Consumer complaint received 2019-03-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX  XXXX XXXX, IA XXXX Tel : XXXX SUB : MR. COOPER LOANS A/C #, Property Address : Dear Sir / Madam, I am writing to you after going through painful procedure with Mr. Cooper. I have purchased my home in XXXX of XXXX. It is my primary home and I tend to keep it. Since XXXX my main mortgage was always on auto debit. During the last 17 plus years, my loan was transferred to multiple lenders but my auto debit continued without any problem. I never had to check my account to ensure about the payments as it was going on for over 17 years via auto debit. 

The problem started when Mr. Cooper stopped taking auto payments from my bank account in XX/XX/XXXX. I have a copy of XX/XX/XXXX statement which states that my auto debit will be on XX/XX/XXXX. I thought everything is going as usual. Copy is attached for your reference which clearly states that my next payment will be auto debit. 

In XX/XX/XXXX, I got a first call from someone stating that they are from Mr.Cooper and started threatening me that I did not pay mortgage for 3 months ( XXXX XXXX ) and they are going to foreclose my house. I was shocked and promised to call them back after checking with the bank. 

I checked with my bank and realize that Mr. Cooper did not post the payment from XXXX. I called them back asap and try to resolve it. I inquired that why they stopped taking the payment to which they were giving me multiple answers. First they said that I stopped it which was wrong as I didnt. Then they said its your husband who stopped it which was wrong again. Then they put me on hold for almost 15 minutes and told me that the auto debit was supposed to be finished until XX/XX/XXXX and I have to reinstate it. Wrong information again as I have XX/XX/XXXX statement which states that auto debit will be on XX/XX/XXXX which never happened. After 40 minutes of conversation, they were still unable to give me a satisfactory answer. I wanted to resolve the issue but it was impossible for me to pay entire 3 months of payment. The agent suggested loan Modification which I liked. I was told that they will put me into a 90 days trial payment plan and upon successful completion of it, I will be able to go for Loan Modification. I agreed. I also asked them to if I can make a payment for XXXX to which I was told that no payment can be made until I clear the 90 days trial period. 

My first payment was on XX/XX/XXXX for {$370.00} XX/XX/XXXX ( for XXXX Payment of {$370.00} via phone call XX/XX/XXXX ( for XXXX ) - Payment of {$370.00} via phone call XX/XX/XXXX ( for XXXX ) - Payment of {$370.00} via phone call XX/XX/XXXX I made the last payment of the trial period and inquired about the next steps. I was told that I qualify for Loan Modification and will get the documents in the mail. 

XX/XX/XXXX I waited and did not get any document in the mail. I called them again as I was worried about the XXXX payment. I made payment for XXXX for {$340.00} and inquired about the Modification documents. I was told that they will send out the documents in the mail as they sent one in XXXX which never came. Please note that no deadline was mentioned at that time. 

XX/XX/XXXX, XXXX I called at XXXX XXXX and spoke to XXXX . I received Modification Documents which requires mine and my husbands signatures. Deadline to mail documents was XX/XX/XXXX. I was shocked and asked them about the deadline as I was receiving the documents after the deadline. I was told not to worry and send the signed and completed forms. I inquired about my husbands signatures as he had filed bankruptcy in XXXX and was discharged of the debts. The agent had no answer and took my number to call me back on this, which never happened. 

XX/XX/XXXX I called again at XXXX XXXX and spoke to XXXX. I inquired about my husbands situation. I was told about the quit claim deed and was routed to XXXX County Recorder of Deeds. I was given address where I have to mail the loan docs. I inquired about the XX/XX/XXXX deadline with the fact receiving the docs in XXXX, I was told not to worry and send the docs. They promise to send me a shipping label. 

XX/XX/XXXX I was worried about the payment. I spoke to XXXX at XXXX XXXX   and made a payment for XXXX for {$340.00} XX/XX/XXXX - With all this additional stress, my health deteroit. I got weak and was not in a stable condition to go over this painful procedure. I want to ensure that I am in my proper state of mind to sign the documents. As soon as I got better, me and my husband completed the forms. I called Mr. Cooper and left voicemail for XXXX. I waited but no call back from them. Called again and spoke to XXXX who sent me the shipping label via email. I was stressing out and did not want to be late. I make another payment of {$340.00} with her for XX/XX/XXXX. She told me to mail docs by using the XXXX envelope and the label which was emailed. 

