Consumer complaint received 2021-02-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
In XXXX of last year the cares act came into law. My mortgage company is Mr Cooper. When I went to make my Payment late, there was a notice on the screen advising that If had issues with paying loan or being late due to covid 19 they would waive all late fees under the new cares act. It also said I could also apply for a forbearance. I checked yes on the box, And I received a reply that said my request was taken and someone would contact me. That I would not be charged late fees. However, no one ever contacted me, and I read the law specifics on the care act.I wrote a complaint to them re stating I needed to be late and wanted to get on the cares act benefits. It said if I applied for a forbearance I could still pay my payments but did not have to. In the mean time I would not be charged late fees or had bad credit reports. Since that day, I have been charged {$120.00} in late fees .I refuse to pay them and they have been giving me bad credit ratings for being late, and refusing to pay them for over a year now. they claim my not paying he late fees makes my payments insufficient. I wrote them several times and told them where is the forbearance benefits and why are they charging me late fees. I told them I did not need a full forbearance due to covid, but I did need to be able to be late and not impacted with late fees or bad credit. They have been telling me for months they will fix it. Yesterday I spent 2 hrs talking again for the 4th time on the phone and no one did a thing. They told me I had to have a application on file. I told them it was because they never called back or processed one, it is not my fault. I also told them under the law at the time they did not even need a application to state the benefits for me ... I recently received information from the consumer protection bureau that says, the servicer DID not need to speak to me directly to activate the benefits of the forbearance. The bulletin XXXX guidelines to servicers dated that took force in XX/XX/2020 and was IN FORCE at the time I needed help and began being late, Section ( i ) states on it that ALL FEDERAL BACK loans servicers MUST proactively apply a forbearance even if there has been no communication with the borrower. My loan is federal backed loan ... .section ( ii ) states this include suppressing bad credit reports. My servicer has violated all of those guidelines to me. I believe they may be violating them to all loans. They never returned a single email. Every response says they sent my information to research and will get back to me. They never do. For months I have been trying to get them to STOP adding late fees and stop giving me bad credit for late payments.. There is a record of my asking for this and them not responding. They keep saying there is no application on file I keep telling them they didnt need one Under the law, and it is NOT my fault they never responded. Now I need your help. You need to investigate this loan servicer. I believe they are breaking the law with me, and I believe they may be doing it with many people. I have a copy PROVING i asked for this in XXXX  of 2020 and they only response they ever gave was they removed only 1 late fee, they claim it was courtesy. Then basically they told me I must not be late. This is NOT what the federal guidelines for the cares act say they were suppose to do.

Company response to consumer: Closed with explanation