Mortgage -- Trouble during payment process -- Complaint #18263567
Complaint Overview
Complaint ID: 18263567
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Florida
ZIP Code: 34698
Date Received: 2025-12-23T12:00:00-05:00
Date Sent to Company: 2025-12-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
Mortgage servicer : Mr. Cooper ( Nationstar Mortgage LLC ) Loan number : XXXX Complaint description I am filing a complaint regarding an incorrect escrow analysis performed by my mortgage servicer, Mr. Cooper, dated XX/XX/XXXX. My escrow account is used only for property taxes. Homeowners insurance is not escrowed on this loan and has not been for several years. Despite this, Mr. Coopers escrow analysis improperly includes homeowners ' insurance in escrow projections and minimum required balance calculations, which results in a stated escrow shortage of {$550.00} and a corresponding payment increase effective XX/XX/XXXX. Mr. Coopers own Escrow Review Statement confirms that : Total actual escrow disbursements consist solely of property taxes in the amount of {$7800.00}. Total Taxes and Insurance equals the tax amount exactly, confirming no insurance was paid from escrow. Escrow projections show only one escrow disbursement XXXX XXXX tax ) and no insurance disbursements in any projected month. Despite these facts, the servicer calculates the minimum required escrow balance as if insurance were escrowed, creating an invalid escrow shortage based on a non-escrowed expense. I have contacted Mr. Cooper by phone multiple times and provided documentation showing that insurance is not escrowed. Each time, the servicer has refused to acknowledge or correct the error. This issue is particularly concerning due to prior escrow servicing failures by this same servicer. Earlier in the loan, insurance was escrowed but Mr. Cooper failed to pay the insurance premium, nearly resulting in policy cancellation. I was forced to make an emergency out-of-pocket payment to keep coverage active and later recover funds through a cfpb complaint, after which insurance was removed from escrow. The current error represents a recurrence of insurance-related escrow servicing failures. I have now submitted a formal Notice of Error under RESPA requesting correction. I am requesting CFPB assistance to ensure : Insurance is removed from escrow projections and minimum balance calculations. A corrected escrow analysis is issued ; and The invalid escrow shortage and related payment increase are removed.
Frequently Asked Questions
What is Complaint #18263567 about?
Complaint #18263567 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-12-23T12:00:00-05:00.
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.