Mortgage -- Struggling to pay mortgage -- Complaint #7800230
Complaint Overview
Complaint ID: 7800230
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-Issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
State: Florida
ZIP Code: 33467
Date Received: 2023-11-03T12:00:00-05:00
Date Sent to Company: 2023-11-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XX/XX/2023 we requested and were granted a forbearance. In XXXX of XXXX we were advised that we had been granted a HUD subsidy to cover the back payments and late fees. That amount was {$14000.00} in a subordinate note. We mailed the documents, notarized, signed and witnessed by overnight XXXX in the envelope provided by the company. We did not hear back from them, and called a few days later. The representative advised that we had not included in the documentation our " document correction agreement '' and needed to re-send the entire packet back, have it re-notarized and re-witnessed. We did such on XX/XX/2023. We did not receive any confirmation of the new terms so called them in early XXXX to check the situation. We were at that time advised that the SECOND packet ( each one being over 22 pages in length ), was also insufficient, as one of the notarized pages did not contain the year on the date portion. We were further advised that at this time, our fees had gone up to over {$19000.00}. Each time we sent in our signed packets for modification, I kept copies ( both of the " borrowers copy '' version they provided, as well as a photocopy of the documents we sent them ). I have reviewed these in detail, and have realized that the first packet DID contain the Document Correction Agreement, and the SECOND packet did contain the year on the date portion by our Notary Public. We just received a new bill from them, stating that the amount we now owe is {$23000.00} or close therein. We have been trying to contact them, however, their phones and website are saying that there has been a " cyber attack '', and we can not reach them by phone, login online, or reach a representative via their chat service. It's very disturbing that they keep saying that they haven't received single portions of our modification agreement, and require us to resubmit the entire packet, and that the amount owed continues to go up, even though our records reflect that we DID submit the full packet, correctly notarized, signed, dated, and witnessed. I feel that we should be in the position of owing the original {$14000.00} which we were not disputing.
Frequently Asked Questions
What is Complaint #7800230 about?
Complaint #7800230 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2023-11-03T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.