Consumer complaint received 2020-06-10
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/2019 I responded to an email solicitation from Nationstar d/b/a Mr. Cooper mortgage company , the lender servicing my mortgage after transfer from the original finance company, XXXX, to refinance my home at the prevailing lower interest rates. I made application to do so, and to be compliant with a court-approved divorce agreement requiring me to refinance and deed the home in my name only, removing my now ex-wife 's financial responsibility for the loan. 

In good faith I applied and was quoted a then-competitive rate and estimated closing costs. Over the next five months, I complied with each request made to furnish information regarding debts, previous addresses, income, etc. I did so typically within 24 hrs of receipt of request. Some documents I had to supply several times, both by uploading to the Mr. Cooper website ( as initially requested ) or by email ( when subsequently requested to do so ) to one of several mortgage processors working for Mr. Cooper. Weeks would go by with no update on application processing, or in response to emailed queries from me, and I was frequently supplied with misinformation, or perhaps disinformation. This became so problematic that I requested communication via email rather than telephone so I could have a written record of conflicting information and requests. Examples of conflicting information included verbal communication regarding required repairs or clarifications that differed substantially with other company-generated verbal requests or written ( via email ) requests or clarifications. This dragged on for months. At no point did I delay or hinder the process and I was forced to request clarification of conflicting information multiple times. As time passed and the rate-lock expiration expired, requiring a new rate-lock, origination points mounted without my agreement, to approximately {$9000.00} ; drastically different than the original quote. And then the interest rate quoted began to climb, despite being told that the rate-lock of the original quoted rate would " simply be extended. '' This culminated in my verbal complaint which prompted an unsatisfactory response from Mr. Cooper associates, and I was told that the costs and rate increased because I caused delays in the processing. This is patently untrue, and I therefore mailed a letter of complaint to the company per the instructions provided on their website. My complaint was supported by about 15 pages of emails generated over the five months in which I repeatedly inquired as to the reason for delays in processing, why weeks transpired before my queries were responded to, and the conflicting and at times erroneous information I was provided repeatedly. Part of my complaint included documented concerns I had regarding the appraisal and its utilization, though the appraisal valued my home at well above the requested amount for refinance. 

I finally had to withdraw the application because I could not accept the dramatically changed terms ( originating costs and interest rate ).  Three days later I was contacted by a Mr. Cooper associate familiar with my application who offered the originally-quoted terms, so initiated a second, new application with these assurances, and with the clear understanding that the process would be much more streamlined as the company already had all the supporting documentation. Of course, I was asked to submit updated financial statements which I promptly did. However, I was then asked to submit multiple documents which I already had, and to several different company agents. I did so with alacrity. 

I phoned Mr Cooper company in late XXXX as I had heard no response from my compliant letter. The associate I spoke to was very helpful and was very quickly able to access and email to me a letter communicating resolution to my complaint, and I received a hard copy several days later. The resolution indicated was re-offer of the original, more favorable terms, and a waiver of the property inspection ( though one had already been done, for which I paid ).  This seemed reasonable to me. However, the processing of the second application dragged on, from mid-XXXX through today. During this time I was asked to supply documentation I had already supplied multiple times, sometimes to several different mortgage company employees, and also on the website via upload as per website instructions. Again, the origination costs quoted began to rise. Communication was with three differing employees, not by my request or initiation, and each one seemed to not know what the others had told me. I complied, and expeditiously, with every request to date, but despite this I was informed today that " there isn't enough time to complete the process and ( I ) would have to start a new application. '' This was four days after being informed that " all the documents have been cleared '' and I needed to send a few photographs ( some of which the already had ) and have either a foundation inspection for integrity or an inspection to ensure no water seepage in the basement ( its still not clear to me which is being requested ). 

Throughout this process I have been ignored, misinformed, possibly lied to by Mr. Cooper employees. Two of their associates even denied the existence of the resolution of complaint letter and I had to email it back to them. Didn't matter, it was ignored. one employee told me that FHA regulations required this ever-changing and ridiculously, unnecessarily complicated process ( and here I'm not referring to the usual mortgage processing but the Kafkaesque process to which I've been subjected ) even though the loan is not an FHA loan! 

Delays, misinformation, disinformation, confusion, conflicting instructions and requirements, intimations of fabricating a letter of resolution -- these are just some of the tribulations to which I've been subjected.

Company response to consumer: Closed with explanation