Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #10068551
Complaint Overview
Complaint ID: 10068551
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-Issue: Delays in the application process
State: Virginia
ZIP Code: 20147
Date Received: 2024-09-05T12:00:00-05:00
Date Sent to Company: 2024-09-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, my husband and I initiated a recast of our new mortgage by sending a certified check to Rushmore in the amount of $ XXXX, which was immediately cashed. We sent the initial paperwork to recast the mortgage in XXXX, and Rushmore claimed the documentation was never received, although our XXXX tracking number confirmed the documentation was delivered. We re-sent the documentation and sent it via XXXX and guaranteed it would be delivered by XX/XX/year>. Rushmore declined our application because our paperwork was " late '' and said they didn't receive it until XX/XX/year>. They've asked us to apply again, for a third time. They are holding a significant amount of money that was intended to recast our loan and reduce our monthly payments. They are losing track of our application and forcing us to start the process over, which brings us to the start of a 90 day process. Their disorganization is costing us thousands of dollars every month. Getting answers from their customer service is difficult- they are either incompetent or hostile.
Frequently Asked Questions
What is Complaint #10068551 about?
Complaint #10068551 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2024-09-05T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.