Consumer complaint received 2022-01-11
Company: Mr. Cooper Group Inc.
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
Headline : Mortgage Company sells mortgage in the middle of a contract to sell property This letter is attended to submit an official compliant of my current experience selling my property. Mortgage managed by XXXX Mortgage, XXXX, XXXX. 

Im a XXXX and previous homeowner of the residential property address listed above. I listed my property for sale XX/XX/XXXX. The property went under contract to be sold on XX/XX/XXXX with a target closing date of XX/XX/XXXX, which later was delayed to XX/XX/XXXX. 

I notified my mortgage company in early XXXX of the pending contract and advised them that the property would be sold and potentially closed by XX/XX/XXXX. The customer service representatives stated that they recorded the information of my listing and intent to sell the property in the notes. I continued to receive calls from XXXX Mortgage related to other matters and I continuously stated to them multiple times that the property was under contract and will soon be sold and closed. I reached out to XXXX Mortgage on XX/XX/XXXX for a payoff quote for the mortgage which they provided, and I submitted that information to my real estate lawyers office the same day. 

On the closing date, XX/XX/XXXX, my real estate lawyers office informed me that they called my mortgage company ( Freedom Mortgage ) to send payoff funds for the mortgage as intended with the sale of the property and XXXX Mortgage would not accept the payoff as they stated that they sold the mortgage effective XX/XX/XXXX to Mr. Cooper mortgage company. I was puzzled, as I was completely unaware of their intent to sell the mortgage, especially after I notified them several times that the property was under contract and prepped to be sold. I reached out to XXXX Mortgage to confirm that they did indeed sell the mortgage, and they stated that they sent several letters to notify me of the sell, which I missed due to the process of moving my entire family and our belongings out of the home over the last several weeks prior to closing. My lawyers office also contacted Mr. Cooper mortgage and they stated that the transfer of my mortgage data/account had not yet been processed and they couldnt receive the payoff funds either, nor did they give a feasible solution to complete the transfer of funds. 

It is now XX/XX/XXXX, and Mr. Cooper mortgage has not yet processed my account to accept the payoff. In short, I requested and received a payoff from XXXX Mortgage, that they then sold or transferred, and both companies have refused to reissue a payoff and let us ( myself and my lawyers office ) know where to send the payoff funds. 

This is completely unacceptable on many fronts and there is negligence of service shown from both mortgage companies in this regard. Neither mortgage company appears to have taken into account that my property was under contract as they made their own deal to sell/buy my mortgage and both companies have refused to service my mortgage via payoff. After many hours on hold while contacting Mr. Cooper mortgage, I was told today that it may take 7-10 additional business days to process my account to complete the payoff after it has already been 7 days since the sell of the mortgage. This delay, lack of attention to detail, and incompetence is disrupting me and my familys ability to purchase a new home as my lawyer can not release my proceeds from the sell to me without confirmed payoff transfer. This has created much hardship for my family as we are temporarily living with my XXXX  and may lose out on multiple homes listed for purchase in a VERY competitive market due to these ridiculous delays. I cant express the frustration that this is causing and the lack of empathy and or help from both mortgage companies in this matter is appalling. 

My hope is that your organization can help me to escalate and expedite this process to complete the transaction as intended. Anything you and your team can do would be greatly appreciated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation