Mortgage -- Trouble during payment process -- Complaint #6166106
Complaint Overview
Complaint ID: 6166106
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Virginia
ZIP Code: 23222
Date Received: 2022-11-04T12:00:00-05:00
Date Sent to Company: 2022-11-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have a problem with my mortgage servicer, Mr. Cooper Mortgage ( formerly known as Nationstar Mortgage Holdings Inc. ) regarding removing the PMI payment. I have paid off enough of my mortgage and own enough equity in my home to have the PMI removed. I have contacted them on the phone and spoken with a representative but my specific issues have not been resolved. Mr. Cooper refuses to remove my PMI even though I own more than 20 % of my home and refuses to accept the following documentation showing this : - An appraisal I pay for - Invoices showing the XXXXmprovements I've made ( Such as installing a $ XXXX solar roof system ). Why can't they accept a new appraisal I make or my documentation showing the new home value? Mr. Cooper is forcing me to pay more than {$300.00} for their own appraisal which they still have not scheduled yet a month after I contacted them. Why can't they respond and explain when the new appraisal is scheduled and why they won't accept an independent appraisal that I pay for? Assuming the issue is settled by the CFPB that I do in fact own over 20 % of my home and did not have to pay PMI, I would like the last few PMI payments refunded. Can the CFPB get Mr. Cooper Mortgage to respond about these 3 specific issues and have my PMI removed? Also, I've attached the most recent letter from them that refuses to give a reason for denying my PMI removal request.
Frequently Asked Questions
What is Complaint #6166106 about?
Complaint #6166106 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-11-04T12:00:00-05:00.
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.