Consumer complaint received 2024-01-31
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Mr. Cooper Group Inc. (PA)

My home 's mortgage and title has been listed with joint tenancy since its purchase in XXXX, with my own name and that of my ex 's as the owners. In the spring of XXXX, I had begun the process of a name change/mortgage assumption with XXXX XXXX , in order to remove the name of my ex from the title and mortgage so that only I would be the owner of the property and responsible for the mortgage. I was approved with XXXX XXXX, and was just waiting on a closing date, when in XX/XX/XXXX, my home mortgage was acquired by Mr. Cooper from XXXX XXXX. This disrupted the whole process, and there was nothing I could do about this to finish my mortgage assumption with XXXX XXXX. 

XXXX XXXX said they would send all of my documentation to Mr. Cooper, and that the process would need to be restarted with them. While XXXX XXXX took 60 days to process my application, Mr. Cooper told me it would take up to 6 months for them to do so. From that point on, I called every few weeks in to the mortgage assumptions department to make sure that all of my documents were in order with Mr. Cooper to keep the process going as quickly as possible. All I was told each time was that " my application is being processed, and we'll be in touch. '' In XXXX of XXXX, on one of my routine check-up calls, I was told by Mr. Cooper that no application had ever been on file, and I'd have to start from scratch without the XXXX XXXX documents ( that they claimed to not have ). This was the same month that I learned that Mr. Cooper had a data breach, and that my personal information has likely been compromised, but that is entirely another matter that only added to my distrust of the company. 

I asked for a hardcopy application to be mailed to me at my address, as I was having trouble receiving it by email from them ( they would say that they sent it, and I would never receive it ). They mailed the application repeatedly to my ex 's address, despite my trying to correct them. My ex tried to help the situation by submitting the application himself, but Mr. Cooper continued to deny the application for no apparent reason that they could provide me. 

I called customer service, and was told that my application was being denied because it is actually " impossible '' for me to do a mortgage assumption with Mr. Cooper, because my name is already on the mortgage. Which made no sense, but they then tried to push me into refinancing instead. I refused, as this would be much more expensive for me and would put more money into the bank 's pocket. I reached someone else in the company, who agreed to help me get preliminary information on how much it would cost to have a mortgage assumption ( and he confirmed that it was possible, after all ). Despite this representative being responsive at first, it has been two weeks now of no response, after being told he would get back to me in a couple days with information. I have called every other day with no response, as well as attempting to reach the vice president of processing, with no response. 

I have been as kind and diligent in this process as possible, and I only wish to remove my ex 's name so that we may both move on with our lives. I do not know who else to turn to, and I hope the CFPB can take some action to help me, or to make Mr. Cooper accountable for their ( in ) actions. Thank you for your time.