Consumer complaint received 2019-06-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family of XXXX. 
I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it. 

I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. 

We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, affordable mortgage solution to date. 

On Wednesday, XX/XX/2019, if no resolution is in place by that time, our home will be sold. 
I have exhausted efforts to achieve an affordable mortgage, because the investors ( XXXX XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series XXXX ( Mr Cooper Loan Number : XXXX ), to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution. 

If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts your office can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to keep our home. I hope a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced. 

Our primary goal is, and has always been, to maintain our home and not displace my family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan. 

This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now. 

If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort. 

Please know that all of your efforts and attempts will be greatly appreciated and your advocacy will never be forgotten Please advise. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX Mr. Cooper Mortgage Account # XXXX XXXX ID # XXXX

Company response to consumer: Closed with explanation