Consumer complaint received 2019-08-09
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Closing on a mortgage

Complaint:
I am refinancing with a ready & approved mortgage loan from XXXX XXXX XXXX of my family home of 38 years. I have lived my entire life with my mother who recently passed away on XX/XX/XXXX, my children, and my XXXX  XXXX nephew. I have done everything requested by the Reverse Mortgage company- Champion Mortgage and they approved accepting my mother 's Living Will back in XXXX of XXXX and suddenly when I am ready to close on the home and needing Champion to assign a FHA specialist/Appraiser they now are suddenly telling me I need the WILL probated. I was never told this in 7 months of speaking to representatives from Champion the will needed to be probated. It's on file as approved and excepted. They blamed their XXXX office not knowing the Laws of Illinois and an over sight and an opportunity for better training. This was stated to me from the Arizona office yet their VP/BOSS is out of the XXXX office that they have to speak to in regards to my issue. To me this is a run around and deflecting to their issues and not my neglect or inability to meet their requirements to purchase/refinance my family home. I have their letter that shows the will was accepted by their company and now suddenly I am forced into Probate. Though I have sadly a Foreclosure Court date this week on XX/XX/XXXX because they stalled on accepting my Letter of Intent to Purchase the home and now insisting the will be probated. My mortgage company- XXXX XXXX XXXX  has approval by their title company that they will secure the title and Champion Mortgage is very disorganized and not educated on Illinois mortgage law in regards to will and securing a title. I have an affidavit of Heirship they accepted and I'm the only heir to the home and her estate. I am about to lose my home next week because of probate and I'm being strung along by Champion Mortgage who keeps changing their rules as the process moves closes to closing on the home. We're questioning whether they know Illinois law. And yesterday it went from Illinois law needing it probated to Champion Mortgage rules of needing it Probated. That right there suddenly changing the verbiage from " Illinois law '' last week to now yesterday XX/XX/XXXX " Champion '' requires it to initially only need the will notarized, I feel I am being XXXX, scammed, and played. and I done everything appropriately requested by Champion. Their employees are not competent and I have been misinformed through this whole process of Refinancing with a FHA loan from my deceased mother 's reverse mortgage. I choose to purchase the home with a refinance. 3 steps I needed to due for Champion to issue an FHA specialist/appraiser. # 1- Notarized Will, # 2- Letter of intent to purchase home back # 3- Proof of funds by a mortgage company. I met those requirements and when I am now ready to close on the loan, I was now told on XX/XX/XXXX the will needed to be probated. How does Champion Mortgage over look that for 7 months and 2 weeks before I am about to close on the loan this now an issue. Probate in Illinois takes up to 6 months to achieve and my home is going into Foreclosure and I will lose my home on Thursday XX/XX/XXXX and Champion Mortgage hasn't been willing or supportive in stopping any of this. I am to buy they home back at 95 % of the appraisal and I am going to lose my home because of Champion Mortgage mistake not mine. 
I feel Champion Mortgage is taking advantage of the vulnerable elderly and their family by adding on unnecessary requirements that end up in " additional fees '' and the loss of their homes. I have been so mislead with wrong information given to me and it's now leaving me in foreclosure. I have a XXXX nephew I am guardian for. I am a single woman. And my children live in our family home of 38 years. I have been ignored, the rules changed, and completely wrong information given to me over the course of 7 months since my mother passed away, and Champion Mortgage requirements change every time I speak to someone new. They always place the blame on their XXXX office and lack of proper training yet they NEVER own up to their wrong doing and it forces the customer into playing fees, foreclosure, and loss of home.

Company response to consumer: Closed with explanation