Consumer complaint received 2021-01-05
Company: Mr. Cooper Group Inc.
State: GA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX I contacted my mortgage company Mr. Cooper to request an extension on my XX/XX/XXXX mortgage payment. The associate who I spoke to XX/XX/XXXX NMLS ID XXXX Nationstar Mortgage d/b/a Mr. Cooper XXXX XXXX ) XXXX reviewed my account and told me that he had a better option for me in the form of a refinance opportunity in which I could eliminate some of my credit card debt. After some discussion I agreed that I did have interest in pursuing this option. He proceeded to pull my credit and start the process. I signed several documents that day and was told everything was in process and looked good and that there would be no out of pocket expenses for me as they would all be a part of my new loan. I submitted my W2 and paystub and e-signed all the documents. 
On XX/XX/XXXX I received a follow up call from Mr. XXXX he informed me that everything was moving along great and I just needed to pay {$480.00} for the appraisal. I was taken back by this as I had previously been informed that there were no out of pocket costs associated with this refinance. I again questioned how certain he was that things were going through and he assured me that everything was great and I would be reimbursed the money. I went ahead and proceeded with payment and scheduling of the appraisal. I also inquired as to what debts this loan would be paying off and he could not provided any specific answers and mentioned that Mr. Cooper would be paying the debts on behalf of me and someone would contact me about that later. 
On Monday XX/XX/XXXX the night before the appraisal I received a call from Mr. XXXX at XXXX XX/XX/XXXX in which he started by asking me what my home would appraise for and would it be {$270000.00}. I told him I was not an appraiser and did not know any more than could be found on XXXX, additionally he informed me that the appraisal was the following day I mistakenly thought it was Wednesday. Mr. Cooper currently finances my mortgage so I also found it very strange that they would not have an idea of what a property they currently financed would potentially appraise for. I told him that I did not believe that my home would appraise for {$270000.00} but more in the $ XXXX {$260.00} range based off of XXXX and other homes in the neighborhood. He then stated that he was going to cancel the appraisal at which time I requested multiple times to speak to a manger. He refused telling me they were closing soon and his manager would call me the following day. He was speaking over me and the call was not productive so I disconnected. 
The next day the appraiser arrived and did the appraisal. I then received a refund of my appraisal money. I repeatedly tried to contact various associates at Mr. Cooper for the next few days leaving voice mails with no returned calls and I never heard from Mr. XXXXXX/XX/XXXX manager. My pending refinance was removed from the Mr. Cooper portal. Today XX/XX/XXXX I finally received a call from MrXXXX XXXX and again requested his manager he again stated he would call me tomorrow. I asked him what was going on and he stated the process has been cancelled. The call again became very unprofessional and unproductive so I again disconnected.

Company response to consumer: Closed with explanation