Consumer complaint received 2021-12-01
Company: Mr. Cooper Group Inc.
State: IN
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Been a nightmare from the beginning with MR. Cooper Mortgage Company ( formally known as Nationstar ), here is the full nightmare : I would post pics but it has a bunch of my personal info on it. 
XXXX/XXXX/2021 - Started the refinancing process with a home equity loan with XXXX XXXX. He contacted me a few times that week to get everything going, and I sent him for what he asked. Didn't hear from him for a couple weeks. Reached out to multiple people, including his XXXX XXXX ( I think name was ) and no responses. 
XXXX/XXXX/2021 - Reached out AGAIN to XXXX to check in what is going on with everything and got an auto response saying out of office until XX/XX//2021 and contact XXXX XXXX. Emailed and called him, no response. 
XX/XX/XXXX- He reached back and said he was on vacation and forgot to turn my application in said ( as per recorded line for insurance purposes. ) And apologized and asked if I wanted to start again so I said yes. ( Red Flag right off the bat. ) Little back and forth getting all the documents needed locked in at a 3.75 % for 30Year. 
XX/XX/2021 - He reached out to me to get the appraisal going, {$500.00} out of pocket. Around this time he also had XXXX XXXX reach out to me. XXXX told me don't pay it until I know I'm approved so didn't order yet. 
XXXX2021- Still trying to get info about if I ' approved to get the appraisal. 
XXXX/XXXX/2021 - Still trying to get info on when to order the appraisal, wasn't going to get until I was approved so I didn't waste money. Sent a few documents to XXXX during these times. During this date also told me in email my loan is conditionally approved and now is a good time to order appraisal. Was also told during ( phone calls on recorded line ) that this is only thing holding it up. 
Communication here starts getting bad with everyone involved. 

Problem after problem starts occurring, and the underwriter keeps asking for one piece of info every week, instead of giving a list of things needed. 
So many things here start to go wrong. Several kickbacks. I sent everything needed. Keep getting told we are closing soon. 

XXXXXXXX XXXX Lot happens here. Told the XXXX  won't sign off because I'm in the middle of settling a payment plan with IRS and that if I can SHOW PROOF that I have the funds to pay it off, then it will be no problem. I go to bank get my checking account ( bank wouldn't print current balance but sent a screenshot with it even though it did nothing ) and also got statements from my savings account. I have multiple people on my accounts incase anything happens to me they can get to the money. On XXXX/XXXX/2021 was told I was good, I had the bank statements, a written letter and all the people on my account signed saying I have permission to use these funds, as well as a written and signed letter from my bank with a letterhead on it. Was told this was good to go! 
During the month little more back and forth to try and get everythng going. 
XX/XX/XXXX XXXX reached out to make sure she had the right creditors we were paying off, they were all wrong so we got them straightened away. 

XX/XX/2021 Was told by email that the underwriter reviewed my file and is ready to sign off for us. She asked for a copy of the very last paystub from company " X ''. XXXX found it and set it over, should be good to go! 

XX/XX/XXXX I reached out and asked what was going on, and now there was an issue with the bank statements now. Only was told I had to show proof so I had proof of covering what I owed the IRS while there was a settlement being taken place. Now the XXXX is back peddling on something they already approved. 
-A couple days prior I received letter from IRS with payment plan implemented and so I sent them over to XXXX XXXX 
XX/XX/XXXXI reached out to see what was going on. She called me back after not answering for a few calls. She told me I was approved!!! And we were closing on MondayXX/XX/XXXX since everyone will be out of office for the holiday. ( Per recorded line for insurance purposes. ) I understood this and was just glad this nightmare was about to be over. 

XX/XX/XXXX- The day comes to close, no one reaches out to me, so I tried called XXXX and XXXX, no answers. XX/XX/XXXX I try calling again and no answers after leaving messages. Today XX/XX/2021 I called a few times again, left messages so I can close. Emailed XXXX and she emailed me at about XXXX saying she will call me asap working on a file. XXXX comes around no call, XXXX calls me. He said XXXX emailed him and said the XXXX  won't sign off, now I have to make XXXX payments to the IRS in my new payment plan, which is XXXX months out, and then have to resubmit everything. 
How can I be approved to close on XXXX/XXXX/2021 and now XXXX days after there is another delay?? I submitted everything and did everything write and the XXXXr is now toying with me and contradicting everything they approved to begin with. This is a quick summary of everything but has been nothing less than a nightmare! 

Also when I signed my documents, it was 3.75 % I logged onto the website and it shows 4.125 % | 5.148, which is what was not agreed upon.

Company response to consumer: Closed with explanation