Consumer complaint received 2024-08-30 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: TX

Complaint narrative:
Sometime in or around XX/XX/2024, started to receive hundreds of calls from private investors offering to purchase my property and law firms offering assistance with foreclosure. I contacted Nationstar Mortgage dba Mr. Cooper to inquire about a foreclosure that I had not been notified about. I initiated a request for a Partial Claim and after some time I received a phone call to schedule a time to meet with a notary to sign the Partial Claim promissory note. I never received a copy of the documents prior to the signing appointment. When I met with the notary in XXXX to sign the promissory note I noticed that the documents were not a Partial Claim, but a Loan Modification with a higher interest rate and longer terms. I contacted Nationstar and asked why was I not sent the documents to review prior to the scheduled signing and why were the documents for a loan modification and not a Partial Claim. For the following 3 months I had to continuously call Nationstar in attempts to seek answers as to how they reached the amount they stated I owed which put me over the limit for a Partial Claim, the desired resolution that was requested. I called HUD several times to get assistance due to the loan being back by HUD. I was informed by HUD in XXXX that they had a new payment assistance program called the " Payment Supplemental Plan '' being implemented starting XX/XX/2024. After XX/XX/XXXX, while attempting to get approved for the partial claim I inquired with Nationstar about the newly implemented Supplemental Plan and every employee that I spoke with stated they had not heard of the plan. In XXXX I spoke with a manager at Nationstar who assisted with getting me approved for the Partial Claim. In XXXX I was approved for a Partial Claim, met with a notary, and signed the Promissory Note on XX/XX/2024. I received a letter from Nationstar after they received the signed Promissory stating that they did not agree to the terms of the Promissory note. I called Nationstar and was told a signature was missing on the documents and was told by another employee that my signature was not acceptable. Documents were sent again and a signing was scheduled and the documents were signed again on XX/XX/2024. Several hours after signing the documents I was informed that I needed to initial by XXXX of the dates on XXXX of the pages due to the number being corrected and this was done. On XX/XX/2024 I received a call from Nationstar stating " they received my partial claim package, but concerns were expressed about the terms of the agreement, and they aren't able to complete the partial claim. '' I informed them that I did not have any concerns and that I never had any concerns. I was told that the situation would be rectified. On XX/XX/2024 I called Nationstar to inquire as to why I had not the Partial Claim finalization documents and new account statement. I was told that there was an error and the documents needed to be signed again and they would be mailed to me. XX/XX/2024 I received a document with the subject : Document ( s ) Requested, it stated, Mod Agreement - Deficient. I called Nationstar and was told that the documents were sent, but if I wanted they could email them to me and that I needed to make a payment. I requested the situation be escalated and was transferred to the escalation department were i was told that the documents could be emailed to me and that i needed to make a payment. I was also told that the documents needed to be signed and returned by Saturday XX/XX/2024 because the Partial Claim would be closed out after that date if the documents were not signed and returned by then.

Company response to consumer: Closed with explanation