Consumer complaint received 2019-11-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I have been working with Mr. Cooper ( Nationstar ) for 5-6 yrs. with my parents mortgage, as their Power of Attorney on file. My elderly parents had to file bankruptcy in XXXX during which they were making mortgage payments directly to Mr. Coopers attorney, which in turn forwarded to Mr. Cooper at the direction of the U.S. Trustee, every month for almost 4 yrs. During the bankruptcy, Mr. Cooper raised the interest rate from 4.50 % to 6.25 % ( see statements attached ) which I have been told is ILLEGAL. Over the years we have been assigned MANY Dedicated Loan Specialists and to this date, I have never been able to speak to any of them. They will never transfer me to the Specialist. That Specialist is always on the phone and they never call me or our attorney back. 
The bankruptcy was dismissed in XXXX XXXX so in early XXXX. I called Mr. Cooper to make the first mortgage payment directly to them since the BK. The gal REFUSED to take our payment stating that we had missed the XXXX payment. I mailed the payment to their attorney. We were never notified that they had not received it, their attorney, XXXX XXXX never notified us, the U.S. Trustee never notified us nor our BK attorney. 
So in XXXX I called Mr. Cooper requesting a loan modification. The principal and the arrears added up to more than {$1.00} XXXX  and the house was only worth {$1.00} XXXX at the time. Mr. Cooper never sent us the loan modification application nor did they tell me their loan mod process. Never heard from them for 2-3months, so thinking that was taking too long, I called them. They said they did the loan mod, unbeknownst to us ( without any application ) but that we didnt make the temporary payments so they declined to reinstate the temporary loan mod which we knew nothing about. They said they mailed the notification to the address on record but we never recd it ( were assuming due to our very poor mail service in the XXXX. area ). I asked if they sent it Certified Mail so they would have receipt that we recd it. They replied we dont send anything via certified mail. Then how do you know we received it? They said they dont. They dont care if you receive itthey care about checking off the box for loan mod regulations so they can begin FORECLOSURE! 
They are also out of compliance with the CALIFORNIA HOMEOWNERS BILL OF RIGHTS and continue to do whatever they want with no intention to helping my folks like they state on all their statements. Its all a lie! They say they want to help to work out a resolution while they are substituting the Trustee to the Foreclosure Co. We have been communicating with Mr. Cooper in- good-faith ... it's obvious now, they have not. They were sabotaging my parents from the beginning. We hired a real estate attorney, who wrote a letter ( attached ) and we sent it XXXX to Mr. Cooper. They basically ignored the appraisal included with the letter that we had done on the house in XXXX showing the house worth {$1.00} XXXX  ( $ XXXX less than what is owed ) and they replied back via mail that the house is worth {$1.00} XXXX. They have never done an appraisal which requires the appraiser to go inside of the house. With all the water damage and lack of maintenance for 35 yrsit would take at least $ XXXX to fix all the damage & update the house to make it worth {$1.00} XXXX. When we requested a loan mod, we asked if they could reduce or eliminate the arrears down to the value of the house, at a market interest rate so my Dad can start making payments again. It turns out they did no such thing and never notified us of their decision either. 
My father is an XXXX yr. old XXXX XXXX Veteran struggling with XXXX. My brother and I are caring for him in his house every day. He is distraught at what Mr. Cooper has done to him. He has no where to go. They have caused him so much grief. Im afraid this will kill him. 
If Mr. Cooper forecloses on the property on Wed. XXXX XXXX they will have to write off the arrears completely because now XXXX is showing the property estimate in the $ XXXX range ( the principal loan is {$850000.00} ) as of yesterday, XXXX XXXX. The money coming in from XXXX buying up California real estate has been stopped by the XXXX Government so the property will be sitting there empty and rotting away when they could have just written off the arrears and let my Dad start making the payments again so they can be getting the income from it while Dad can stay in his house and live out his final days. It would be a WIN WIN for all sides! 

Mr. Cooper filed Foreclosure in early XXXX and now filed NOTICE OF SALE in 2 weeks on XXXX XXXX right before XXXX!! 

I have contacted my friends who are investigative reporters at our News Channel 's and a Radio station here in XXXX. and in Texas where Mr. Cooper is headquartered. I'm filing a complaint with the California Dept. of Justice, etc. etc. etc. AND I've got bankers getting in contact with the Beneficiary of the mortgage to tell them what Mr. Cooper has done to the borrower in servicing their loan. They could have been receiving the income off the mortage for the last year ... if Mr. Cooper truly was telling the truth in saying they want to work with us in getting back on track with the loan. 

Thank you for all your work in helping to protect consumers from such " less than ethical '' banks.

Company response to consumer: Closed with explanation