Consumer complaint received 2024-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
Mr. Cooper approved me for an FHA loan modification. After Mr. Cooper approved my modification, they mailed a modification packet to my home for signature. Instructions included in the packet stated that Mr. Cooper would schedule a Mobile Notary to visit my home to collect my signatures, notarize and mail the documents to their Processing Department. After receiving the Modification Packet, I received a voice mail from Mr. Cooper wanting to set up a mobile notary appointment. Every time I called to schedule an appointment with the mobile notary, there was an extended wait over an hour, and after waiting, no one would answer and the system would hang up. In order to complete the process timely, I meet with a notary at my expense and get the documents signed, notarized and returned to Mr. Cooper. I had done this in the past with a previous modification during the Pandemic and there were no issues. 

Shortly after returning the first packet, Mr. Cooper sent a second packet to my residence stating that there wereerrors with the documents I returned, the instructions requesting that i complete the signing process again. Ionce again received a voice mail from Mr. Cooper wanting to schedule an appointment with their Mobile Notary. Once again, my attempts to contact Mr. Cooper to set up an appointment with a notary were unanswered. There for I once again contacted a notary at my expense had the documents notarized and returned. 

Several days later, I once again received another packet from Mr. Cooper, stating that the notary stamp on the document was not to their standards. I once again contacted Mr. Cooper to schedule a mobile notary, and, to my surprise, they answered my call. In speaking with the Mr. Coopers representative, she reviewed the paperwork I previously submitted and stated that although everything looked ok to her, banks were picky. Mr. Coopers representative scheduled a notary to visit my home to complete the signing process. Mr. Coopers representative also advised me that the paperwork was not due until XX/XX/scrub>XXXX  and my first modification payment was not due until XX/XX/year>. The representative also instructed me that I could monitor the document process by logging into Mr. Coopers website. 

A few days later, Mr. Coopers Mobile Notary XXXX visited my home, witnessed my signature, and stated that she was responsible for returning the documents back to Mr. Cooper. XXXX even asked for the XXXX envelope that Mr. Cooper sent to my home, as she stated she did not have one. During XXXX visit, she appeared to be flustered digging thru her purse and advised that she had changed her name, and did not have an updated stamp, however she was still required to notarize the documents. When XXXX left my home, asvised, she headed to XXXX to send the documents to Mr. Cooper. 

After meeting with the notary, I continued to log into Mr. Cooperss website daily to check the status of the Modification Documents. I would check the website daily to view the latest status of my loan modification and further instructions. Each time, I would receive the same message stating, Loan modification Trial Plan Period Plan approved & final documents shipped. On XX/XX/XXXX, the messaged changed, stating the at modification was denied. 

I attempted to contact Mr. Copper on multiple occasions only to have additional issues. Examples are Mr. Coopers phone tree system does not recognize my phone number, hangs up on you while waiting, has hold times exceed over an hour, loss mitigation always busy and their phone tree reroutes you to a customer service representative who can not help you furthermore Mr. Coopers supervisor promise to return your call however this never happens. I tried to contact my Dedicated Mortgage XXXX, XXXX XXXX, but so far I have only given me her fax number and mailing address. 

On XX/XX/year>, I made an electronic payment of {$1000.00} to Mr. Cooper for my monthly mortgage payment. Unfortunately, several days later, I received a notification informing me that the payment had been returned to my bank. Mr. Cooper is also stating that my account is not eligible to make any mortgage payments because their notary did not return my documents. I have advised Mr. Cooper I believe this to be a deceptive tactic and was filing a complaint.

Company response to consumer: Closed with explanation