Consumer complaint received 2022-10-20
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Hello XXXX, I'm attaching copies of emails sent to Mr. Cooper during the processing of my refi. I've just refinanced my home loan through them. Basically I am not happy with handling of my refi. The length of time it took to process the loan ( over 2 months ), XXXX not paid off as of XX/XX/XXXX, after the refi had be financed, and me paying XXXX mortgage payments and XXXX XXXX  payments during the processing. 

These are the people that received my email : XXXX ( Loan Processor ) XXXX ( XXXX 's Supv ) XXXX Also I sent copies to my son & husband Good Morning, I would like to file a formal complaint on the unprofessional, incompetent processing of my refi/payoff loan. And I am requesting reimbursement of my XXXX mortgage pay of {$1300.00} And I am requesting reimbursement of {$500.00} paid to XXXX XXXX towards my XXXX XXXX bill. The mishandling of my loan and delays are not my fault, its on Mr. Cooper. 

Im very frustrated, disappointed, stressed and upset right now and I shouldnt be. I should be happy that I trusted Mr. Cooper to smoothly handle my refi and payoff of my XXXX  loan with XXXX XXXX. I started this process around XX/XX/XXXX and its been over " TWO MONTHS '', and it still aint right!!! Unfortunately I have had my home refinanced too many times, and processing always completed within one month. So from experience, I know there is a problem in your processing, and unfortunately consumers such as myself pay ( additional interest rates, mortgage notes, loan payments etc ) for your incompetence. 

My husband and I have been requested to sign many disclosure documents. No one is calling and explaining what is going on. I sign, and to be honest I don't understand what Im signing. I cant figure out how to get copies of what I just signed!!! Please send me a copy of the last three disclosures. 

Today, XX/XX/XXXX I went into my Bank account to stop reoccurring payments to my HELOC loan and discovered it has not been paid off. WHAATTTT!!! When I went into to my Mr. Cooper account, I see it has been updated with new loan amount and new payment amount. The interest and my loan payments on that HELOC is pricey. I'm paying them money that should be going to my new mortgage, AND Im paying on my old mortgage and that money should be going to my new mortgage. I immediately try to call XXXX XXXX, only to hear the messsage... this is a non-working number, and given a general number to Mr. Cooper. Contacting my Loan Processor XXXX XXXX has been a joke, and another very frustrating experience. How, who, what, why would you, do you put a non-working number on your correspondence to your customers that are suppose to trust and respect you to conduct business on my behalf? Go figure. There is something very wrong with this picture. 

I have tried to be patient, but I am worn thin. Im paying out unnecessary payments to my old mortgage and to my XXXX XXXX loan, and my credit rating has taken an unnecessary hit due to the mishandling of this loan, my credit has be ran several times. I am checking in with the Consumer Financial Protection Bureau for resolution to this fiasco. 




XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX my Son On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : ( EMAIL SENT TO : XXXX ( Loan Processor ) XXXX ( XXXX 's XXXX ) XXXX XXXX, and XXXX @ Hello, I NEED LOAN PROCESSING ASSISTANCE TODAY XX/XX/XXXX!!!! I understand my loan has been assigned to XXXX XXXX. I have made numerous calls and left voice messages for XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX? XXXX XXXX????, and NO RETURN call. Today is the last day of my rate lock and Im trying to see salvage this loan and make it work. Can you consider my income and a piano teacher? I claimed it on my taxes the last 2 years, or perhaps you can add my husband, XXXX 's income? Maybe you are overwhelmed with work but I am feeling overwhelmed with being ignored and XXXX XXXX XXXX XXXX XXXX. I have be waiting for a return call since XX/XX/XXXX. Im frustrated that Im even in this situation of a loan if I couldnt qualify. You should know this pretty quick, now after a lot of time and effort Mr. Cooper goes Ghost on me. If I owed you $ $ or if my payment was late, you would not be this passive. This is so bogus!! I have never been late on my payments. This process makes Mr. Coopers credibility look like a JOKE! Again I want to salvage my loan. 

I must give KUDOS to XXXX XXXX for always answering and returning my calls, and making an effort to get me to someone that can help me. 


XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation