Our loan is currently with Mr. Cooper (Nationstar). In early October 2020, we called to ask about the possibility of refinancing (with a cash out) of our mortgage. We were on the phone with the loan officer for over 2 hours providing information on ourselves and financial information. We wanted to do a 15 year refinance. They would only do a 30 year term at a higher interest rate than we currently have. Because the benefit of paying off credit card debt, we decided to move forward with the refinance. A few days later, we were informed that they could now do a 15 year refinance (at 2.5%) so we said yes. A few weeks later, we were told that they could still do a 15 year note but now at a higher interest rate. Ok... we just want it done. Here we are, two months later. We are expecting to finally go to closing. As I am reviewing my file online, I notice that some paperwork we sent was not accepted. We call the loan officer again. Now they can't do the 15 year refi and offer a 20 year (at a higher rate). I come to find out that because I am self employed, they will not consider my income (discrimination?), only my wife's. We told them what her income was. We provided pay stubs. We disclosed that she was a teacher and her payment schedule was for 10 months. They still calculated it as 12 months and told us that she actually made more than she does. When they did the employment verification, they finally understood that they overestimated her income. Now we are waiting again. We have high credit scores and a 100% on-time payment history. It should not be this difficult for a company to correctly process our loan. Our next door neighbors refinanced their mortgage 3 weeks after we submitted our application. They closed in less than 30 days. We are at 2 months with no end in sight. Hard to believe that a large mortgage company like this is so clueless and can't get their work done timely and accurately. User's recommendation: Save yourself a headache and use a company that knows their business.