Consumer complaint received 2021-11-30
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I've sent letter to the research dept submitted on XX/XX/XXXX still awaiting a RESOLUTION ON this issue that started in XXXX when I refinanced through Mr Cooper ( Nation Star Mortage ) this was supposed to help the customer it's been nothing but stress & nightmare for me To whom it may concern I'm very disappointed in the refinance dept! My refinance has been nothing but a nightmare & I've nothing but issue after issue & questions & concerns since the start of my refinance in XXXX everything the refi dept told me they weren't gon na do they did & so much more. They took my escrow when I asked it to be transferred into my new loan escrow account. Even explained i didnt want my escrow to be in the negative & now I'm in the ( XXXX ) in my new escrow account & my house payment has increased from XXXX to XXXX due to the ESCROW issues the refinance dept caused me! I learned that they should've & could've offered me a check for my escrow balance in the amount of XXXX & I wasn't given any options. I was told no money out of my pocket title search no appraisal no this no that ( Streamline loan ) & I paid out of pocket for title Co XXXX filled out all my bi-weekly papers before I went on medical leave ( total XXXX XXXX so i could heal without stress! Still on medical leave ) Told all was good skip XXXX payment as im 1 month ahead & pay XXXX in full i did just that I the amount of new house payment XXXX. I call on XX/XX/XXXX asking why did you not take out my XXXX XXXX they say well your not set up & I'm explaining yes i submitted everything in XX/XX/XXXX you said it was all good it was not & they charged me XXXX to take my house payment for XXXX! I have the email & XXXX & email for XXXX XXXX at my work email where I scanned it all in & submitted the XXXX XXXX which still isn't going thru & I call & was told pay XXXX in full XXXX I did that & I filled out XXXX XXXX again and mailed it back I called to assure it was received & yet again they cant set up XXXX XXXX unless i pay another full payment by end of day on XX/XX/XXXX when i just paid a full payment for XXXX on XX/XX/XXXX as i was told so the XXXX XXXX could go in effect. They proceed to tell me they still can't start XXXX weekly then why did you send me another XXXX XXXX form & not do what you said you would! This company is by far the worst the right hand has no idea what the left hand is doing and nobody within knows how to communicate with each other much less communicate with myself the customer everytime i call its always someone new & i get told something different XXXX supervisor ( the refi boss ) couldnt answer my questions oh ill figure this out im confused ill read this ( does he not check his peoples refi papers? ) & ill call you back ( im still waiting ) another supervisor ( wouldnt even talk to me ) instead pushed it off on the customer service lady to tell me they were gon na send the XXXX weekly form & she did but they didnt set it up i was lied to & i even stated how do i.know i can trust you people after all the crazy XXXX your company has done to me & she gave me her name & never got passed the form & phone calls because everyone i talk to oh ill get to the bottom of this heres my # & my email but guess what NOBODY has returned my calls/emails its like they could care less the stress they've caused me! I filled out all my paperwork did what I was told needed I needed to. I did my part & it's time someone with Mr Cooper acknowledges this WHOLE situation created by their refinance dept & takes accountability & I was due a refund of XXXX I never received. I've screenshots emails etc! I've been complaining & calling & emailing since the refinance XXXX & nothing has been done nor resolved. I've friends whom warned me do not refi with Mr Cooper & I had no reason to DISTRUST Mr Cooper at that time. However I now know why my friends warned me. Look at the mess I'm in due to their refi-dept! I've talked to a supervisor in refi-dept & he was even confused with my situation & upset with his staff & he never returned my call as he said he would. I've talked to many customer service representatives whom all stated the refinance dept gets ALOT of COMPLAINTS. I can definitely see why. Ive talked to title Co, escrow dept, escalation dept customer service etc & NOTHING has been done nor resolved. I just want this whole situation resolved. As I'm tired of fighting with this mortgage company that put my escrow in the Negative & I know they heard me loud & clear as when I stated TRANSFER my escrow balance to my new escrow account. I had this happen to a friend & I didn't want it to happen to me I had XXXX in my escrow now its in the XXXX & they did not follow through with my request of transferring my escrow balance into my new loan escrow account as I had asked & getting my XXXX XXXX set up they accomplished nothing correctly with my entire refinance process. I think the refinance department is sketchy & after all other issues ive had past the refinance dept. This XXXX I feel they think that I'll just give up my fight & walk away like the other customers. I wished I would've listened to my friends warning as I wouldn't be so stressed over Mr Coopers refinance dept has put on me! Any questions feel free to contact me. 

Sincerely XXXX

Company response to consumer: Closed with explanation