Consumer complaint received 2022-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
XXXX In XXXX we were on a mandatory shelter in place, my servicer offered a forbearance verbally, I was told the missed payments go to the back of loan. 
XXXX My forbearance ended in XXXX, the lender didnt place late payments to the back of loan as agreed by their staff I was told apply for loan mod so I did in XX/XX/XXXX2 weeks after applying I was denied although their SOP says 30 days or more to make a decision, citing the investor XXXX XXXX declined to help me. 
I appealed their decision and reapplied for a loan mod, less than 1 day later I was declined, citing the investor XXXX XXXX declined to help me. 

XXXX the lenders website provided a link to California mortgage grant program, so I applied, I was denied by the program, because my balance was over the threshold I Called lender asked to ask if I can send payments to bring down my balance I was told no and yes depending on who answered phone calls. They said the investor said no I was referred to Hud counselor to help me I contacted a Hud counselor in XXXX and he was able to work with the lender and the lender agreed verbally and in writing they would work with me to pay down the delinquent balance so I can qualify for the grant, they said they will hold payments in suspend and not send them back We mailed in 2 {$5000.00} checks, the lender refused the checks, and sent me a letter saying I cant make partial payment although they agreed I could in writing and verbally. They returned my payments. The lender asked me to wire the payments, so I did. I called the lender and emailed the lender to provide my wire transaction detail. The wire transaction from bank to their bank were successful. 
All payments were posted to my delinquent balance. I was below the threshold to qualify for the grant, I emailed the lender and asked them to call grant program per our agreement, the following day all of the wired payments were reversed disqualifying me from a government program put in place to help borrowers The lender said they cant find the payments. Although the payments were posted to my account, I sent the lender multiple screen shots and proof again that they had my wired payments and showed proof they were posted I sent the lender their own transaction records from my portal, I sent the lender their letters showing they acknowledge my payments. I said you didnt lose any payments you removed them from my account after they were posted. The lender has now on purpose disqualified me from receiving help to save my house, this act was deliberate inflicting emotional pain and stress. I copied my certified hud counselor on all emails so he was aware what this lender was doing to me I advised him I cant breathe, my XXXX XXXX is raised and this lender has targeted me because they know I am an older borrower. 

The lender that services my mortgage has deliberately try to intimidate me due to my age they refused 2 loan modification to save my home. Now they took money from the balance to make me over the required amount to qualify for a government program.

Company response to consumer: Closed with explanation