Consumer complaint received 2025-11-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Mr. Cooper Group Inc.
State: OR

Complaint narrative:
On XX/XX/XXXX we accepted an offer for a couple to assume the loan on our house. We also started the XXXX process  with Mr. Cooper ( www.mrcooper.com ). The buyers promptly sent in all the documents that the mortgage company was requesting as did my husband and I, the sellers on XX/XX/XXXX. We were not receiving information about the status of this process. When we initially spoke with the assumptions dept. they informed us that this process can take XXXX days. Many calls have been made to Mr. Cooper to make sure they have everything they need as to not slow down the proecss. I will add the calls and dates made to Mr. Cooper, the calls received from Mr. Cooper, the emails sent to Mr. Cooper and the emails received from Mr. Cooper. The Buyers have a portal where they can see what steps have been completed. These steps from beginning to end are : XXXX process-showed completed, loan setup review-showed completed, submitted for initial underwriting-showed completed, underwriting conditional approval-showed completed, in underwriting review-showed completed, assumption application approved-showed completed, and the final step documents sent for closing-shows not completed. Since all the steps except closing were completed we ( buyers, both realtors, and us the sellers ) started reaching out every few days to see what is holding this up from going to closing. Multiple calls were made and even attempts to get a supervisor since no one was giving us information. I was finally able to get the loan officers number and email along with the processors email and phone number. Never once was a call back received. A couple emails were received just stating they couldn't close and couldn't give details as to why not. The buyers also tried to get this information and this was not provided. This process could be easier if Mr. Cooper would just communicate properly. My husband and I have been putting down extension money to hold our new home, but it's been hard since Mr. Cooper won't give us a closing date or why we can't close yet. The loan XXXX said the buyers have not been approved yet, however the portal said they were. They were also pre-approved with a different lender. I received an email saying this was back to underwriting, but still no reason as to why. Now with the lack of communication and the buyers getting very discouraged they stated to us the buyers that they will be backing out of the sale if we can not close by XX/XX/XXXX. This would be a massive burden on my family as we would have to cancel the purchase of our new home where we would lose our XXXX money. We have not been given a reason as to why we are not moving along with the assumption process. We just need answers and communication, all of us. Here is a layout of the emails and calls made and received with Mr. Cooper. 
E-mails sent to Mr. Cooper : XX/XX/XXXX, XXXX requested paperwork, XXXX XXXX party authorization form, XXXX assumptions department requesting an update and XXXX XXXX back XXXX XXXX help department and loan XXXX asking for an update, XXXX assumptions research dept for update, XXXX processor and loan XXXX asking for update, XXXX processor again wanting and up or to see what is delaying this, XXXX processor and loan XXXX for update, XXXX for urgent update from loan XXXX and processor, XX/XX/XXXX & XX/XX/XXXX e-mailed the same XXXX people asking for urgent update. 
E-mails received from Mr. Cooper XXXX XXXXXXXX XXXX stated she had no information to share, XXXX asked for papers and we sent them back within the hour, XXXX us the buyers were not approved with no explanation as to why. 
Phone calls made to Mr. Cooper : XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XXXX. These are just the phone calls I made. The buyers and both realtors have been making the same calls with getting no information and no call backs. 
Phone calls received from Mr. Cooper : XX/XX/XXXX and XX/XX/XXXX. The lack of communication has made the buyers hesitant to move forward. Mr. Cooper has horrible communication and it definitely should be this hard.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation