Consumer complaint received 2025-04-09 00:00:00
Product: Mortgage — FHA 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: GA

Complaint narrative:
Mr Cooper Loan My area XXXX, XXXX  was devastated by XXXX XXXX on XX/XX/XXXX and was devastated for months. On XX/XX/XXXX, I contacted Mr Cooper my mortgage company and explained I was without a job and they offered a disaster Forbearance plan for XXXX months and I would be able to add the XXXX payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to the end of my FHA loan and the maturity would be reached in XX/XX/XXXX and resume making payments in XX/XX/XXXX. I called in XX/XX/XXXX and I was told they had approved me for a loan modification at XXXX years for XXXX  % for the balance of the principal at {$56000.00}. My mortgage payment for {$1100.00} that I made in XXXX was returned and Mr cooper refused to take any payment is unless it was the full 3 months plus the XXXX payment which would total {$4400.00}, which I did not have. I was told I could apply for a Partial Claim on XX/XX/XXXX and they would cancel the loan modification and to check back in 30 days. The Mr cooper loan processor XXXX XXXX requested that I submit my offer letter for my new job I started on XX/XX/XXXX, with all paystub, and a letter explaining when I started the new job and my lack of income for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, since my first pay date was on XX/XX/XXXX. I submitted those documents on XX/XX/XXXX. My last follow up call made on XX/XX/XXXX and nothing has progressed without any resolution to my loan. 

I followed up on XX/XX/XXXX told case was being reviewed, call XXXX mins XX/XX/XXXX told loan modification was being sent to me, explained did not want a modification for an additional XXXX  years at a higher rate, told I qualified for a partial claim and it would be submitted that day. Call XXXX mins XX/XX/XXXX told them I didn't want the loan modification and was told I could apply for the partial claim and it was submitted that day again. XXXX mins XX/XX/XXXX submitted the paysyubs, offer letter, explained letter for no income in XXXX and XXXX XX/XX/XXXX called to follow up, told the loan modification was still approved and that prevented the rep from submitting the request for a partial claim. Requested again for partial claim to be submitted. Call XXXX XX/XX/XXXX called to follow up and explained everything then got hung up on. Call XXXX mins XX/XX/XXXX called again, spoke with XXXX and she escalated the case to reject the loan modification and submitted a cass to process the partial claim. Told to follow up on Wednesday XXXX. Call XXXX mins. 
XX/XX/XXXX called to follow again, hung up on. Call XXXX mins XX/XX/XXXX called back again explained the whole situation to a manager and was told it was submitted for the partial claim approval but it would take XXXX to XXXX business days to submit another case and 30 days for approval. 
XX/XX/XXXX told again that the loan modification is still in the outstanding in the system and they could not submit the partial claim request until the loan modification has cleared. Again told to follow up later. Call duration XXXX mins XX/XX/XXXX checked back if what I was told earlier was correct and told loan modification was still in system. 
XX/XX/XXXX I called to check about what other options I had not doing a modification or refinancing was told now, my only option was to pay the full past due of {$6600.00}, which I do not have at this time. Was told to ask my friends or family for money.

Mr coopers website for my loan says it's pending unserwritting of the loan modification. It's been in that status since XX/XX/XXXX. Nothing has been done with my loan and they will not take any payment of any amount to allow me to become current on my loan, but it is in default my is account frozen.

Company response to consumer: Closed with explanation