Consumer complaint received 2022-07-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: WA

Complaint narrative:
***THIS COMPLAINT ALSO INCLUDES FREEDOM MORTAGE AND MR. COOPER/XXXX XXXX XXXX*** My husband and I have been dealing with this nightmare since XX/XX/XXXX. Instead of paying money so our daughter can begin her college career, we are using the funds as a retainer for an attorney to help protect our financial well-being due to this post-forbearance issue. 

We want our current mortgage company Mr. CooperXXXX to abide by and implement the Veterans Affairs Partial Claim that our former mortgage company XXXX XXXX said we were approved for in XX/XX/XXXX. 

The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from Freedom XXXX stating we had been approved for the COVID-19 Refund Modification. The letter stated we told XXXX XXXX that we could not resume payments, which was not true. We told XXXX XXXX  from the very beginning that we were ready to resume payments. A copy can be provided. 

XXXXXXXX XXXX Loss Mitigation said they would resubmit the paperwork. 

On XXXX XX/XX/XXXX : Received a letter from XXXX XXXX that we had been approved for Veterans Affairs Partial Claim. XXXX XXXX said they would work on the paperwork that had to be notarized. A copy can be provided. 

I called XXXX XXXX and the representative stated the signing would be scheduled. I asked the XXXX XXXX representative if I needed to get a Power of Attorney from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in Veterans Affairs until her high school graduation, she was in her senior year. The representative said XXXX XXXX would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA. 

XXXX XX/XX/XXXX : A notary had me sign and he notarized the Veterans Affairs Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called XXXX XXXX while he was at the house because he thought My husband was going to be at the signing. No one from XXXX XXXX answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to XXXX XXXX. A copy can be provided. 

I kept calling XXXX XXXX and each representative said they would send the papers to my husband, and it never happened. 

One day I called XXXX XXXX and the representative told me that XXXX XXXX sold our loan to Mr. Cooper, and I would have to talk to them about getting the paperwork corrected. 

I was given a phone number to Mr. Cooper. I kept calling Mr. Cooper for months and was being told my file could not be found so they had not received it from XXXX XXXX. 

At one point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as Mr. Copper. I was given the correct number and called. 

I called Mr. CooperXXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that Mr. CopperXXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it. 

After going back and forth with Mr. CooperXXXX, XXXX was told to start making payments in XX/XX/XXXX. As May was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XXXX. I never received anything from Mr. CooperXXXX stating anything about the payment. 

Mr. CooperXXXX sent us a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX of XXXXXXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. I fought the input and Mr. Cooper has since removed it. 

During the week of XXXX XX/XX/XXXX, Mr. CooperXXXX stated Veterans Affairs disapproved the post-forbearance plan because the home is a rental. 

When we were exiting forbearance last year, I spoke with a Veterans Affairs representative and spoke with XXXX XXXX representatives and was told by both parties that Veterans Affairs would treat ALL Veterans Affairs loans exiting forbearance at special consideration made for the CARES Act forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the CARES Act. 

XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification, which requires a lot of paperwork, and there is no guarantee it will be approved, and Mr. CooperXXXX was going to hit our credit 180 days late once again. 

ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX COVID-19 Veterans Assistance Partial Claim Payment Program . ( Copy Attached ) XXXX, Dated XXXX XX/XX/XXXX XXXXLoan Deferment is a COVID-19 Home Retention Program Option. ( Copy Attached ) As a side note, the only reason the property is a rental is that when I, I was on active duty at the time, and my husband received short notice XXXX  orders we were unable to sell the home unless we brought $ XXXX to closing because the market crashed. If we were XXXX civilians the government would have helped us. The relief came to military members three months after we signed into our new base and therefore, we were not eligible for any relief. ***

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation