Consumer complaint received 2024-11-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: AL

Complaint narrative:
REOPEN Claim # XXXX Their answer contains false information. As I will explain once again below. ( I will asterisk the false information ) ( Subsequent covid-related deaths among 4 close family members resulted in a second XXXX forbearance from XXXX until XX/XX/XXXX. At the end of the second XXXX term, the mortgage company demanded we either pay the full amount in arrears or enter into a new refinanced agreement with an interest rate of over 7 %. 

We explained that there was no way we could not afford the new proposed interest rate 's monthly payment. **In a XX/XX/XXXX letter the Company said that we were wrong and that we COULD afford it. BUT the second page of their letter shows that we COULD NOT -- their letter showed that we would be in a negative income situation with the new interest rate. ( **I have a hard copy, but this XX/XX/XXXX letter has been deleted from their collection of online documents. ) We just kept putting the money we could have paid to Mr. Cooper into our own savings account. Mr. Cooper continued to refuse to accept any payments. Each month that went by we deposited the monthly mortgage payments into our savings. 

Then, on XX/XX/XXXX, we explained to Mr. Cooper by letter that due to our XXXX we can not afford to relocate and therefore asked Mr Cooper to accept our monthly mortgage payments, plus the funds we had saved, as a reasonable accommodation under the federal Fair Housing Act. 

Mr Cooper acknowledged receipt of our request in a letter stating that a response would be forthcoming on or by XX/XX/XXXX. 

While waiting for Mr Cooper 's response our garage burned down and was a complete loss. An insurance claim was filed. As a result, we were issued insurance proceeds in the amount of {$110000.00} which were deposited with Mr Cooper for the purpose of repairing the property. 

Mr Cooper has only sent us {$10000.00}. On a phone call we were told that the Insurance Funds will not be released until we pay {$33000.00}. Without reasonable explanation or justification, we are told we failed the inspection. ** The company 's response to the complaint we made last week now states that we requested a 90 % inspection. We do not know what that even means. We would never request a 90 % inspection. 

Our request for a reasonable accommodation was based on our military service-connected XXXX XXXX or XXXX XXXX issues, emotional distress Despite this request, Mr Cooper still refuses to accept monthly payments and instead insists that we must pay the full amount of the arrears immediately or face foreclosure, without offering any other reasonable alternatives or accommodations. 

When we got our XXXX statement we thought everything was all set ; we were all caught up and we were now allowed to pay a monthly amount. But it didn't last- they took that away. And we are back at owing {$33000.00} and we are out of money and we still have no garage. As a result of Mr Cooper 's failure to provide the reasonable accommodation, we have been further subjected to undue financial hardship and emotional distress and keep getting threatened that we are going to lose our home to foreclosure.

Company response to consumer: Closed with explanation