Mortgage -- Trouble during payment process -- Complaint #5759016
Complaint Overview
Complaint ID: 5759016
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Texas
ZIP Code: 786XX
Date Received: 2022-07-11T12:00:00-05:00
Date Sent to Company: 2022-07-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Servicing was transferred including escrow XX/XX/XXXX. All tax and insurance including Flood information was included. Flood Ins was due XX/XX/XXXX. The bill was sent to the original servicer because the servicing transfer was not processed correctly. Neither the original servicer or the current servicer notified the Flood Insurance company of the change. Both are at fault and are violating the servicing transfer regulations. I have attached a copy of the pending bill that shows the original servicer still being listed that was provided to me yesterday by the Insurance Company. Last week I received a letter from my current servicer threatening to force place insurance if I did not " quickly '' provide evidence of insurance. I understand that my current servicer did not receive the bill and that my previous servicer should have forwarded it. I also know that the money to pay the bill is in my escrow account. My complaint is that I have contacted my current servicer, I was able to speak to an individual who sent me to the wrong department and then I was sent to another wrong department and they directed me to file a " Help ticket ''. I tried to " Chat '' that doesn't work well either. The press this number automated system is not built for a situation like this and I spent over 2 hours calling different numbers to help them resolve what is their problem. I have attached the response I received from the " File a ticket '' that I was directed to and that comes up when you select " File a Complaint '' on the website. The response says that they can take up to 7 days. I didn't get 7 days in the demand letter they sent to me. Meanwhile, I have no Flood Insurance coverage and according to the demand letter they will take something like {$2200.00} from my escrow account for the force placed insurance while my current policy is {$620.00}. I believe they will respond to you much faster and probably provide you with a contact. I only get a contact if I want a new loan. Appreciate your assistance!
Frequently Asked Questions
What is Complaint #5759016 about?
Complaint #5759016 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-07-11T12:00:00-05:00.
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.