Mortgage -- Trouble during payment process -- Complaint #16977567
Complaint Overview
Complaint ID: 16977567
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Wisconsin
ZIP Code: 531XX
Date Received: 2025-11-02T12:00:00-05:00
Date Sent to Company: 2025-11-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Mr. Cooper mortgage failed to pay our home owners insurance premium on time from our escrow account and our home owners insurance was subsequently cancelled. Our insurance is escrowed and has been since the initiation of our mortgage. Despite the fact that we had grace period and our insurance was valid until XXXX, Mr. Cooper has not accepted this documentation from our insurance agent and then purchased insurance coverage on our behalf. We were covered with our initial policy until XXXX and Mr. Cooper claims we lapsed from XX/XX/year> through XX/XX/year>. Mr. Cooper failed to pay our insurance premium in a timely fashion on or by XX/XX/year> and never notified us that they were not going to pay our insurance premium within a timeframe that would have allowed us to either pay on our own or purchase alternative home owners insurance. Again, our insurance is escrowed into our mortgage and Mr. Cooper has full access to our insurance information. We received no communication from Mr. Cooper and we were only notified nearly 2 weeks after our insurance premium was due that it hadnt been paid on time by Mr. Cooper from the insurance company itself via postal mail.
Frequently Asked Questions
What is Complaint #16977567 about?
Complaint #16977567 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-11-02T12:00:00-05:00.
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.