Consumer complaint received 2019-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
I began struggling making my mortgage payments in XX/XX/XXXX. I eventually got further and further behind and subsequently requested a modification. I was granted a modification in XX/XX/XXXX there about. It was not a true modification as it only took the late payments and associated fees accrued and pushed them all to the end of the amortization schedule thereby not reducing my payment or offering any real monetary relief. I resumed making these new payments yet quickly fell behind again. I continued to request a new better modification while still struggling mightily with the mortgage payment burden. I am a self employed XXXX XXXX XXXX since XX/XX/XXXX and the last great recession was really hard to survive. I also have a mortgage on my building which was also behind yet I just caught this mortgage up last Mo having made 6 payments in the prior 8 weeks + -. My home is deep under water but my building is not under water. From XX/XX/XXXX through the end of this last year I endured the 4 hardest years of my life from monetary and personal trials, tribulations, and tragedies! I was hospitalized for 2-3 weeks starting XX/XX/XXXX-XX/XX/XXXX + -. I was greatly concerned about my home mortgage in the summer of XX/XX/XXXX having stopped making payments leading up to my illness. In XX/XX/XXXX a XXXX package arrived late on a Fri XXXX from Nationstar Mortgage with a bonafide modification offer. This offer greatly reduced the principle and the interest rate and subsequently the payment from XXXX/mo + - to XXXXmo + -. I filled out the forms and contacted Nationstar. A modification specialist walked me through the process for over an hour and explained in great detail all of the rules and regulations that applied. He offered me very specific information without solicitation that as long as the first three payments in the trial period of the new modification were made on or before the last day of each of the first three months via one of their payment options that I would then successfully complete the 90 day trial period and the specs of the new mod would then be permanent. Being self employed and having to manage debt in recession I was very keen to ascertain all of the rules of their offered payment methods to understand when payments had to be made to satisfy the terms of the mod trial period. Indeed on XX/XX/XXXX I made the first payment which was due for XXXX On XX/XX/XXXX I made the 2nd payment which was due for XXXX On XX/XX/XXXX when I went to make my third successful mod trial period payment their system was malfunctioning and would not allow me to make an online payment as I had on the XXXX of XX/XX/XXXX for the XX/XX/XXXX payment and the XXXX of XXXX for XX/XX/XXXX payment. I was using their internal IM system sending them IM 's that I was having difficulty making the payment yet to no avail. I then phoned customer service on XX/XX/XXXX to make the payment with an operator yet was only offered an automated phone payment option. I completed the phone payment option and verified via their computer voice info that I was still within the time frame for the payment to post and credit on XX/XX/XXXX, for the XX/XX/XXXX payment. Well the payment did not credit correctly because of their documented system issues on the XX/XX/XXXX. I called at the beginning of business EST XX/XX/XXXX to engage a human to get the payment credit resolved. I called several times after that first call also on XX/XX/XXXX as well as for the next 5-10 days each time engaging humans and starting from scratch with each call. In a nut shell I was told by every operator I spoke to that they did indeed see my numerous IM 's on XX/XX/XXXX using their internal system when trying to make the XX/XX/XXXX payment on the XXXX. They all also acknowledged my phone payment made on their telephone automated system on the XX/XX/XXXX and each operator also acknowledged that they were having documented system problems on XX/XX/XXXX. Needless to say they defaulted my 2nd modification based on that 3rd payment not posting until XX/XX/XXXX regardless of my numerous attempts to rectify the situation right from the start. Incredibly enough I was humiliated by every single rep I spoke to with the condescending and derisive intonation of, and I paraphrase, `yeah but you should not wait until the last day of the month to make your payment ' even though their jovial and informative Modification Specialists informed me of exactly the opposite while going through the 2nd mod interview in XXXX of that same year XXXX. As an XXXX I was also aware of the `rule of 78 's ' which affords borrowers 31 days grace for any given payment without credit blemish but with late penalty. I proceeded to contact Nationstar regularly over the next 8-9 months repeating my trials and tribulations. I was then granted a 3rd modification ( a rare occurence as I understand ) however much of the sweetener of the second mod was now gone, the payment was increased again, however I accepted it with much chagrin. Again the Modification specialist laid out the same acceptable payment terms to avoid a third default. I made the first payment of the new mod only to be informed that my loan was sold to XXXX XXXX XXXX however it was sold to them in a default status. This caused XXXX to change all of the payment terms to a very few unpalatable options for myself and greatly increased my already intense burden from the now unfriendly `de-modified terms '. I had arranged for the property to be rented in late XX/XX/XXXX however when Nationstar pulled the rug out from under my feet in XX/XX/XXXX that action kiboshed the rental as I needed the XXXX down money from the tenant to put a new boiler in the home. I purchased the home in XX/XX/XXXX and was forced to a new boiler then only to have it kick out in XX/XX/XXXX. XXXX has been completely indifferent to my plight and further humiliated and embarrassed me with many more derogatory and condescending comments clearly placing all blame on myself and refusing to revisit the status of the loan with Nationstar at its time of sale to XXXX. Rather they seem to have rushed more quickly to foreclosure with meager modifications terms and insurmountable cash requirements to stop the imminent foreclosure. 

In XX/XX/XXXX my mother was XXXX by the very family member she foretold in her XXXX. I am the baby of XXXX  whom produced another XXXX and from whom I am now fully estranged from my entire nuclear family simply because I looked them all in the eye and stated that indeed the `Emperor has no clothes '. The great recession finally subsided into XX/XX/XXXX. These events set the stage for the last and hardest four years of my life. I finally resolved to report the XXXX to the XXXX VA Police and I followed up this new year with a call to Detective XXXX, XXXX, per his instruction, to schedule my appearance for an official deposition as he is now investigating her death. From her XXXX  I moved through XXXX, extreme financial distress, a crumbling marriage, XXXX XXXX XXXX, job burnout, my XXXX  and damaged XXXX XXXX, hospitalization including a one week XXXX, returned to an empty home from the H an XXXX, and commenced rebuilding my life. I decided XX/XX/XXXX to limit my business accounts to VA only as they pay the best and it is a preferred career twilight posture. I have been a VA XXXX for 24 years and have a stellar record only to be informed XX/XX/XXXX i was being placed upon a 60 hiatus from receiving new orders due to a internal review being conducted from Mtg Co complaints with regard to my appraisal services. Well 60 turned into 120, I was without any income for those four months. I successfully defended myself in XXXX and was reinstated XX/XX/XXXX. I have been working feverishly ever since and am just now starting to get some stability in my legs both literally and figuratively. 

I am very confident that once my story is digested I will be vindicated and I am proud to stand in example as a point of strength for others whom may not have my mortgage industry engineered resolve to not only stare XXXX down but to persevere in bringing these unbridled money machines to the very knees of the human condition. Quite frankly I have been a good samaritan and a Guardian earth angel my whole run. Thank you very much for your time and consideration. XXXX XXXX XXXX, XXXX.

Company response to consumer: Closed with explanation