very challenging time. 
Thank you in advance for your rapid response.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation