Mortgage -- Trouble during payment process -- Complaint #12791100
Complaint Overview
Complaint ID: 12791100
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: Florida
ZIP Code: 32127
Date Received: 2025-04-01T12:00:00-05:00
Date Sent to Company: 2025-04-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My home flooded on XX/XX/year> during XXXX XXXX. I received my first insurance check in XXXX for {$68000.00}. I signed it and sent it to my mortgage company, Mr. Cooper. They in turn sent me {$40000.00}. The tear out of my home cost {$25000.00} and the rebuild is approximately {$95000.00} ( For a total of $ XXXX ). My XXXX got the tear out done and started the rebuild but quickly needed more money since the initial disbursement left them with only {$15000.00} to work with. I asked Mr. Cooper for the balance. They wanted to do an inspection. They did the inspection and deemed I was only allowed to have {$14000.00} of the remaining {$28000.00} because the project wasn't 75 % done ( they wanted the floors and cabinets in ). Then I was told they wouldn't give me the balance until the project was 100 % done. How can it get done when YOU have my money???? I explained ( again ) that the cost of the project is far more than the {$68000.00} and there was another check from the insurance company coming and in order to keep this job moving along ( so I could move back in my home ) I needed to keep paying my general contractor. They denied giving me more money regardless what i said. I kept asking and they finally requested a signed contract with my GC. I provided it. Then they asked for my adjuster 's contact info to confirm another check was coming. I provided it. Then they decided to deny me again stating they needed the supplemental check amount, which we did not have because costs were increasing due to unforeseen problems with my slab. I called again and asked for the remainder of the money so I could pay my contractor. They said they needed to do another inspection. I was asked to provided pictures of the flooring and cabinets and each room. I did just that and submitted them. Mind you, this was only completed because I finally paid them out of my own pocket to keep the job moving along. The next day they denied me AGAIN! Stating they needed pictures of the inside of my garage and spare bedroom closets. This is absolutely ridiculous. I have provided everything they have asked for. I have been out of my home almost SIX months and they will not give me the remaining $ XXXX from the first check that was issued FOUR months ago but expect a {$120000.00} job to get done with {$54000.00}. I cringe at the thought of what is going to happen when they get my supplemental check. Can you please help me?
Frequently Asked Questions
What is Complaint #12791100 about?
Complaint #12791100 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-04-01T12:00:00-05:00.
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.