Consumer complaint received 2024-10-22 00:00:00
Product: Mortgage — Conventional home 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: ME

Complaint narrative:
Mr. Cooper is my mortgage servicer. They offered for me to apply for a loan modification to see if a qualified for help because I am past due on my mortgage. They only asked that I provide one month of paystubs. I provided them paystubs for my first job which is biweekly and then 3 of 4 paystubs for a new job I had started with explanation as requested by them as to why I could only provide 3 with an anticipated 4th. Once I got the 4th, I sent it. They then asked me to provide proof that I get paid all year and I am not a teacher as I work for a XXXX  full time. I sent them this explanation as well. I was then asked to provide more paystubs. I provided more paystubs. The company then tried to tell me that I was receiving income from someone else named " XXXX XXXX '' or " XXXX XXXX '' and I needed to provide evidence of this. I spoke to someone on the phone about this and it was news to me as I do not know whom this person is. I advised the agent on the phone I am the only person aside from my children living in my home, and I do not receive any other income. I also informed the agent I do not know who that person is. We looked over all documentation I sent in. This name was no where to be found. I was advised to send explanation of this, that I do not know this person and that I am solely providing income in my home, no one else. I did this. Then I was told to provide more pay stubs. I did this as well. I was then advised AGAIN to provide MORE paystubs. I gave them every paystub I had for each job. I had no more paystubs to give and still they wanted more. They were requesting paystubs with dates that I didn't even get paid on. At this point I was waiting to get paid to provide more paystubs to them. I have provided almost 20 paystubs to them at this point. Today I returned a call to an agent who was reaching out with an update. She informed me that when I applied for the loan modification, I provided them I believe she said roughly {$4400.00} gross income monthly. They calculated that I am bringing in {$12000.00}! {$12000.00} gross income. I asked where they are getting this from. I would love to know who is calculating this and I would love to calculate for them if need be because I work two jobs and I am not bringing in {$12000.00} gross monthly. The agent deeply apologized and said she would reach back out to underwriting for clarification. I have been very patient with this company and this loan modification process, but there is something wrong here and they are dragging me through the mud. If I was bringing home {$12000.00} gross, I'd be able to pay my mortgage. They are making up information regarding my income and I need help right now and they are not providing it.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation