Consumer complaint received 2022-11-28
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX Re : Unfair and Deceptive Acts and Practices from Mr. Cooper during the Refinance of my home on XXXX XXXX XXXX XXXX XXXX XXXX. 

Mr. Coopers business practices during the refinance of my property at XXXX XXXX XXXX XXXX, XXXX  are unfair, deceptive, and abusive. Dodd-Frank prohibits unfair, deceptive, or abusive practices in mortgage transactions. Unfair and Deceptive Acts and Practices occurred during the course of procedures when I refinanced my property. l continued to receive deceptive treatment after l signed mortgage documents. I continued to communicate via email message to Mr. Cooper personnel. They never addressed the facts below : During the processing of my loan I communicated the facts related to the manner in which Mr.Cooper personnel. As an example, my social security number was provided in error to an unknown company during a process called XXXX XXXX I was made aware of this breach after the Mr. Cooper representative called the wrong company and provided my social security number. I informed the individual ( during the call ). I informed my XXXX  XXXX during the loan refinance process and asked again in XXXX. The loan XXXX ( XXXX XXXX XXXX stated that she would get back to me. I have never been provided a remedy from Mr. Cooper regarding this breach of my social security number. 
According to the Ohio Consumer Sales Practices Act or ( CSPA ) consumers are protected from a suppliers deceptive practices in a consumer transaction. In XXXX, the law was amended to broaden the scope of the CSPA to include protections for home buyers, including abusive lending practices by loan officers, mortgage brokers, and non-bank lenders. Under the law, these businesses are prohibited from engaging in any unfair, deceptive, or unconscionable acts or practices. These new consumer protections allow homebuyers the same rights and remedies under the CSPA as other consumers in non-real estate transactions.The Homebuyer Protection Act created a new list of unconscionable acts or practices that apply solely to consumer transactions in connection with residential mortgages. Included are certain bright-line prohibitions, including : Compensating, coercing, or instructing an appraiser in order to influence the appraised values Taking advantage of the consumers known physical or mental infirmities or illiteracy The Act also specified certain specific mortgage broker and lender duties. Among them include : Mortgage broker shall safeguard and account for any money handled for the borrower Follow reasonable and lawful instructions from the borrower Act with reasonable skill, care, and diligence in connection with originating any residential mortgage loan Act in good faith and fair dealing in connection with brokering or originating a mortgage loan Make reasonable efforts to secure a mortgage loan, from lenders with whom they regularly do business, with rates, charges, and repayment terms that are advantageous to the borrower Prohibits a lender from engaging in any transaction, practice or course of business which is not in good faith or fair dealing, or is fraudulent in the making, purchasing, or selling of a residential mortgage loan Prohibits a lender from recommending or encouraging that you default on an existing mortgage or revolving credit loan agreement.

Those that violate the CSPA can be criminally charged, or face enforcement through the Ohio Department of Commerce or the XXXX XXXXXXXX XXXX XXXX. 


During the processing of my loan I communicated the facts related to the disposition to Mr.Cooper personnel. None of my concerns were addressed. As an example, the disposition and appraisal report was lower than expected and resulted in me needing to bring more funds to the closing. According to the Dodd Frank Act, Subtitle F : Appraisal Activities Subtitle F requires creditors to get a written appraisal of the property before extending a higher-risk mortgage to a borrower. See 12 U.S.C. 1639h ( Dodd-Frank Act 1471 ). The appraisal must be done at the expense of the creditor, and can not violate appraisal independence by inappropriate influence or compensation between the creditor and appraiser. See id. ( Dodd-Frank Act 147172 ). Subtitle F also provides for annual reports from the Appraisal Subcommittee of the Bureau of Consumer Financial Protection, and regulations to supervise the quality of appraisals, qualifications of appraisal companies, fees, and reporting. See 12 U.S.C. 3341 ( XXXX Act 1473 ). In addition, the Government Accountability Office ( GAO ) is to conduct a study on various appraisal methods, valuation models and the impact on the home valuation code of conduct and the appraisal subcommittee. See Dodd-Frank Act at 1476. 


XXXX XXXX consumer are provided protections with properties or residing in predominately XXXX XXXX  neighborhoods : As of XXXX, To assure ongoing coordination, the Board, the FDIC, and the OCC ( collectively, the Federal Banking Agencies or FBAs ) are issuing this policy statement concerning Federal Banking Agency coordination of formal corrective action. The FBAs are issuing this policy statement to promote notification of, and coordination on, formal enforcement actions among the FBAs at the earliest practicable date. Examples of such interests include unsafe or unsound practices or significant violations of law by an insured depository institution, non-bank affiliate, or depository institution holding company or misconduct by an institution-affiliated party that may have significant connections with an institution regulated by another XXXX. Title XIV was implemented in order to provide standards for the level of disclosure required for borrowers.

Company response to consumer: Closed with explanation