XX/XX/XXXX, XXXX I got the documents notarized and took the documents to XXXX as the return envelope was from XXXX . XXXX refused as the label which Mr. Cooper sent me via email was of XXXX. I got confused as I could not figure out which provider to use XXXX or XXXX. I called Mr. Cooper and spoke to XXXX. I explained him the issue. He spoke to his Manager and apologies as they sent out the wrong envelope and wanted me to mail the documents via XXXX as the label was from XXXX. I also inquired about the deadline of XX/XX/XXXX t which I was told that its fine, just mail the docs. I rushed from XXXX to XXXX as they were about to close in 7 minutes and my commute was of 7 minutes. I rushed and made it to XXXX on time and mailed the documents. 

XX/XX/XXXX, XXXX-Documents received by Mr. Cooper. Finally! 

XX/XX/XXXX, XXXX-Spoke to XXXX who told me that I was behind since XXXX XXXX- I have to repeat every single thing to him. He said my Loan Modification is  denied as they did not receive the documents on XX/XX/XXXX. I got frustrated as I was constantly in communication with them and kept following whatever I was told. XXXX, however, resubmitted the Loan Modification and wanted me to check in about 23 weeks. I wanted to make a payment for XXXX with him as I do not want to be late, he refused and mentioned that he can not accept any payment at this time and there is nothing he can do about it. 

XX/XX/XXXX, XXXX-Received letter from Attorney for a court date on XX/XX/XXXX XX/XX/XXXX Called at XXXX XXXX and spoke to XXXX who said that Foreclosure is on hold due to Loan Modification proceedings. Upon inquiry for court date, she put the attorney on a conference line. Attorney confirmed and that the hearing on XX/XX/XXXX at XXXX XXXX  is for amendment only. There is no need to make an appearance. XXXX wanted me to call after every 2 weeks to check the status of Modification. 

XX/XX/XXXX, XXXX-I called at XXXX XXXX and spoke to XXXX who reorder Loan Modification and wanted me to check with her by the end of month. I tried to make a payment for XXXX and XXXX and was refused again with the same message that they cant accept any payments as house is in foreclosure but here is no auction date. 

XX/XX/XXXX : I called again at XXXX XXXX and spoke to XXXX. I insisted to speak to Manager but she was making excuses and was not willing to bring the Manager on line. I have to go through the entire story with her again. I emphasized to speak to Manager. I then got upset and stated that is your Manager refusing to talk to me and only at that time, Manager came over on phone. At XXXX XXXX, I spoke to Manager XXXX XXXX, ID No XXXX. She stated that foreclosure started back in XX/XX/XXXX to which I was surprised as no one mentioned to me until XXXX of this year. It means that they were fooling me around so that I keep paying and they keep playing with me like a pinkponk ball. She further stated that loan modification was sent numerous times and we failed to submit documents numerous times thats why they keep rejecting the loan modification. I clearly stated to her that it was only one time that loan modification documents were sent out and that too after the deadline and I have send them back in a timely manner to which she had no response. I told her that I am extremely disappointed and looks like all they want is my house due to equity in it. They are fooling me since then. I have been played. I told them I am filing an official complaint with CFPB and also with attorney generals office. She them want me to file a complaint at Consumer Relations at Mr.Cooper and gave me their phone and email. I was told my only option is to reinstate the loan to current. She wanted me to call her on Tuesday XX/XX/XXXX to get the total amount to pay which will be valid only for 24 hours. There is nothing which she can do. 

Despite my every effort to resolve it, Mr. Cooper is finding ways to take my property as there is lot of equity in it. I was ready and willing to make payments at all times but they refused to take it. They refused to take payment in ec, XXXX, XXXX, XXXX so that they can tell that I am behind. I called numerous time to pay but they refused. When I inquire about the balance, it does not correspond to the balance which I see online. It seems all they want is my property. This is my only home for almost 18 years. I do not want to lose my property and they are trying to take it and snatch it. 

Please note that I am a sick patient and have recently survived XXXX. My body and my health will not allow me to handle the kind of stress which Mr. Cooper has put me and my family into. I have no other choice except to seek your help with the hope of getting it resolved. I need your help to relieve me of this painful stress and cheaters like Mr. Cooper. Looks like I am their new victim and they are the CONMAN. But I believe in justice.

Your help and assistance is deeply appreciated. Please help me. You are my only hope at this time. I cant sleep at nights. My stress level is extremely high due to this. My health keeps deteroiting. Please help me save my home for me and my family.

Should you have any question, please feel free to contact us.

Yours sincerely, ( Victim of Mr. Cooper )

Company response to consumer: Closed with explanation