Consumer complaint received 2023-08-29
Company: Mr. Cooper Group Inc.
State: KS
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage
Sub-issue: Delays with the closing process

Complaint:
Timeline ( in the perspective of the buyer for a VA Assumption Loan ) : XXXX XX/XX/XXXX : Buyer and Seller Signed Contract for XXXX XXXX XXXX XXXX 
XXXX XX/XX/XXXX : Provided signed contract to bad email XXXX. I then sent it to the correct email at XXXX. No receipt confirmation or auto-reply was provided. 
-Note the confusion of the email was due to a missing period. I attempted to find the correct email via the Mr. Cooper website ; however, it is not listed. I tried to contact them via the phone number listed on website; however, I was unable to reach a real person as I was not a current customer. I then contacted the VA Loan department where they attempted to talk me in to a new loan at current interest rates. Eventually I was transferred to the current loan officer who provided the correct email address. They were resistant to provide any help ( to include the email ) as I was not the seller. 
XXXX XX/XX/XXXX : Earnest money paid by Buyer. 
XXXX XX/XX/XXXX : Unable to reach Mr. Cooper via numbers listed online. Reached out via XXXX  and received Executive Phone number ( XXXX ). Provided by associate XXXX. 
- Directed to have seller reach back to Mr. Cooper again for instructions. 
XXXX XX/XX/XXXX : Seller sends Mr. Cooper email with Certificate of Eligibility ( COE ) to wrong address ( XXXX ). I received a copy of the email and informed the seller of the issue. 
XXXX XX/XX/XXXX : Buyers agent sent contract to XXXX XXXX XX/XX/XXXX : I called the escalation team/social media team and spoke with XXXX. I expressed concerns that the seller is having difficulty reaching the appropriate office for assumptions. I forwarded the email with the sellers COE and via email I was told she would reach out to the assumptions team to push the information along direct to the seller. 
XXXX XX/XX/XXXX : Seller Receives VA Loan Instructional Packet and VA Loan documents XXXX XX/XX/XXXX : Buyer receives VA Loan Instructional Packet and VA Loan documents from seller. 
XXXX XX/XX/XXXX : Received Assumption Packet from Sellers Agent ( partially filled out by seller ) XXXX XX/XX/XXXX : sent VA loan packet information to XXXX. This was required per the instructions provided by Mr. Cooper ; however, buyer later found out this was outdated instructions. 
XXXX XX/XX/XXXX : House inspection performed on XXXX XXXX XXXX XXXX 
XXXX XX/XX/XXXX : Created VA.GOV case due to no response on VA Loan Packet Submission XXXX XX/XX/XXXX : Received follow up from VA.GOV Case submitted due to no response from VA Loan packet submitted to XXXX email. Turns out the instructions provided by Mr. Cooper were outdated. 
XXXX XX/XX/XXXX : Forwarded all attachments in the VA loan packet to the XXXX email and social media email. No response from either email. 

XXXX XX/XX/XXXX : Called Mr. Cooper Executive line and spoke with XXXX XXXX. He was incredibly dismissive and WOULD NOT confirm receipt of the sensitive financial information that I emailed ( VA Loan packet ). All others on email cc received email. 
XXXX XX/XX/XXXX : Inspection report receivedno concerns. 
XXXX XX/XX/XXXX : Sellers sent documents to Mr. Cooper for review. 
XXXX XX/XX/XXXX : Received email from XXXX XXXX ( sellers agent ) requesting SSN/Drivers License and contact information for buyer. 
XXXX XX/XX/XXXX : Additional information requested by Mr. Cooper Research team returned by buyer direct to Mr. Cooper Assumptions Research team. 
XXXX XX/XX/XXXX : XXXX XXXX called Mr. Cooper to confirm receipt of documents ; however, they would only confirm they received an email, the seller had to confirm personally the specific documents they received. 
XXXX XX/XX/XXXX : Sent VA Loan Packet Information to XXXX and social XXXX AGAIN. Called executive line AGAIN and spoke with XXXX XXXX AGAIN. This time he was more receptive to validating the receipt of my sensitive financial information and confirmed receipt of the XXXX XX/XX/XXXX email ; however, said there was no record of receipt of the XXXX XXXX email despite others ccd receiving it - XXXX XXXX confirmed that the information would be sent by him to the assumptions research team. 
XXXX XX/XX/XXXX : notified by sellers agent that Assuming Party Questionairre was missing. 
XXXX XX/XX/XXXX : Returned Assuming Party Questionairre to Buyers agent and it was returned to sellers agent. Seller also returned a third party authorization form allowing Mr. Cooper to speak with buyers regarding assumption. 
XXXX XX/XX/XXXX : Buyer contacted by Buyers Agent that the Sellers Agent said Mr. Cooper was still missing some document, but there were no specifics available. 
XXXX XX/XX/XXXX : Buyer calls Mr. Cooper executive line and asks for specifics to XXXX. XXXX said she would provide required information. No response received. 
XXXX XX/XX/XXXX : Buyer emails XXXX with current contact information provided and asking for specifics. No specifics received until AFTER fall up call on the XXXX. 
XXXX XX/XX/XXXX : Buyer calls Mr. Cooper executive line and asks for specifics again. This time XXXX can view the missing info and it is the Assuming Party Questionairre which was sent on XXXX XX/XX/XXXX. 
XXXX XX/XX/XXXX : Buyer resends Assuming party questionnaire to XXXX and XXXX requesting confirmation of receipt. Buyer also requested third party resources to complete this process. 
XXXX XX/XX/XXXX : Social Media ( XXXX ) confirmed receipt and said there is 3rd party resources and she would provide them. Note that I have been asking for assistance from a third party verbally since the beginning of this process. 
XXXX XX/XX/XXXX : Sent XXXX and XXXX email reminding them of the 45 day requirement to approve or disapprove the assumption and again asking for third party resources. 
XXXX XX/XX/XXXX : Submitted complaint to CFPB XXXX XX/XX/XXXX : Emailed XXXX and XXXX inquiring need for bank statements, Tax Returns, or other documents. 
XXXX XX/XX/XXXX : Received call from XXXX XXXX, Loan Officer for Mr. Cooper. He went through the loan application with me, verified income, employment, etc info. He asked for Tax Returns for 2 years, one months of mortgage statements, and 2 months of bank statements showing proof of funds. Closing is expected to be XXXX. When asked about timeline he said the 45 days will not start until he receives these documents. He expects 2 weeks to receive contingent approval and XXXX additional weeks for underwriting. Closing is expected Late XXXX to mid XXXX. 
- I was supposed to receive a follow up email with the requested documents ; however, I did not. 
XXXX XX/XX/XXXX : Returned required document to XXXX and XXXX XXXX XX/XX/XXXX : received email from XXXX XXXX, XXXX, Loan Officer, requesting documents. 
XXXX XX/XX/XXXX : I returned all requested documents via 4 emails due to size of attachments. XXXX XXXX confirmed receipt. 
XXXX XX/XX/XXXX : Informed via email by XXXX XXXX that he completed his portion and it is now at XXXX XXXX who will work with the VA underwriters. She is supposed to get us our contingent approval as well. 
XXXX XX/XX/XXXX : Received mail via USPS that original CFPB complaint was removed due to fraud concern. 
XXXX XX/XX/XXXX : Confirmed with CFPB that new complaint must be submitted.

Company response to consumer: Closed with explanation