Consumer complaint received 2025-09-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Mr. Cooper Group Inc.
State: AZ

Complaint narrative:
I am XXXX XXXX XXXX XXXX. I am trying to do a VA assumption from another XXXX XXXX XXXX XXXX. The house has been under contract since the beginning of XXXX. I have executed a HELOC loan to help pay for the down payment for this house. I have now been paying on that HELOC for a couple months now with no progress moving forward on the closing of the loan Assumption. Both I ( the buyer ) and the seller, have been trying to push the mortgage company ( Mr. Copper ) for the last couple months after finding out they are dragging their feet. Every month that goes by, it costs me and the seller a significant amount of money. Mr Cooper is refusing to give us status updates every time there is an update and failing to inform us of the next step in the process for documents or other things that they need from us. They wait for us to call them and ask us what they're ready for. It has been XXXX  months and we have barely made it through any of the process. We still have a long ways to go. Mr Cooper still has yet to even ask me for my proof of income. I have called them countless times asking them what they need from me. Telling them that I have all my documents ready. But they will not review them yet. There was a document that they still needed from the seller. But they never informed them. I and the seller were waiting around on the mortgage company for an update. We were stuck in the mud for an entire month because they are refusing the communicate with us. Several times now I have called them and asked them if there has been an update and if there's anything I can do to progress things. Or if there's anything the seller can do. They tell me no, and then I end up finding out that they still needed additional documents from the seller. But they wouldn't communicate that was me. Or contact the seller and communicate that with him. We are now in the fourth month of this process. And I don't even think we're halfway yet. Every month that goes by without closing, it costs me roughly {$1200.00}. And it costs the seller {$1800.00}. I know there's a reason why they are dragging their feet. Because we are the last on their priority list. Since this is an assumption. They don't really have anything to gain from doing this assumption. There's no money to be made. Plus it's a low interest loan, which they would much rather refinance to the newer higher interest loans or they can make more money. And the only reason why they will do an assumption is because it is federal law with a VA loan. The Assumption department also will not let me contact him by phone. I could only speak to their basic customer service department. Where they can give me much information. They just leave me in limbo. And the only form of contact that I have with the Assumption department is through an email that is only used to receive documents. There is no official loan officer or other representative that I can speak to. They are getting absolutely nothing done. They still have yet to even ask me for proof of of income to verify that I can even be pre-qualified. This house has been under contract for over XXXX  months now. We are now in the fourth month and they haven't even given me an approval. I will also be getting the VA involved if things are not resolved.

Company response to consumer: Closed with explanation