Consumer complaint received 2021-12-29
Company: Mr. Cooper Group Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started to refinance in XXXX from Mr Cooper former Nationstar and I singed disclosure on XX/XX/XXXX. Loan officer XXXX XXXX said I was approved on XX/XX/XXXX. Then processor XXXX XXXX took over and started to request the bank statements, mortgage statements and insurance declaration and HOA statements all over again and I provided them again. Then she requested many other items one by one without end. I sent numerous emails and made phone calls and she never responded. 

So I complained to XXXX her supervisor and requested to provide list of items she needs all at once. She still did not do that. I continued to provide what she requested for 2 months and she often required what I provided again. XXXX XXXX said if I pay off my credit debt, XXXX will set up closing on XX/XX/XXXX. I did and sent receipt. Then XXXX came up with another issue of XXXX Interpretation business which I never did. I explained. Then she said my XXXX XXXX XXXX is delinquent and I renewed. After all I provided everything they requested and it was Mr Cooper which took time, they said they can not close the loan. 

Then I told them I would report to CFPB and FTC if they do not close the loan. Then XXXX XXXX sent email and said they would reinstate if I provide XXXX statements for my two properties. XXXX XXXX XXXX XXXX XXXX WA and XXXX XXXX XXXX XXXX WA properties. I still do not know why they requested XXXX statements again although I already provided XXXX and XXXX statements. I provided XXXX statement as soon as I started the loan. I provided XXXX statements on XXXX. 

But they sent online decline on XXXX after I did everything they requested for 4 months. They checked the reason the company declined was due to my credit. The credit was checked on XX/XX/XXXX and my mid credit score was XXXX. XXXX XXXX knew my credit from the beginning and started to do the loan and more than once he said my loan was approved. I also refinanced 3 other properties recently. So this can not be the reason. If it had, he should have declined on XX/XX/XXXX and he should have not wasted my time and employees of the company time. This is truly unacceptable business practice. For 4 months I worked so hard to provided items over and over again. There are all email trails that show how poor, inefficient and careless their services were and how they neglect and ignore their customers. 

As a realtor and an investor, I did many loans and helped my numerous clients in getting loans and I also refinanced 3 other loans recently but have never experienced such poor business practice as Mr Cooper does. It feels like they are playing with customers. I googled and found complaints from many other customers and some said Mr Cooper was the worst company they had. I feel and think something must be done to stop such unfair and bad and poor business practice so that other people do not go through what I and other clients did.

Some companies are too big and they don't care and I think Mr Cooper is one of them.

Company response to consumer: Closed with explanation