Consumer complaint received 2025-08-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
I am filing this complaint regarding Mr. Coopers handling of a VA loan assumption. The process has been marred by persistent communication failures, loss of documents, repeated procedural resets, and potential violations of VA guidelines and federal regulations. 

Detailed Issues : 1.Lack of Communication : -Throughout the process, Mr. Cooper has provided little to no direct communication with either the seller or buyer.

-Multiple calls and emails have gone unanswered or received minimal, non-substantive responses.

2.Loss of Documents : -Both the seller and buyer uploaded required documents multiple times due to Mr. Cooper losing previously submitted paperwork.

-These losses caused unnecessary delays and repeated re-submissions.

3.Unclear Status and Process Delays : -At various times, Mr. Cooper was unable to provide accurate status updates or connect us with the assigned loan manager. 

-The process was stalled for reasons such as waiting for the buyer to decide if they want a partnership with the company a matter neither party had been informed of.

4.Erratic and Regressive Status Changes : -The assumption status changed repeatedly as follows : Application Completed Loan Setup Review Submitted for Initial Underwrite Underwriting Conditional Approval In Underwriting Review Pending Assumption Application Approved XX/XX/XXXX further delays until XX/XX/XXXX. 

-After conditional approval, Mr. Cooper reversed the decision, claiming the buyers spouse needed to be added an issue that should have been identified during initial conditional approval. 

-This error reset the process back to step 3 of 10 ( Loan Setup Review ).

5.Potential Non-Compliance : XX/XX/XXXX, marks 45 days from Mr. Coopers receipt of the completed application. This delay potentially places the company in violation of VA Circular 26-23-10 and CFR Title 38, Part 36 governing VA loan assumption timelines.

Detailed Complaint Timeline VA Loan Assumption with Mr. Cooper ( Business Days Count ) XXXX XXXX, XXXX ( Day XXXX Thursday ) Mr. Cooper received the full VA assumption package. 

XXXX XXXX, XXXX ( Day XXXX Thursday ) Called Mr. Cooper for status update ; emailed loan officer asking if they are following VA Circular 26-23-10. Received a call back but no clear answer. 

XXXX XXXX, XXXX ( Day XXXX Thursday ) Contacted loan officer for details. No response. 

XXXX XXXX, XXXX ( Day XXXX Monday ) Buyer called and spoke to XXXX but could not reach the assigned loan officer. 

XXXX XXXX, XXXX ( Day XXXX Wednesday ) Contacted loan officer again for details. No response. Buyer also emailed and called. 

XXXX XXXX, XXXX ( Day XXXX Friday ) Buyer reached the loan officer, who stated they could not locate uploaded paperwork, despite it having been submitted three separate times. 

XXXX XXXX, XXXX ( Day XXXX Tuesday ) Buyer and I contacted loan officer for details ; I referenced VA Circulars 26-23-27, 26-23-10, and CFR Title 38, Part 36. No response. 

XXXX XXXX, XXXX ( Day XXXX Wednesday ) Buyer informed me that Mr. Cooper requested to run the wifes credit. 

XXXX XXXX, XXXX ( Day XXXX Friday ) Buyer informed me the process moved from step 6/10 ( Underwriting Review ) to step 7/10 ( Pending Assumption Application Approved ). 

XXXX XXXX, XXXX ( Day XXXX Wednesday ) Mr. Cooper informed buyer they were adding the wife to the loan, which restarted the process back to step 3/10 ( Loan Setup Review ). 

XXXX XXXX, XXXX ( Day XXXX Thursday ) XXXX business day since completed application received. At this point, delays may place Mr. Cooper in violation of VA Circular 26-23-10 and CFR Title 38, Part 36 regarding VA loan assumption timelines.

Company response to consumer: Closed with explanation