Consumer complaint received 2019-01-28
Company: Mr. Cooper Group Inc.
State: NJ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
Complaint Against Mr. Cooper Mortgage Company Mortgage Assumption Department. 
Contact Person in Mr. Cooper : XXXX XXXX-Research Associate, Assumptions. 
Phone ; ( XXXX ) XXXX Research reference # XXXX Loan # XXXX On XX/XX/XXXX, we started a process for a Mortgage Assumption, we sent every document requested. 

On XX/XX/XXXX they requested us an insurance policy for the house, we got a quote with my name in the main document and we sent it to them. they replied that in the policy should be me and my husband. The insurance company said that we need to buy the insurance if we need both names to show up in the policy. then we decided to buy it because we thought the process will take one or two more months. But it was not like that. At this time, we still paying for home insurance for a house that is not under our names. we paid approximately {$1700.00} for this home insurance. 

Also, sometimes they requested a document that we already sent it. On XX/XX/XXXX, we sent a complaint letter to them included in one of the XXXX  packages requested for them, but we never received any answer about this letter. Our contact in Mr. Cooper Mortgage Assumption program was Mrs. XXXX XXXX ;  her phone number is XXXX. Also, one time we received a letter from mortgage assumption Department signed as a XXXX XXXX. I tried to contact Mrs. XXXX one time, but she replied that our contact was only Mrs. XXXX XXXX. 

Sometimes I sent documents to XXXX per email, and she did not deliver to the Assumption Department, because later I received a mail letter asking for documents that already sent it to Mrs. XXXX. 

On XX/XX/XXXX, we sent documents requested for Mrs. XXXX and then she said that our case will send it to underwriting department, but then on XX/XX/XXXX, 3 months later, we received an email from Mrs. XXXX requesting more documents. We though back in XX/XX/XXXX, we are going to close in XX/XX/XXXX, but it was not like that. 

On XX/XX/XXXX, after months and months of sending the same documents over and over, we received an email from Mrs. XXXX " XXXX good day! Your case has sent to underwriting. Thanks, XXXX ". We were so happy but guess what, they take 5 months and 11 days to contact us with the news that our application expired and we need to start over. 

On XX/XX/XXXX, we received a call from XXXX, a representative from Assumption department saying that our application is expiring, then they will close the current assumption process. My husband asked her why no one calls us in months or send an email or even a letter ; why XXXX did not call us? and her answer was " I don't know why she did not call you, they just asked me to call you ''. XXXX said that we will receive a letter informing us what is the next step. We received the letter on XX/XX/XXXX, but, was basically the same information that XXXX said to my husband. 
Then we need to start from zero, after almost 2 years of the process after sending every document requested for them. These showed us that some members of Mr. Cooper Assumption Department were not doing the best for Mr. Cooper customers. Making look Mr. Cooper Mortgage company as a bad option from American families.

Company response to consumer: Closed with explanation