Consumer complaint received 2020-07-28
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a refinance on our home on XX/XX/XXXX with our current mortgage holder, Mr. Cooper ( Nationstar Bank ). We have refinanced before very easily and quickly with other institutions with no issues so the current experience with Mr. Cooper seems unexplainable other than the fact that we shared our race in the application process. 
1. We were made to wait 2 weeks before locking in rate.

2. Told we close no later than mid-XXXX. Its now end of XXXX 3. Asked about a home neither me nor my husband ever owned or had a stake in.

4. Questioned about my husbands job location and commute. We live in XXXX but the headquarters for my husbands job is in XXXX. Perhaps the loan officer needs to learn geography. My husband works from home but occasionally may have to drive to  XXXX which is about 1.5 hours away. What does that have to do with a refi???? 
5. Questioned about what a XXXX XXXX loan was for ( Daughter is in XXXX  ).

6. Questioned about dependents even though we provided tax returns that reflect these things.

7. Questioned why we were getting cash out of the loan. Shared that we were told we had to pay off our line of credit by the application originator, Mr. XXXX so their loan would take priority. 

I left a voicemail with the loan officer, XXXX XXXX, in XXXX regarding some of the document requests. She has never returned my call. She sent me an email regarding the cash out and dependents question on XXXX. I responded back to her email answering her questions and again asking for explanation on being required to provide statements on odd things. She responded that our application was not filled out correctly as if that was my fault and said that she was submitting the loan for final approval. We did not fill out the loan application. It was done over the phone by one of their representatives. 

She still has not responded to my questions on why we were asked about a home we have never owned and about the location of my husband job. 

I sent another email on Friday XXXX to her about why this loan is taking so long and her not responding to my questions. She has completely ignored me. 

We are XXXX and this is the first time I have ever shared race on a loan application of any type before. I thought no harm since we have been excellent customers for them. Keep in mind we did not originate our home loan with this company. We built our home 17 years ago and our loan has been transferred to various companies throughout the years. Mr. Cooper picked up the loan a few years ago. We have refinanced or taken out other loans before in well under a month with other companies so I have no understanding, other than our race, of why they are dragging their feet. We have very good credit, have been on our same jobs for many years and have high stable incomes. We have turned around every document and email request on the same day we were asked so there is no reason for their obvious slow walking of this process. 

They refuse to even acknowledge the concerns and it appears all communication has stopped.

Company response to consumer: Closed with explanation