Consumer complaint received 2020-07-10
Company: Mr. Cooper Group Inc.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/20, I spoke with an agent, XXXX XXXX, and was told that that interest rate for my loan would be 2.5 % with 1 point and no appraisal fee. Instead, I was sent an estimate that included the appraisal fee. 

On XX/XX/20, I again questioned the appraisal fee and was told it would be removed and we discussed I had received another refinancing offer. The agent said she would save me about {$1500.00} from another lender 's quote. I sent them information from the other lender and asked her to let me know if she needed more information. Following this call, I continued to ask for a closing cost estimate or to let me know any other information was needed. I did not have any reply until XX/XX/20. 

On XX/XX/20, I was asked to submit other information from the other lender so Mr. Cooper could be competitive and was again assured the appraisal fee would be removed. I emailed them the requested information t within 45 minutes of this request. Following this call, I continued to ask for the closing cost estimate by leaving several messages and emails. I received no information for the next four days. 

On XX/XX/20, in response to my emails and messages, the agent emailed me, saying I would receive the closing estimate by " tomorrow morning '' on XX/XX/20. 

On XX/XX/20, I continued to ask for the closing estimate and did not receive anything until early evening. This estimate indicates that the rate was 2.375 % with .79 points, but the appraisal fee was still showing as a cost. Later that evening, at XXXX XXXX, the agent emailed me saying " We can get this started pretty quickly since we were also able to waive the appraisal. Is there a good time to talk tomorrow to answer any questions you may have? '' On XX/XX/20, I called and emailed the agent asking her to me call me about the closing estimate having the appraisal fee. I did not receive any call until around XXXX XXXX. The agent apologized for all the delays and said she had been experiencing technology issues. She then told me the appraisal fee would be removed from the estimate dated XX/XX/20 and that I and my husband needed to use the last four digits of my SSN and authorize my electronic signatures included with the XX/XX/20 email so she could then send me the closing estimate with the removal of the appraisal fee. For the first time, the agent asked that we send our W2s and last 2 paycheck stubs that evening. I explained this was the first time we had been told about her need for these documents and asked whether I needed to try to reach my office manager at home since our office was closed for the XX/XX/XXXX holiday and not reopen on Monday, XX/XX/XXXX. The agent said she would check and call us back immediately if I needed to call my office manager to get this information to her that evening. She also stated she would send us the corrected estimate ( removing the appraisal fee from the estimate ) that evening as soon we were able to authorize our electronic signature requests. As soon as concluded our call, I was able to use the email to authorize my electronic signature, but the email did not contain anywhere to enter my husband 's SSN to authorize his electronic signature. I immediately called back and also emailed the agent notifying her of this issue and asked her to call me back. Although I continued to call and email the agent, leave messages with her supervisors and others, I did not receive any further communications from anyone until the evening of XX/XX/20. 

On XX/XX/20, at approximately XXXX XXXX, I received an email containing a closing cost estimate, but this estimate still did not have the appraisal fee removed AND it increased the points from .79 to .99. I emailed and left messages for the agent, her supervisor and others on this issue and asked whether they needed other information from me and how to deal with the electronic s/s issue. 

On XX/XX/20, the agent called and again explained they were having " technology issues '' and had no access to voice mails or emails. The agent said she was working on correcting the estimate and would get the information to by XXXX XXXX  EST. After XXXX XXXX  EST, the agent called back and said she could not issue the promised closing cost estimate with the .79 points and no appraisal fee, because I was " too late ''. I asked to speak to her supervisor ( XXXX XXXX ). XXXX XXXX again confirmed all had been experiencing technology issues, having no or very limited access to emails and voice mails. He also said if it was his decision, they would issue have issued the promised closing cost estimate with the .79 points and no appraisal fee, but the " pricing team '' would not do so. I then asked to speak to the " decision maker '' and was told his supervisor, XXXX XXXX, would call me. I have left messages with XXXX XXXX and have not heard from him. 

I have copies of the emails between myself and Mr. Cooper and their agents, but also believe that Mr. Cooper has the same information. If not, I can share the information, but do want this published as some of the information has personal information.

Company response to consumer: Closed with explanation