Mortgage -- Trouble during payment process -- Complaint #6905848
Complaint Overview
Complaint ID: 6905848
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Colorado
ZIP Code: 802XX
Date Received: 2023-04-28T12:00:00-05:00
Date Sent to Company: 2023-06-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
4 mortgage servicers since I refinanced in late 2021. This is extremely frustrating as each time the servicer changes I have to create a new account, contact the servicer to update payment information and/or deal with escrow issues. Most current issue is that the new servicer is not paying the insurance premium to my property insurance company. Apparently Mr. Cooper did not contact the insurance carrier to let them know where to send the renewal or Mr. Cooper did not forward the renewal to the new servicer. I called the new servicer, RightPath, and the first representative hung up on me after I was tortured by their automated system. Next rep transferred me to another rep. That rep transferred me again. After being on hold for about half an hour, it took more than an hour to deal with this and the issue is still not resolved. I'm not allowed to transfer my mortgage, why are they allowed to do this? Even if it's allowed there needs to be rules that require the servicers to make the sale or transfer seamless to the borrower. Totally insane.
Frequently Asked Questions
What is Complaint #6905848 about?
Complaint #6905848 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-04-28T12:00:00-05:00.
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.