Consumer complaint received 2025-02-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
In the beginning of XXXX shortly after hurricane XXXX here in XXXX XXXX where I work and XXXXXXXX XXXX  where I live, I was sent an offer for the Disaster forbearance plan by Mr. Cooper loans who had recently bought out my loan. The plan offered the typical remedies such as Deferment, modification, reinstatement, ETC. I ran through a quick questionnaire accurately accounting for my reduction in income due to the disaster and selected 2 months which was approved. I was hoping that the deferment option would be an easy workout option if approved and if not, I only elected 2 months for the forbearance so if not approved I would have made it work considering it was only 2 payments. This is where I suspect the predatory lending tactics start showing their face as they have been punished for the same activity just a few years prior.. 

XX/XX/XXXX : XX/XX/XXXX was the 2nd of the 2 payments I initially elected to be included into the forbearance plan. I called in on the 7th and spoke with an XXXX. After expressing some concerns with the debt collector system being out of sync with the forbearance plan, I began the process of trying to figure out how the next steps work and how to prepare to be back on schedule for the followings months payment. With the Deferment option on the peak of preferred options, XXXX " informed '' me at this time to even be eligible to apply for the deferment option, I would have to have a minimum of 3 months payments included into the forbearance plan and she would recommend that I simple extend the forbearance for a 3rd month to gain access to the deferment option. She seemed confident that I would likely get approved, and I blindly followed their advice. 

XXXX of XXXX : I called back in on this day and spoke with another agent to begin the process of what I was hoping to do the month prior. This agent ran me through a application in the form of a short questionnaire that she claimed to have submitted and would receive a correspondence within XXXX weeks. 

XXXX of XXXX : I called back in as the end of the month was approaching and wanted to see if we had an answer on this previous application. I was informed by yet another agent that the prior agent on the XXXX never actually submitted my application and we would have to do the questionnaire again now and get it submitted. Obviously, a bit annoyed and confused I asked how that will affect the XX/XX/XXXX payment and if I should go ahead and pay as normal while we wait another month for the answer. She recommended that I do not make any payment and let it attach itself to the forbearance plan while they work out a plan during my hardship. Mistakenly followed the agent 's advice and let the process run its course. 

XX/XX/XXXX : I get a letter in the mail from XXXX XXXX discussing pre foreclosure options which I'm frustrated to be getting this kind of letter to begin with, but I read closer into the Deferment option requirements and learned that the minimum for the deferment is actually 2 months and not 3 months as XXXX had told me on the XXXX of XXXX. 

XX/XX/year> : I get another agent on the phone seeking an answer to hopefully a pending application this time. With the broken XXXX I could make out the agent was trying to tell me that I needed to submit some packet that I was never informed about. Frustrated, confused, and now scared I was able to plea my way to someone in escalations named XXXX. XXXX extinguished any concern of this packet briefly mentioned by the agent that transferred me over and that was the first and last time I heard about it. XXXX told me she will work on escalating a response. 

XX/XX/year> : I receive XXXX portal Statements XXXX on the XXXX and the other on the XXXX. Happy to send in further correspondence but XXXX of the on the XXXX quoted the following : " Dear XXXX XXXX : In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options. '' And the XXXX of the XXXX quoted this : Declined Denial Reason : Request incomplete Unfortunately, we were unable to evaluate you for assistance options because you did not provide us with all requested documents within the timeframe required XX/XX/year> : After exhausting XXXX XXXX with agents on the phone at Mr. Cooper to try and figure out what the XXXX is going on I gave up after I asked this exact question. " Is there anything I can do, we can do, you can do, that would ever lead to this call either now or in the near future being referred to someone in a XXXX position who XXXX be able to actually help figure out what is going on here? Not the first time I've asked but the same answer being they can submit a request. This lead nowhere the previous 2 times I attempted. Desperate for answers I call the Investor XXXX XXXX. Super helpful XXXX who recommended I submit this to you given the situation. 

After electing XXXX payments of directly advertised relief with flexible plans totaling an amount of {$5500.00}. It's now looking like after being delayed at no fault of my own but of the internal process of XXXX XXXX staff and the negligent guidance, I'm not XXXX but XXXX payments and {$13000.00} in and seem to be given no direct answer or option other than reinstatement or I'll go into foreclosure... Please don't let this company take my house.

Company response to consumer: Closed with explanation