Consumer complaint received 2023-12-06
Company: Mr. Cooper Group Inc.
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Delays in the application process

Complaint:
I contacted the loan company to begin the paperwork for loan assumption. I was advised that after receiving the paperwork, the company would send the documents to the VA and that it can take the VA up to XXXX months to process the documents. I completed all documents that were sent to me and returned them to the company. I verified documents were received and the company documented they were received by them on XXXX XX/XX/2023. 
Myself and my husband called several times to check on the status of the assumption and was always advised that the documents had been sent to the VA and they were waiting to hear back from the VA to see if anything was missing or if they needed further information. I then sent a inquire to the VA and received an email back stating that they had not received anything from the mortgage company. I called the VA to verify this and was told they had not received anything from the mortgage company. I then contacted the mortgage company and was told that the status in their system was showing pending funding and that all I needed to do was wait. I then asked to speak to a supervisor and spoke with XXXX employee number XXXX who stated that in the system on XXXX XX/XX/XXXX they had noted that a lead had been created and a mortgage professional should be reaching out to me and that was where the process was. When I asked why it took almost a month from the time I received my documents I was advised that their policy is they have 30 days to process the documents once received. I was informed that once a mortgage professional was assigned to my lead they would contact me and then I would be provided additional documentation that would need to be filed out. When the company originally sent me the loan assumption documents I was advised that they had to send me the documents by mail. Knowing this and knowing that there are other documents that will need to be filled out in their process, and that they after all their process is complete I will still have to wait for the VA to process their portion, I am concerned that my assumption will not be processed in the timeline which has been set out in my divorce decree. I asked the mortgage company if it would be easier and faster to just wait until the divorce was final and remove my husband from the loan then and I was advised that I would have to refinance to do so which is what I was trying to avoid by filing the assumption paperwork. Since they have taken so long to process the documents sent in XXXX, I have since lowered my debt documented on the paperwork by paying off cars and credit cards. My fear is I will have to re fill out all that paperwork and then this long drawn out process will have to start again. When I asked for a copy of all the notes and the timelines of their processing of my documents so that I could have evidence in court that I had done my part and that I was waiting on the mortgage company, they stated that I would need a subpoena. I asked what I needed to do or what they were going to do to resolve this issue and they stated they would escalate it but that it would take an additional XXXX hours to hear back and they would then contact me.

Company response to consumer: Closed with explanation