Consumer complaint received 2021-04-27
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Time Line of Issues with XXXX XXXX XXXX XXXX CA XXXX Purchased the house, in XX/XX/XXXX, the house was Titled 3 Bedroom 2 baths. I immediately brought it up to both Realtors, as well as XXXX XXXX, that the house was not as described on Listing nor title. 

Was told by all that it would be corrected in escrow, to reflect 1 Bedroom 1 bathrooms. 

This up to the day of turning keys over to Mr. Cooper, was never completed. XX/XX/XXXX. 

Upon moving in, I went to Property tax office in XXXX, CA, to follow up, and was told, and inspector would come to the house to verify, for Property tax assessment, and changes to ttle. Never happened, instead, XXXX XXXX County building and safety showed up, stating that a report had been filed that someone was living in the garage. 

The garage as we thought was the detached garage, away from the main structure. What we found out that the house was originally built with a two car garage under the house, and had never been permitted, for Bedrooms. We were given notice, of impending fine, if not permitted legally, as well as having illegal storage sheds on property unpermitted, and Patio Cover unpermitted. 

I immediately went to XXXX XXXX county Building and safety, to inquire what had to be done, and why was this property sold, without knowledge given to us, about permit issues. 

Was told I had to submit plans, and pay fees for permits, to legalize the bedrooms, including tearing out a portion of the walls, and ceiling so inspector could see if insulation and wiring were to code. This unfortunately, opened a huge bucket of worms. 

I paid for drawings, permits, and each time I returned to XXXX Building and safety, they had yet another hurdle to jump. The Septic system was not permitted, correctly, the HVAC system, was not installed properly, and the washroom, was illegal, to fire code. I paid out several thousands of dollars trying to get drawings, permits and construction, in order to stay, but the costs were elevating so high, I could no longer afford to try. 

I approached XXXX XXXX on advice, and was told to file a Deed in lieu of foreclosure to be able to move out and maintain my VA eligibility. I started with filing all the paperwork, through ( Mr. Cooper ), via, XXXX, and XXXX XXXX, as well as many others, whom never at any given time was I told that I would lose my VA eligibility, due to a Claim being made by ( Mr. Cooper ), against VA. 

Weeks, and months went by only to tell that waiting was part of the process. Then XXXX XXXX, became involved, and trying to get in contact with him, was impossible. At no given time to include present was I ever given any paperwork, releasing me from the home, nor did settlement, showing ( Mr. Cooper ) make a claim against my VA eligibility. 

We vacated the property in immaculate condition, even getting {$1500.00} from ( Mr. Cooper ), for the home being in such excellent shape. Not including the improvements, permits, and upkeep, we had put into the property, with adds up to thousands of dollars, and enabled ( Mr. Cooper ), to have no issues selling the home, after it was listed. But even with it being listed, I was never given paperwork, relinquishing my responsibility of such property.

The VA appraiser, took the word in his own appraisal, from the Sellers Agent, that all the painting, floors, and improvements, had been done within the last year. So untrue, I located the Builder of the Patio cover, he stated, that he built the cover without a permit, as well as the septic system, same. The plumber whom did a lot of the work, in the house was prepared to go to court with me, then all of a sudden he dropped all help, and refused to talk with me when the previous owner contacted him. 

The appraiser put a second bedroom could be added for a nominal fee of around {$5000.00} in the appraisal, not once stating the property he as appraising wasnt as titled nor as per description in listing.

He also gave credit for two illegal unpermitted rotted out storage buildings. VA Appraisers are there to help protect the veteran. He was also a Real-estate salesman, another red flag. 

After having the property surveyed, I also found out the fencing and water culvert is on the neighboring property. Even more money, and trouble to get corrected. 

After months of banging my head against the wall in this process, did I find that they had sold the house for more than owed, and yet I am being told he made a claim against my eligibility for {$44000.00}? Why was that required to be paid back to VA? I didnt discover any of this until I tried to refinance my current home, through VA. 

XXXX XXXX, VA informed me I had no eligibility, due to this claim. 
XXXX XXXX, also stated, that my eligibility was no longer. 
XXXX XXXX, for XXXX XXXX started helping me, then dropped it like a ton of bricks. 
XXXX XXXX ( Mr. Cooper ), whom has not spoken with me since XX/XX/XXXX, even insured me that all was well, and no issues, with DIL, and I would receive full documentation, of such. Never happened. 

I only found out they had sold house, because I had been watching relator.com. 

I am filing this with hopes that I can be guided, into getting my entitlement, back. I served 24 years of my life for that. Too many red flags, were raised for myself the XXXX to be done this way. 

I have numerous emails, texts, and photo 's if needed. Some files exceeed the 10Mb so I can not load. 

I also feel I should be given copies of all paperwork, including but limited too settlement.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation