Consumer complaint received 2020-03-03
Company: Mr. Cooper Group Inc.
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I bought my home at XXXX XXXX XXXX, XXXX XXXX, MN XXXX for {$180000.00} in XXXX. I later refinanced and was briefly with another lender, but my mortgage got sold to Nationstar dba Mr. Cooper. 
My property value has steadily risen in value and increased 50 % in the past 4 years. Current estimated values range from XXXX to {$250000.00} estimated value is 24.28 % greater than the median listing price of {$200000.00} for homes in my area. 
Mr. Cooper own my mortgage and I have over 50K in equity. My home has increased in value and Mr. Cooper knows this too. In XXXX Mr. Cooper began calling me over and over about refinancing XX/XX/XXXX, we started a conventional cash out refinance process. The Mr. Cooper loan Agent I worked with throughout was XXXX XXXX, Sr. Mortgage Professional. XXXX entered a hard credit pull in XXXX and we moved forward. XXXX said everything looks fine and all we need is the appraisal for the underwriters. 
I questioned why Mr. Cooper insists on using XXXX  for appraisal at a flat rate of {$520.00} and got many odd excuses. I nevertheless pulled together the {$520.00} upfront appraisal money. ( Note : Mr. Cooper owns XXXX  ) ( Note that other non-bank lenders do not ask for appraisal fees up front ). 
In XXXX, the appraiser XXXX XXXX from XXXX XXXX XXXX XXXX  came and appraised my home. He spent time looking at everything, said everything looks good and to await his report. I waited. 
On XX/XX/XXXX An unauthorized hard credit pull issued from MR COOPER and appeared my credit report. Which dropped my credit score by 22 points My rating went from GOOD to FAIR. 
On XX/XX/XXXX I got a call from XXXX saying the appraisal came back very low at {$190000.00} and that I dont qualify for conventional refinance, suggesting an FHA refinance instead. I told him FHA is not appropriate and said no to an FHA. XXXX sent me a copy of the Appraisal to check it for errors and get back to him. 
Lender appraisal pressure The body of the appraisal report indicated my home value would be estimated at around 250K, but the appraiser plugged in an arbitrary appraised value of {$190000.00} on the last page. Upon further research I learned that this is the result of lender pressure, the most serious problem facing appraisers, A major source of frustration for appraisers is the realization that clients do not have to follow USPAP but they are supposed to. If appraisers do not want to be blacklisted by a major client like Mr. Cooper, they have to play ball and enter a predetermined figure. 
Mr. Cooper owns my mortgage and has a vested interest. My home has increased in value 50 %, so Mr. Cooper engaged in Appraisal Fraud to deflate the value of my $ XXXX  home to $ XXXX and then tried to deceive and pressure me to lock in that wrongly appraised value of $ XXXX with an FHA refinance. 
I said NO to moving forward with ANY sort of refinance using Mr. Cooper. And told XXXX that as soon as I can plan to refinance elsewhere to get away from Mr. Cooper. 
Harm caused by Mr. Coopers tactics. 
But first I must repair my credit score and am currently contesting Mr. Coopers second hard credit pull which deflated my credit score to FAIR. 
XXXX XXXX, XXXX

Company response to consumer: Closed with explanation