Consumer complaint received 2024-04-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RE : Mr. Cooper Loan # : XXXX Case # : XXXX CFPB Ref # : XXXX To whom it may concern, We did not know that this loan would end up having a balloon payment when the loan was modified several years ago. Again, we have been on paperless billing for years and I never read the statements, except for the end-of-the-year tax statements. The only other time I logged into my account was to make the monthly payment. When I went to make the XX/XX/year> payment is when I reached out to Mr. Cooper and was explained as to why I couldnt make the regular monthly payment as the loan had matured.

In your response, you stated the below, which is NOT TRUE, we were never provided with the letter that XXXX XXXX  was requesting. I have attached the email correspondence with XXXXXXXX XXXX and subsequent contact with Mr. Cooper. You stated : In the inquiry, you indicated that you were not provided with the requested documentation needed for a refinance that you were approved for with XXXXXXXX XXXX Upon review of the account, on XX/XX/year>, a payoff quote request was received from XXXX XXXX, and a payoff quote was provided that same day. On XX/XX/year>, and XX/XX/year>, e-mails were received from you by our Research Department, which requested a letter stating that the balloon payment could be paid in full. The enclosed letter dated XX/XX/year>, was sent to you, which confirmed that once the full payoff balance was received, that the loan would be paid in full. Therefore, we are unable to substantiate the allegations raised in your inquiry, as the requested documentation was provided. '' Once you read the emails, you will see that the only thing that was provided by Mr. Cooper was a payoff quote, which was not what they were looking for, as they already had that information. This was part of one of the emails. I only copy/pated the specifics to what Mr. Cooper responded to in regards to the letter that XXXXXXXX XXXX needed . Keep in mind that your website was hacked around XX/XX/year> and we didnt have access for a while which also added to the overall delay in getting this resolved. All we want to do is get this taken care of without uprooting our lives. Although I did not want to resort to taking a loan or a withdrawal from my 401k, I did inquire and was told that I can not do either in the State of SC ORP plan so that is not an option for us. 

Fri, XX/XX/year>, XXXX to XXXX, me To whom it may concern, We are at the end of our loan process with Rocket Mortgage. They are asking for a letter from you stating that our balloon payment can be paid in full. I am not sure of the proper wording but possibly a 'payment/payoff extension ' approval letter? We were advised that due to this delay, our refinancing is now in jeopardy and that they need this approval as soon as possible. In case you need this, here is the contact information for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Please advise. Thank you, XXXX XXXX XXXX XXXX & XXXX ; XXXXXXXX XXXX XXXX ; Mon, XX/XX/year>, XXXX to XXXX Please let me know if this can be taken care of today as we are about to lose out on our closing. Thank you XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ; Fri, XX/XX/year>, XXXX to XXXX, me Hello! My name is XXXX. I am reaching out from our vice presidents office here at XXXXXXXX XXXX I am a part of our specialty team. Your file has been reassigned to me as we have noticed your loan application has been in process for an extended period with little movement. Our tenured team steps in to review the potential solutions to move forward! Please reach me at XXXX by phone, or text me at XXXX. Thank you! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Text me at XXXX XXXX  # XXXX XXXX, XXXX & XXXX ; XXXX & gt ; Fri, XX/XX/year>, XXXX to me Thank you for your response! Let me know if you receive anything from XXXX. The challenge we are facing is, when a loan encounters a problem in process, we only have a certain amount of time to resolve the issue, otherwise we become non-compliant. We are at the end of that timer. However, if you receive something soon, we XXXX be able to reel the file back in to keep on track. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX to me Good morning, XXXX XXXX I hope you had a great weekend. I am following up to advise that your loan has been placed in line to be removed from process due to compliance. When an application hits a challenge or roadblock, we have a certain amount of time to resolve the issues. With that said, if you receive the documentation from Mr.Cooper today or tomorrow, let me know and I will see what options we may have. Best case, you are able to obtain sufficient documentation and we can reel the application back in and keep it on track. Second best case, you are able to obtain sufficient documentation and we simply resubmit the loan application, transfer the appraisal and any applicable documents over. Worse case, the documentation is not sufficient, and we are unable to close. Please keep me informed. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Just today, they sent the attached but it's probably not good enough, and I am not sure they even understand what Rocket wants at this point. Anyway, when should I expect to receive the deposit back? Thank you, XXXX XXXX XXXX attachment Scanned by XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to me Hello! Thank you for sending this. You are correct, unfortunately this does not confirm that the maturity date was extended. Regarding the deposit, it is best you contact our Client Relations team at XXXX. I can only refer you to your deposit agreement, which states if the application is denied or withdrawn for any reason, the deposit is refunded minus the actual costs of your appraisal, credit report, and credit monitoringXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation