Mortgage -- Trouble during payment process -- Complaint #13574150
Complaint Overview
Complaint ID: 13574150
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: 325XX
Date Received: 2025-05-17T12:00:00-05:00
Date Sent to Company: 2025-05-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
Our Mortgage was transferred ( sold ) to XXXX a couple of years ago. In XXXX of XXXX we received a letter stating that our property was in XXXX XXXX XXXX and that we were required to purchase flood insurance. XXXX shows our property as XXXX XXXX XXXX and not in a XXXX. I have sent documentation numerous times with the information showing our property was not in XXXX XXXX but XXXX XXXX and that we have been in this house for 20 years and have never been required to purchase flood insurance. They acknowledged the flood zone was wrong but then said XXXX of XXXX required it. Our house was built in XXXX, and the ACT does not require it and we are not eligible per the ACT of XXXX. This has been going on since XX/XX/XXXX. We then received a letter from them stating that we had 45 days to purchase flood insurance, or they would purchase for us at {$7600.00}, even after all the documentation I sent them stating we were not required to purchase flood insurance. We have been communicating with our city office as there are many homeowners in our area with the same issue. I have called customer service and the insurance department at MrCooper numerous times and continue to get the run around. I believe that MrCooper Mortgage must be getting a commission from XXXX XXXX XXXX when they purchase the flood insurance for home owners.
Frequently Asked Questions
What is Complaint #13574150 about?
Complaint #13574150 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-17T12:00:00-05:00.
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.