Consumer complaint received 2021-03-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: MA

Complaint narrative:
On XX/XX/XXXX we called in to Mr.Copper customer care to follow up with our payments for the following month and one of their employees XXXX XXXX talked us into refinancing. We agreed to refinance and immediately she forwarded us an email with a link to start with the process. Later in the process, we were introduced to our mortgage refinance officer by the name of XXXX XXXX. He initiated rapport via phone call and promised that thats how we shall be communicating moving forward throughout the whole process inclusive of emails. He promised that he would be calling us on a week-to-week basis to give us an update on how far we are moving on with the process. He also stated that due to the pandemic they may be afew delays but we shall be closing by XXXX Later along the way into XXXX right before the holiday season, he called and said closing has been moved to sometime beginning of XXXX due to the busy holiday season. I asked him should we keep making payments and he advised yes. We continued to make our own time payments. Along the way communication was completely cut off. It was hard for us to get hold of the loan officer via phone call or even email as he wouldnt respond at all. I called customer care and he told me that he will get in touch. When he called me back he told me the delay was due to our title deed. Due to the fact that primary applicant on loan which was secured in XX/XX/XXXX got married XX/XX/XXXX. Therefore we had mentioned all these details and requested that refinance paperwork and deed should reflect new marital name. All required documentation for name change was forwarded inclusive of social security and marriage certificate. This loan officer later told us finally deed is out with all proper names and we shall be closing XX/XX/XXXX. 

As always thats the last we heard from him and he went dead silent. XX/XX/XXXX came and there was no communication. As always we took the initiative to call the company and follow up on whats causing delay with our closing and the whole process. No one would give us a clear answer instead they would forward our call to multiple people who kept playing cat and mouse games and the final person told me the refinance department is a whole XXXX XXXX, there is nothing they can do for me as customer care. After staying on phone for 49 minutes on XX/XX/XXXX I went ahead and sent out an email to XXXX XXXX and XXXX XXXX and still got no response. 

On XX/XX/XXXX we called in to Mr.Copper customer care to follow up with our payments for the following month and one of their employees XXXX XXXX talked us into refinancing. We agreed to refinance and immediately she forwarded us an email with a link to start with the process. Later in the process, we were introduced to our mortgage refinance officer by the names of XXXX XXXX. He initiated rapport via phone call and promised that thats how we shall be communicating moving forward through out the whole process inclusive of emails. He promised that he would be calling us on a week to week basis to give us an update on how far we are moving on with the process. He also stated that due to the pandemic they may be afew delays but we shall be closing by XXXX Later along the way into XXXX right before the holiday season, he called and said closing has been moved to sometime beginning of XXXX due to the busy holiday season. I asked him should we keep making payments and he advised yes. We continued to make our own time payments. Along the way communication was completely cut off. It was hard for us to get hold of the loan officer via phone call or even email as he wouldnt respond at all. I called customer care and he told me that he will get in touch. When he called me back he told me the delay was due to our title deed. Due to the fact that primary applicant on loan which was secured in XX/XX/XXXX got married XX/XX/XXXX. Therefore we had mentioned all these details and requested that refinance paperwork and deed should reflect new marital name. All required documentation for name change was forwarded inclusive of social security and marriage certificate. This loan officer later told us finally deed is out with all proper names and we shall be closing XX/XX/XXXX. 

As always thats the last we heard from him and he went dead silent. XX/XX/XXXX came and there was no communication. As always we took the initiative to call the company and follow up on whats causing delay with our closing and the whole process. No one would give us a clear answer instead they would forward our call to multiple people who kept playing cat and mouse games and the final person told me the refinance department is a whole XXXX XXXX, there is nothing they can do for me as customer care. After staying on phone for 49 minutes on XX/XX/XXXX I went ahead and sent out an email to XXXX XXXX and XXXX XXXX and still got no response.The company has resorted to not responding and our phone call and as soon they here about us when some picks up they hung up.This Is a deliberate effect to keeps has hostage as rate lock expires so that they can push a higher interest rate

Company response to consumer: Closed with explanation