Consumer complaint received 2019-12-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
XX/XX/XXXX i was contacted by XXXX XXXX who works for a company called " Mr. Cooper ''. He asked if i wanted to refinance and at first i said i was not interested but he stated it wouldn't take much time and could be beneficial in the end. I told him many times that if it cost me any money out of pocket that I did not want to proceed or refinance at all as i was happy with my monthly payments. XXXX ran the numbers and stated it would not come at any cost to me and that i would go from {$1300.00} to around {$1200.00} a month for my payment which included my insurances. About 2 days later I received a call from XXXX XXXX, another agent from Mr. Cooper who was to send me my documents to docu sign. She introduced herself and then stated she would send me some documents and we would continue from there. about 3 to 4 days later she called again introducing herself again and stating the same information about sending me documents to sign to which i responded that we had already had this conversation and that I was waiting for these documents to come. Another week went by and still no documents had been sent. I made a complaint to XXXX XXXX about XXXX not answering my calls nor sending me the documents she said she would send and during this time i kept asking if we would close in time. They promised that we would close in XX/XX/XXXX so that i wouldn't have to make my XX/XX/XXXX payment which i was looking forward to due to the holidays. Around XX/XX/XXXX I was informed that the notary was to come and I asked on a recorded line to XXXX XXXX if they were absolutely sure i would not have to make my XXXX payment and she said i would not have to. I then called XXXX XXXX to confirm that i would not have to make that payment which he also confirmed on a recorded line that i did not have to. XX/XX/XXXX the notary was supposed to arrive and we were to sign the final documents to close.The notary called and confirmed the signing date on XX/XX/XXXX and asked if I needed to pay anything to close. I responded that I should not need to pay anything to close and that i was never informed that i owed anything. At that point i began to panic and called XXXX XXXX who did not answer his phone. I called his manager who also did not answer to which i called her manager and finally got through. I was told by the notary and then by XXXX ( the manager of XXXX 's Manager ) that i owed {$2600.00} to close to which i was shocked. I told XXXX that had i known i would have never refinanced. At this point I spent my mortgage on an anniversary trip out of the U.S. which was on XX/XX/XXXX because i was told i didn't have to pay my mortgage. XXXX then decided to " up '' the loan amount to cover the expenses. At this point i felt i had no option but to go through with it because i couldn't afford to pay my mortgage. I got in contact with XXXX XXXX and asked what had happened. Apparently my mortgage company didn't pay my flood insurance and was withholding the money in XX/XX/XXXX due to a bad " fax number ''. I had to mitigate the calls and call both the flood insurance and Mr. Cooper to get them to exchange information in order to get my flood insurance fixed.This apparently resulted in my agents not noticing that there was a missing payment when they calculated my refinance. However they said i owed {$1300.00} for the entire year that i had not been paying the difference in the mortgage. None of this made sense to me and i fail to see how its my responsibility to maintain who individually gets paid out of escrow. The payments from escrow had stopped in XX/XX/XXXX which was the month i began refinancing but aside from that it had been paid since i bought the house last XX/XX/XXXX. so for them to say it had never been paid and that i should have been paying more still doesn't make sense to me. These extra costs along with the refinance took me from {$180000.00} owed to principal to {$190000.00} which is more that i purchased the home for last year which was {$190000.00}. I'm entirely upset with this conclusion, i feel i was mislead and had to wait almost two months to refinance just to find out from the notary that i owed money. Literally the day before signing and after i had been told everything was good. We had to reschedule the notary and i still ended up paying about {$280.00} to close. All conversations are on a recorded line and I recently asked for those recording to have exact dates in which the events took place but due to company policy i could not access them and they would not provide me with them. The refinance was supposed to be done in XX/XX/XXXX but didn't finish until early to mid XX/XX/XXXX. I'm at my wits end and they just keep telling me that because i don't have to pay XX/XX/XXXX that i should put that mortgage straight into the loan as a solution. I don't feel this was fair in any way and had i known id have to pay anything id have not done this. I would have rather paid the escrow amount that i supposedly owed due to their mess up and let the mortgage go up to {$1300.00} than refinance and put more money onto the cost of the home. In the end my issue is that I was notified of something by someone other that my agents about something i couldn't afford while under the impression that i owed nothing. There was absolutely no way out of it and I had to go through with it in the end.

Company response to consumer: Closed with explanation