Consumer complaint received 2023-05-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
Good Day, I am writing this letter as I was recently approved for a trial loan modification plan with Mr. Cooper but was subsequently rejected without proper notice. 

I was impacted by the XXXX pandemic and lost my job as of XXXX. I was receiving unemployment so I was still able to make my mortgage payment up until about XXXX of XXXX. My lender offered me a XXXX relief forbearance which would last 3 months and I accepted. They advised that mitigation /workout options would be available to me once that period ended and/or that I could request an additional 3 months. 

The period ended but I had received new employment with the XXXX XXXX  and my husband and I are more than able to make or monthly mortgage payment at this time. However, I was also playing catch up with my other financial obligations. Therefore, I requested an additional 3 months of the XXXX pandemic plan that my lender was offering. 

When that plan ended, I called Mr. Cooper on XX/XX/XXXX to discuss my workout options. I could not afford the reinstatement request at the time, so I requested a modification over the phone. The rep advised that she would mail the application, but it was never received. I went back into my account and the application was there to fill out on XX/XX/XXXX. I completed those forms and sent them in immediately. 

On XX/XX/XXXX, we received an internal mod letter dated XX/XX/XXXX stating Because no additional documentation is required from you for us to conduct our review, your application is complete as of the date you requested post-pandemic relief, XXXX 

Uploaded to our portal on the same date ( XX/XX/XXXX ) was an internal mod missing docs letter, dated XXXX This letter mentioned that everything was received on XXXX but they needed 30 days consecutive paystubs for my husband ( co-borrower ). I called in and was informed that they need clarification on the frequency of his paychecks, being that he worked for a school district. That representative told me to email XXXX, the following message, Borrower 1 gets paid on the first and the XXXX of the month. He works for the school district but gets paid 12 months throughout the year. I sent that back same day and called back as a follow up on XX/XX/XXXX. That rep advised that she did not receive anything and for me to resend that information. Opposed to the previous rep asking me to sent the quoted statement in the body of the email, this rep told me to send it in a PDF. I attached that PDF stating the same XXXX. 

I then received another Internal Mod Missing Docs letter on XX/XX/XXXX. I called them on XX/XX/XXXX to follow up and they confirmed receipt of the second email I sent. 

On XXXX, I received another Internal Mod Letter stating, Because no additional documentation is required from you for us to conduct our review, your application is complete as of the date you requested post-pandemic relief, XXXX  That same day, I received another Internal Mod Letter stating, your application was deemed to be on XXXX 

On XXXX I received the Modification FHA Trial Agreement. Stating that I needed to call in by XXXX to accept the trial payment and send the first payment of {$1200.00} sometime in the month of XX/XX/XXXX. The next {$1200.00} would be due in XXXX and XXXX of XXXX. I called in that same day XXXX  to ask questions regarding the terms of the modification and decided to proceed. I received the same exact Trial Agreement on XXXX I called back in on XX/XX/XXXX just to confirm that they received my verbal agreement that I was accepting the plan. 

On XX/XX/XXXX, I missed a call from Mr. Cooper because I was working but I called them back only to be advised that the trial agreement that I had consented to, was null and void. The advised me that the entire process had been rejected. I had to disconnect the call to attend to work, but I called back in about 20 minutes to verify where I stood with my mortgage. The new rep confirmed that it had been rejected, as the last rep stated due to the Affordability Questionnaire not being completed in the trial review I was approved for. When I asked, why this was missed, she advised that the document is something new that rolled out a couple weeks ago. 2 weeks from today would be XXXX  My trial plan was sent on XXXX 

I was transferred to a supervisor to discuss the situation and she confirmed that this was a new requirement and that they could have done a better job in advising us of this before sending out a trial doc and/or could have called us prior to advise. 

At this stage, they are trying to review me again for another hardship review ( could take 30+ days ) and I could possibly be denied. Not to mention, the first rep I spoke to today XX/XX/XXXX, said that Im 8 months behind so I dont qualify for a reinstatement or payment plan. So now, I dont really have much recourse to help bring my loan current and make my contractual payment going forward. If they deny me for this new review of a modification and deny me, I have no other mitigation options other than deed- in lieu or short sale, as explained to me today and I don't want to lose my primary residence. My husband and XXXX kids love this home.

Company response to consumer: Closed with explanation