Consumer complaint received 2021-03-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
I am currently involved in a refinance with your company with a mortgage from your company. Everything was not perfect from the beginning until we got to the end of this transaction. First none of your employees are good about returning a customer call, especially when I myself was trying to get this issue resolved. 

Your underwriter at that last minute decided he/she had an issue with the appraisal report. I had some water damage from a leak in our upstairs master bathroom that went into the room below. I filed an insurance claim right away to get this taken care of. The restoration company came in and tore up the shower and part of the ceiling in the room below. They dried it out and treated it so that mold will not grow. As we were working with this company, the plumber etc, they had did their job up to that point so that there was no further issues. That was in XXXX. Your company offered in XXXX of doing a refinance at a very good rate, so I agreed to proceed. The appraiser came to my house in beginning of XXXX XXXX a totally different issue to that as he walked in my home and did not remove his shoes and traced red mud on our newly laid carpet, which has yet to come out all the way ). Anyhow, I came down in the later part of XXXX with the COVID virus and was not able to allow others into my home until I got cleared. 

After that some of the workers were on other projects and so, we got pushed back. At the beginning of XXXX I was informed by your processor XXXX XXXX that we would be able to close this loan in early XXXX. Later I got an email saying that your underwriter had an issue with the Appraisal Report. First the Appraiser completed the report As-Is with no issues as he did not see any concerns with the repairs that were to be done. I called to let them know, that I was an Underwriter myself and have been in the Mortgage business for over 40 years and that the issues that the underwriter with Mr Cooper had no foundation to the concern. As for the ceiling, if I did the work myself it would cost about {$300.00}. As for the shower, that is not a concern as it too is in the remodeling process and I have XXXX  other showers that can be used. The appraiser did not state that there was a structural, safety concern when he completed his report. Your company went back to the appraiser and made him change his report to a Subject-To repairs report. Now, according to XXXX. If there was repairs that are needed as part of an insurance claim, its ok to send to XXXX. As I see it, that there is an overzealous underwriter that is holding this loan hostage. As my experience has enlightened me over the years, this should be no issue. I am still in the process with the remodeling as it seems to take longer than I hoped. I have sent the insurance copy check, along with work done and still getting the complete brush off. 

Now, I am really starting to think that you all dont want to offer the rate that was offered at 1.875 % on a 15 year loan. I have called around and have not found a company that will offer this rate. I am very upset with they way this all went down, and the continuous lack of your employees to resolve this concern. I have been with you all over 10 years no have always paid my mortgage on time. I am trying to handle this very civilized, but am not getting the same respect as your employees dont return calls to discuss further. I truly trying not to carry this further, but may have to.

Company response to consumer: Closed with explanation