Consumer complaint received 2022-12-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: NH

Complaint narrative:
Hi, we had a loss of income over the summer as we had the XXXX  XXXX  at our farm and the government XXXX  XXXX XXXX  followed by putting us on a 150 day quarantine which means 5 months with no income. We explained this to Mr Cooper and they approved a loan modification to get the mortgage current. The trial period was to make 3 monthly payments to satisfy the trial. We did this paying on time for each month. Enclosed is the letter showing we were approved. Following the 3 payments Mr Cooper was to mail us the permanent modification agreement to sign, which they never did. However, while we were waiting for the agreement to arrive : We received many calls from Mr. Cooper many of which there would be nobody on the other end. Saying hello 4 times with no answer before hanging up ... The 2 times that we did get someone on the other end they stated everything was going fine, confirmed we did everything we were suppose to do, assured us the agreement was on its way and they were just checking in with us. ( Odd ) When we completed the trial period with our XX/XX/XXXX payment, the website stated that we completed the trial and that paperwork was coming in 5-15 days. 

On XX/XX/XXXX we received a call from Mr Cooper and they said that the paperwork was still in process and everything was OK and that we would still receive calls from Mr Cooper as there was no way to stop them as we are behind in our mortgage. 

On XX/XX/XXXX we received a letter dated XX/XX/XXXX stating that we were denied for the loan mod. ( see attached ), This letter stated : " You were previously offered a permanent Loan Modification. The terms of the Loan Modification Agreement required that you remit all copies of the agreement properly signed and notarized, if required, by all borrowers within the time allowed. Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. '' It is important to note they NEVER sent us this agreement to be signed. Last payment made XXXX. No agreement sent to us. XX/XX/XXXX a letter was drafted and mailed from Mr Cooper stating we were denied for not returning an agreement, in a timely manner, they never sent to us or have record at their end it was sent. In fact. When we called Mr. Cooper to find out what was going on, they said their system states we were denied because they made XXXX calls to us on the XXXX and XXXX and we did not answer the phone one of which they said we hung up on. We never hung up on anyone. It is important to note they never left a voice mail and called during working hours when we were at work. We did call back 2 times in XXXX to check in to see how things were going and neither time where we told there was a problem. In fact we were told everything was fine and moving forward. 

Apparently, the reason they were calling was to get verbal approval of the trial period payment going from {$2800.00} to the mod payment of {$3000.00}. However, this was never brought to our attention until after we received the letter saying we were denied. They never told us they needed a verbal on the changed monthly amount in writing, voice mail, or on our two calls to them in the month of XXXX. So we had no idea this was needed from us. Once it was brought to our attention our answer provided was that that is fine. 

They have said that they would open an escalation to find out why this was denied so quickly, why a letter of untruths was mailed to us, why no voice mail was left explaining they did in fact need something additional from us and why they never sent the paperwork to us that their letter claims we didnt return. It is very important to note we had until XX/XX/XXXX to make that final trial payment which just ended today. However, we made the payment XXXX, had XXXX phone calls between XXXX and XX/XX/XXXX stating everything was on track and there was nothing further for us to do, yet on XX/XX/XXXX they mailed us a denial letter based on them not receiving paperwork never sent to us and still did not mention what they really needed was a verbal approval of a monthly payment change. The first time this monthy payment change was brought to our attention we immediately agreed to it. We explained to them that we totally would have accepted that amount as our previous payment was {$3400.00}. 

They are now saying that it takes 5-10 business days to work an escalation and they can not promise that we still will get the loan modification. Their website also states we are not allowed to make any payments. So they have us between a rock and a hard place. These questionable business practices are extremely alarming and upsetting.

We just want to keep our house, and we can make the payments, we satisfied the terms of the loan mod, and we just want to get this back on track. 

Thanks

Company response to consumer: Closed with explanation