Consumer complaint received 2021-08-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: UT

Complaint narrative:
I contacted Mr. Cooper in early XXXX knowing our pandemic forbearance ended and we are now able to start making our regular monthly mortgage payments. 

My first call to Mr. Cooper, the lady I spoke with was very nice and accomodating. I explained to her that we are not in a position to pay back the $ XXXX balance and that our intention is to remain in the property. She replied back to me saying that we are not the only ones in this position and that we could apply for a loan modification. We did the application over the phone and I told her we applied for one years ago and were denied. She explained why it was denied but with our interest rate at 6.75 %, Mr .Cooper would definitely work with us and that things are going to be okay. I was told to check online on Friday, XX/XX/XXXX, for the status. Given the holiday, I went online on XX/XX/XXXX to check but didn't see anything online so I called in. 

XX/XX/21 : I called in and explained my story again ( we're ready to start paying again but can't afford the $ XXXX balance, etc. ) and was given the same assurance that things would be okay and that Mr. Cooper understands and will work with us because a lot of others in America are in the same situation. She transferred me to the department that handles pandemic forbearance which is where things changed. 

I was told that I have to pay off the entire balance of $ XXXX ( which we don't have ), or they could possibly cut some corners ( 11 corners ) IF we can come up with $ XXXX in the bank and they'll see if my investor will be okay to work with us with the remaining balance OR forgo the house. I told them I can't afford either of those options but am willing to start paying monthly again. I asked why the sudden change of tone because I was told otherwise and was given the impression that Mr. Cooper would work with us. The gentleman told me that I should've never been told that. 

I was told we were 5 months behind ( we were unemployed at the time ) before the pandemic forbearance started so I don't qualify for the pandemic forbearance or any of the rules applicable to those granted it. Attached is a letter from Mr. Cooper stating that I am on pandemic forbearance. 

According to Mortgage letter XXXX I can see how that was true however I thought it was updated in XXXX to include mortgage loans that were delinquent. And that under this, though the letter was applicable to all government-backed loans, if private investors followed suit to such options, they are obligated to follow the same guidelines outlined in the mortgage letter ( CARES Act ). 

I called back again on XX/XX/21 to possibly explore other options that are affordable for me. I was given 3 similar options : - pay $ XXXX ( which we can not afford by any means ) -pay {$6200.00} monthly mortgage over 6 months ( which we can't afford either ) -foreclose on the house ( our every intention is to stay in our home ) My husband and I are in a much better position financially ( I graduated from XXXX school and am now a full-time XXXX ). We don't want to lose our home. We are confused, heartbroken but are trying our best to stay hopeful that Mr. Cooper will work with us for more affordable options.

Company response to consumer: Closed with explanation