Consumer complaint received 2020-11-25
Company: Mr. Cooper Group Inc.
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XXXX XXXXcompleted paperwork for re-finance with company that already held my mortgage XXXX XXXXreferred my best friend to the company and they completed paperwork to re-finance with them XXXX XXXXmy best friend calls me to tell me they already closed on their loan while I have not heard anything about my loan making any movement and I also turned everything that was requested of me within 24 hours of completing my paperwork because XXXX XXXX rushed me to turn it all in ASAP In XXXXI contact XXXX XXXX ( loan processor ) she has no idea why my loan hasn't been conditionally approved, I make calls to customer service and her and nothing is done. I contact XXXX XXXX, XXXX 's supervisor XXXX XXXX and XXXX 's supervisory XXXX XXXX and they finally get on the ball. For the next month XXXX contacts me weekly asking me for this and that verification. I have at this point submitted everything except a XXXX and XXXX  sample. 
In XXXX-I 'm finally conditionally approved but there is still no movement. At this time life is happening, new job prospects, the home needs repairs but I can't do anything because my re-finance has not moved and you are told not to run your credit or change jobs. My life is being majorly impacted by this process and Mr. Coopers lacking ability to do their job. I make several customer service complaints with little explanations as to why nothing is happening except " this is how it is. '' ( XXXX XXXX XXXX 's supervisor ) In XXXXI contact XXXX, XXXX, XXXX, and XXXX and explain if they don't set a closing date I'm going elsewhere. I end up not getting a closing date at like the 2nd week of XXXX XXXX XXXX dares to ask me if I have 2 jobs. I HAD 2 JOBS IN XXXX WHEN WE FILED PAPERWORK WITH XXXX! I am absolutely disgusted with this company at this time. It's like they don't know or care about the way they conduct business. I get 2 other quotes from other lenders because I at this point HAVE to have this loan close for personal reasons. I get the quotes, turn them in, and they magically meet the other lenders ( which was way less in closing costs ) and have a closing date. The only reason I decided to go with Mr. Cooper after all the trouble is because I literally HAD to have the loan close so I could move on in my personal life with things I needed to do. 
XXXX XXXX-I am told by XXXX XXXX that I will be received {$1400.00} at closing ( electronically if I choose and I will give a voided check to the notary that comes to our home ) and then I will received a separate check for around {$1000.00} in the snail mail 2 weeks after closing. I receive my funds from closing in the amount of {$1800.00} and I made another mortgage payment so I assume yea that's why I got a little back. 
XXXX XXXXsigned closing documents at our home XXXX XXXX It's been 3 weeks since closing and I don't have my {$1000.00} escrow refund check yet but I'll give them the benefit of the doubt and wait until next Monday. 
XXXX XXXXI call customer service multiple times, hit buttons to get to a person and get hung up on multiple times this goes on for a hour. I reach out to XXXX XXXX to see where my escrow refund is and she tells me she doesn't know and there is nothing she can do about it. ( On a recorded line I might add ) I plead for her to email someone or something she works for Mr. Cooper and she tells me no. I then reach out to XXXX XXXX and XXXX XXXX. I also finally get through to someone at customer service and the first person I speak with tells me that there is no disbursements and my escrow money was rolled over to my new escrow account. I am very upset at this point and get to a escalation specialist by the name of XXXX XXXX. She says she will have someone contact me about this. During the waiting I have XXXX XXXX call me and tell me " you are confused. '' I'm not confused because I have email proof from XXXX XXXX and know what I was told. Then XXXX XXXX calls me and tries to tell me that cash at closing and escrow refund are 1 in the same which is also inaccurate because I was told they are separate and I depend on a mortgage company that is getting paid for a service ( and that I assume I can trust ) to tell me the truth and accurate information. I then reach out to a executive assistant by the name of XXXX XXXX to try and reach the leadership for the company that is listed on their website. I then proceed to email XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. These people listed above are all leadership within the company and I think when a customer has a serious complaint that leadership should be involved. I did not get one reply from anyone in leadership at all. 
XXXX XXXX-I received a call from XXXX XXXX who reports her title is Assistant VP over the sales department. She proceeds to tell me nothing wrong has been done and she has reviewed my case and I can filed a complain with CFPD but nothing will be found there as well. How she knows the future is beyond me but here I am filing the complaint anyway. I truly can not believe this company is able to get away with lying to their customers. I was dependent on that {$1000.00} for XXXX for my children and patiently waited as I was instructed to be told the fine print changed and I knew. The truth is NO I DID NOT KNOW, I was instructed verbally and via email otherwise. I have this email as proof showing that I signed the closing documents prior to receiving this email and verbal confirmation of the funds I would be receiving. They re-structured my loan without my knowledge and without explaining it properly. I am not a mortgage specialist and therefore don't know ins and outs of mortgages. I was lied to and fraud was committed and I hope this complaint is seriously looked into. This company is doing very wrong things. If they can't get this right there is no telling what else is going on. I was told my XXXX XXXX when I asked to speak to the CEO XXXX XXXX " that is not how it works, '' " you are not able to talk to him, '' " you have no reason to talk to him. ''

Company response to consumer: Closed with explanation