Consumer complaint received 2025-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
In XXXX of XXXX, I had my first home up for sale and was in the process of buying another. In XXXX I received a random call from XXXX XXXX from XXXX XXXX XXXX. XXXX told me he could match or get me a better loan than what XXXX XXXX was currently offering me at the time which was 1 % down, no PMI, a better interest rate and would only be charged a total of {$1000.00} for lender fees. 
On XX/XX/XXXX I received a closing disclosure from XXXX. I messaged him explaining that the disclosure had PMI and and an additional fee of {$2500.00} in addition to the {$1000.00} and it also had a {$99.00} fee for a first time homebuyers course and this was my 2nd home. 
XXXX proceeded to tell me that XXXXXXXX XXXX was requiring me to put down 3 % and charging me a higher interest rate, which was not true. He somehow pulled a different disclosure from XXXX before they sent me a final one but he knew all of that from the beginning. I sent him the disclosure from XXXX with what they were offering me. XXXX then told me that XXXX XXXX was lying to me and I was not to worry as it was not the final disclosure and he was going to fix it and send me another one. 
When it didnt change, XXXX then told me that in order to get the PMI removed, he would now have to bump the rate up and my cash to close would go up. He told me not to worry as I could refinance in 6 to 12 months and then do the lender paid PMI. I asked him if I refinanced if it would cost me to do so and he told me all I would have to pay for was a new appraisal possibly. 
XXXX then proceeded to tell me that if we could get the sellers of the home to do sellers assistance of {$5000.00}, he could make the loan better. And we should offer the sellers {$1000.00} to accept the deal. I told him I only wanted to do that if absolutely necessary. XXXX then took it upon himself to call my Realtor and he sealed the deal without discussing it any further with me. 
On XX/XX/XXXX, I sent XXXX a message that I was upset because nothing was what he said it was going to be. I told him I was not to have PMI, I wasnt understanding what he did with the sellers assistance and what he was offering me in the loan was nothing as we had discussed. I explained I needed to keep my payment at around {$1500.00} and now it was showing on the new disclose that my cask to close was {$16000.00} instead of {$9000.00}. XXXX sent me another message telling that even with the PMI, I was getting a better deal but the disclosure was saying something else. I then noticed on the disclosure that the PMI jumped from {$160.00} to {$210.00} a month. I totally just broke down at this point as I am a XXXX XXXX and am raising my grandson. XXXX proceeded to tell me that none of this was his fault and that the issue was the property taxes. They have not changed since I bought the house a year ago. 
XX/XX/XXXX, I received a message from XXXX that if I didnt like the loan he was offering to me, that hes sure XXXX XXXX would be happy to have me back. That was the very last communication I had with XXXX. At that point, everything was handed over to XXXX supervisor, XXXX XXXX. 
My settlement date was scheduled for XX/XX/XXXX. On XX/XX/XXXX, my Realtor, XXXX XXXX called me and told me I had to sign the new disclosure. I said what new disclosure? XXXX explained that XXXX redid the entire loan and I needed to sign it or I wasnt going to get the house. I told XXXX that I never received a new disclosure. XXXX said he received it and would email it over to me. I opened it and had a major meltdown. The new disclosure removed all lender credits and only used the sellers credits, my PMI was {$210.00}, my closing costs were {$16000.00}. And I was now in a XXXX but down and my first year payment was {$1700.00}, 2nd year was supposed to be {$1800.00} a month and the 3rd year would be {$2000.00} a month. I called XXXX and I was crying hysterically asking him to explain what was going on and why I was getting a final disclosure the day before settlement. XXXX told me that XXXX XXXX XXXX had to take away the Lenders credits because they were now using sellers credits so the {$1000.00} that I was supposed to pay was no longer going to apply. I begged and pleaded with him in tears to not do what he was doing. He told me I could take it or leave it. 
I then immediately called my Realtor and he told me if I didnt sign it, he would be more than happy to help me find another home. XXXX XXXX is with XXXX XXXX XXXX. I asked XXXX if he could please ask the seller to wait for a few days so I could get another loan. He told me that the seller denied this request only to find out later that they never even asked the seller to wait a few days. 
I found out later that XXXX did not want to wait because he wanted the sale of the home to be completed for XXXX and that was the last business day in XXXX. I went to settlement and signed the papers as I had already sold my home and would not have had anywhere to go with my grandson who is in XXXX XXXX XXXX. 
I also tried to choose another settlement company but XXXX wanted me to go with the one he chose. When I called XXXX XXXX, I found out the following day that XXXX called them on his own and cancelled them without my knowledge. XXXX contacted me and told me XXXX cancelled with them. He then told me he was going to talk to the original settlement company to give me a discount. 
I have been in the home now for 1 year and a friend of mine recently told me that this was a situation of predatory lending which I had never heard of. On XXXX. XXXX, my mortgage payment jumped from {$1700.00} a month to {$1900.00} and I was told by the mortgage holder ( Mr Cooper ) it was due to not enough funds in escrow. My escrow payment is {$650.00} a month but my taxes are still {$3200.00} a year and my homeowners insurance is {$98.00} a month. 
XXXX XXXX XXXX also used my sons social security XXXX income as my income as I am his designated payee. I specifically asked them not to use his income as he was not going to be living with me at the new home but found out later they used it to qualify me. 
My net bi-weekly pay is {$1900.00} and {$1900.00} is going to my mortgage payment. I am devastated, to say the least. I cried for 3 months after all of this and had a major meltdown. I have been trying to refinance this loan but the cost to do so is about {$16000.00}, as that is what I have been told and the payment doesnt even change by that much. I would be deceased before I would ever break even as I am XXXX XXXX XXXX. I do not know what to do at this point and I dont want to lose my home. 
I apologize if I did not fill this form out correctly but I know I can only submit it once. 
I also tried to do a refinance through FHA and a program through PHFA. None of it is helping. 
I hope whoever reads this can please help me in some way, I would be so grateful. 
I have all the emails, text messages, all correspondence and documents from everyone involved if need be for proof. 
Thank you in advance, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Pa XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation