Consumer complaint received 2022-03-29
Company: Mr. Cooper Group Inc.
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Original complaint # XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage, ISSUE : Applying for a mortgage or refinancing an existing mortgage I was not able to see the company response. I began the process of lowering the interest rate ( Interest Rate Reduction Loan/IRRL ) on this account in the XXXX XXXX timeframe. The IRRL is a rate reduction and term program that is simple with no appraisal and no income required. They had me fill out the required income, pull a hard copy of my credit score, and had me fill out incorrect paperwork. I did the " closing '' signed all the documents ; however, because of the pandemic forbearance, Mr. Cooper nullified the agreement after the closing, after the fact. In XXXX I continuously asked for the interest to be lowered, they denied it several times. Finally, in XXXX of XXXX, Mr. Cooper advised that I had to fill out a " loan modification '' to get the interest rate lowered. I paid Mr. Cooper {$58000.00} in XX/XX/XXXX. I asked again and applied for a lowering of the interest rate. I filled out paperwork, again, and was denied again because they said the VA would not allow me to do this. I paid over {$35000.00}. in interest for XXXX. I went to another mortgage ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX More than 180 languages available.

company that successfully lowered my interest rate XXXX XXXX XXXX XXXX. XXXX # XXXX Page 2 of 6 y- Complaint Print XX/XX/XXXX, XXXX company that successfully lowered my interest rate and bought out the loan from Mr. Cooper. Mr. Cooper 's failure to grant me the lower interest rate meant that I paid too much money that I did not need to. They falsely claimed I was not qualified when I was. They took so much money from me when my husband was sick ( and consequently died ) when a pandemic was devastating us health- wise and financially. Mr. Cooper denied my requests for 2 years stating that I was NOT qualified when I was. The fact that another mortgage company easily processed my IRRL and did not have an issue with it or the VA demonstrated that Mr. Cooper was making a lot of money off of me and knew it could be done, but they chose to falsely claim that the VA denied it or that my credit was not sufficient, which they did a hard pull on my credit that they did NOT need to. They were deceptive in their practices by false claims. 

I did speak to a mortgage person, XXXX XXXX, at Mr. Cooper on XX/XX/XXXX & XX/XX/XXXX. I was given several different excuses for the higher amount to include they " we could not do the IRRL because the VA states you have to make 6 payments with just your name on the bank account, '' " we do not keep the interest money it goes to the VA, '' " we charged you more interest this year because we combined from last year because you paid so little, " also we charged you more because you had the pandemic relief assistance and that interest was because you did not pay for 2 years. '' These claims are all false. It is not only an IRS violation it is unethical. This is why they do send this information in writing but rather in a phone conversation.

The amount of money I paid in interest is unlawful, like a loan shark operation for a family mourning the service connected death of my husband, XXXX illness, and financial hardship. 

Mr. Coopers practices are deceptive and unethical. I request they refund the interest paid and stop their dishonest and deceitful explanations. The VA does not collect money, they guarantee the loan. I would like their communication only in writing.

Company response to consumer: Closed with explanation