Consumer complaint received 2025-06-06 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Someone used my identity and corrupted all my bank accounts to XXXX XXXX of near active bankruptcy. I lost XXXX jobs at the same time I agreed with them on a immediate permanent plan because I get XXXX unemployment. They agreed to postpone the payment of the loan for XXXX  months to be paid at the end of the mortgage installment. I was surprised that they made an amendment to the mortgage without telling me. A letter came from them saying, Congratulations, we agreed to your request and amended the loan and it became {$3200.00} instead of {$3800.00}. But it is required that you pay XXXX consecutive installments before XX/XX/year>, otherwise it will be cancelled. I am still in difficult financial circumstances. I have not found a job. I called on XX/XX/year> to inform them that I still have not found a job, and also the circumstances that led to the collapse of my banks from stealing my identity. I requested XXXX or XXXX more months in the immediate permanent plan. The one who responded to me said that we must apply to cancel the loan modification plan and then we will immediately provide you with a permanent. This happens after a XXXX. I asked her, Is there a risk and will they seize the property? She said that no one can seize the property because it is protected. A XXXX has passed and no one has called. After another XXXX, another day will come. XX/XX/year> I called and she answered a different one than the previous one and she said that the loan modification cancellation request has not been completed yet. I waited a XXXX. I asked her if this delay poses a risk of the property being seized. She said that no one can seize the property because it is protected. On XX/XX/year>, I was surprised when a woman from the mortgage company called me and said that she was responsible for the XXXX of the property from XX/XX/year>. I told her that this was not true and told her about the XXXX previous calls and told her to please review the XXXX calls and you will find that what I said is true after she spoke to me in a way almost as if I was a XXXX  She told her that she would go back to record the XXXX calls and if what I said was true she would tell her supervisor and call me again. That day I could not sleep for fear that my XXXX would be left in XXXX XXXX like homeless people. The next day, no one called me. I called on XX/XX/year> and a different woman answered and spoke to me in a very bad way as if I had committed a crime. She said that the reservation started on XX/XX/year>. I found that all the talk was different, who was right and who was wrong. I asked to complain, she said that they closed. I called the next day, someone answered and did not transfer me to the complaints department, and he refused and said that he would solve my problem. I agreed. First, he refused and gave me a deadline for the immediate release again. Second, he said to modify the loan. This is the XXXX who only told me that I would pay an amount of {$3200.00} and the amount for the immediate release would be removed from my account. He was talking to me in a funny way. I found that and agreed because it is an offer like no other, not even in dreams. When I started thinking why this bank is losing and is offering this offer, I called after a XXXX and he replied. He is the XXXX who offered me the offer. I asked him, Are you sure of what you told me? Are these conditions complete and not missing? He said, Yes, the overdue amount will be raised and the amount will also be lowered. I told him, Just XXXX more time. He said, Yes, nothing else. I asked him, Will the interest rate change? He said, No, but the loan was for XXXX  years and will be for XXXX years. I found myself in the middle of the day telling him, This method is fraud and deception because you did not tell me this until I asked you many questions. I found him talking to me in a rude manner and saying, If you do not like it, refuse and you will pay the overdue amount at once. He said, The house will be sold at auction. Is this a method or a way that can only be called fraud and deception of the customer, stealing his property and throwing him and his XXXX  out into XXXX XXXX like the XXXX?

Company response to consumer: Closed with explanation