Consumer complaint received 2021-09-27 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: AZ

Complaint narrative:
Mr. Cooper/ XXXX XXXX is who we have our home thru. We have struggled with payments. My husband has now had XXXX XXXX  and I XXXX XXXX XXXX in XXXX of this year. We had planned on coming off of that forbearance then... we didn't know then what was ahead of us. It would have been the same thing as told to us now back in XXXX of XXXX. We had managed to be get our payments caught up minus 700 etc. In XXXX So when I called that day to pay that bill they offered us the forbearance. Telling us it was help that was offered for people like us and that would get us over the hump. Not one time was it mention that if we didn't pay the XXXX that we couldn't refinance when we come off of the forbearance. Are put the money we owed at the end. All of this was mention that things we would do when we first started the forbearance. We or myself was glad to pay XXXX cause we had struggled and made it. We never knew that we weren't going to be able to keep our home. I think it was the XXXX or in the time frame that I called Mr.Cooper to tell them we were ready to come off of the forbearance. Then on the XXXX a man called and told us they couldn't help us with a modification cause we had use it up in the past an we couldn't refinance cause we were behind when we started the forbearance. They weren't able to help us at all. The best thing I could do was to pay the behind amount .... 12,000 or at least 10,000 ... or do a short sale on our home. The first man was really smart to me and he enjoyed telling me we were losing our home. Ten I called later that night and spoke to another man same thing I am sorry there is nothing we can do to help you.. I don't have XXXX or no way to get it. I said we had the money to pay and we were told we didn't need to. The girl said we didn't have to cause we were doing the forbearance. I was happy cause we could get help. Now they says if we don't pay our behind amount we lose it to foreclosure in about 2 months and 3 weeks. I had called and tried everything I can possibly do to save out home. I even called XXXX XXXX and nothing there to help us. I offer to pay them XXXX towards our behind money but they said no. I am XXXX and my husband is XXXX we don't won't to lose our home. We have pets. We love our pets. We don't don't know what to do about getting a new mortgage or refinancing our home. I have asked my son to buy it so we can keep it. It was wrong to ask for the forbearance. We loss our other home to a fire. We bought this one afterwards. I am XXXX and I am working part time to help us. It hard to work cause of my hip. No matter what I try and do Mr.Cooper refuses to help us ... and never will XXXX XXXX. I have since learned that Mr. Cooper has stole other people 's homes. It's not right. If they had said go ahead and pay that XXXX then I would have and I would have my house refinanced now or that is what they have lead me to believe. I am scared, beeen a rough week worrying about losing our home. Thanks XXXX XXXX

Company response to consumer: Closed with explanation