Consumer complaint received 2019-09-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I lost my job back in XXXX of this year, I also have medical bills because of health issues, I asked Mr. cooper for a loan modification, they sent me paperwork to fill out, I filled it out and returned it, In XXXX I called to see how it was going, they said they never received it, they sent another packet, I filled it out and returned it. again never heard back from them until XXXX when I was getting behind on my payments, so again I had to ask how my application was going, then they tell me I had missing paperwork, even though ALL the paperwork was sent in the same time in the same packet. I mailed in the information again, a week later again half of what I sent in in the same envelope somehow disappeared, At this time I was told I had to put my loan number on every page. So I sent off for a third time the missing paperwork plus a new demand for a personal letter from me why I had no paystubs, for this I wrote the letter and faxed it from XXXX with a receipt that it was received by Mr. Cooper. Today I received a phone call from Mr. Cooper that my application was denied because of missing paperwork, paperwork I had sent three different times. 

In addition to this, they have refused to accept partial payments, saying I needed to pay the full balance, then reporting me as being late when I could have probably kept current with partial payments, then another says yes I can make partial payments but they would go to an escrow account and not be placed on the books, then yet another call saying I was late on payments and that no i could make any payment at any time, My problems began two years ago after the hurricane when I was short on money because I had to fix my house to make it livable, I called Mr. Cooper and was told I was given a three month deferral, then in XXXX of 2018 I was told the agent shouldn't have told me that, that it was wrong, that Mr. Cooper does not do payment deferments, this was the first time I was given 90 days delinquent on my mortgage, Then I applied for a modification in 2018 Again I was told during the time of modification I did not have to make my payments until after the decision was made, that the payments would be put to the back of my mortgage, but they did not tell me it would also be reported as delinquent. 

Every time I call and talk to Mr. cooper I am being told something different, that the person I talked to was incorrect, meanwhile my credit has been shattered by their " iNCORRECT '' information, and my mortgage payments have gone up almost 200.00 a month after my account was sold to Mr. Cooper, Before then I had a perfect payment history. During all this time I was never told refinancing my loan was an option, Only was told I could do a modification until two weeks ago I was asked why I hadn't done a refinance, I called Mr. cooper and they said I couldn't refinance now because I had late payments, " payments they wouldn't accept '' being partial payments and then possibly making another payment before 30 days past due, but now no other lender will refinance me because of Mr. Cooper and the way they do business, It almost seems they want me to default. 

All of this is unacceptable, they losing my paperwork, giving me false information about payments, telling me I did not have to make payments and then placing me delinquent. This company has no business having a license when they can't even get on the same page, different agents contradicting the last agents, giving false and misleading statements that adversely hurt my credit, and now I can not even get a different company to take over a refinance because of the damage they have done to my credit. They are con artist and frauds, they say they will send me another packet ( FOURTH TIME ) for me to fill out, and I'm sure they will say again, part of it is missing Or will retaliate against me for having filed this complaint, they have never taken responsibility for the false and misleading information they have given me, only " im sorry, they were incorrect '' I have to believe I'm not the only person whos lives and credit they are destroying with their inconsistent information. 

They also say this is an FFH loan, but no other lender is able to find it as such

Company response to consumer: Closed with explanation