Mortgage -- Trouble during payment process -- Complaint #18059199
Complaint Overview
Complaint ID: 18059199
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: California
ZIP Code: 953XX
Date Received: 2025-12-15T12:00:00-05:00
Date Sent to Company: 2025-12-15T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am submitting a complaint regarding Mr. CooperXXXX XXXX XXXX in their handling of my mortgage escrow. Mr. Cooper removed/released the tax portion of my escrow but did not remove the insurance portion, and I have been unable to get a clear, consistent explanation or a path to resolution. I have contacted Mr. Cooper multiple times via secure message and on the phone, and the information provided has been inconsistent and has not resolved the issue. This has created confusion about how my monthly payment is calculated, whether my insurance is being properly paid, and whether my escrow account is being administered correctly. I am concerned about the risk of missed insurance payments, incorrect billing, or erroneous escrow shortages.
Frequently Asked Questions
What is Complaint #18059199 about?
Complaint #18059199 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-12-15T12:00:00-05:00.
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.