Mortgage -- Trouble during payment process -- Complaint #9585662
Complaint Overview
Complaint ID: 9585662
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Michigan
ZIP Code: 48843
Date Received: 2024-07-22T12:00:00-05:00
Date Sent to Company: 2024-07-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Mr. Cooper took over my XXXX XXXX mortgage several months ago. I have always paid into my escrow account for taxes and insurance. Mr. Cooper stated that the loan transition would not cause any issues and that taxes and insurance would be paid without any action required from me. This morning, XX/XX/year>, my homeowner 's insurance company, XXXX, contacted me to inform me that my policy was canceled due to nonpayment. I attempted to call Mr. Cooper several times but was unable to speak with a representative. I then went online and tried to chat with a representative named XXXX. He stated that I would have to call Mr. Cooper. I explained that I had called several times and was once put on hold but eventually disconnected. XXXX gave me a different number to try. After multiple attempts and being on hold for a total of 38 minutes, I finally spoke with an agent. I was informed that my insurance was not paid on time, but a recent payment had been made to XXXX. The agent stated that I currently do not have homeowner 's insurance until XXXX processes the payment, which could take several days. She did not know why the payment was not made on time. I explained that there are storms in the forecast and asked what I should do if my home is damaged. I also inquired about who would be responsible for the cost. The agent stated that the responsibility would be mine alone and that Mr. Cooper would bear no responsibility. This entire process took over XXXX hours, leaving me without resolution, making me late for work, and without the home insurance I paid for.
Frequently Asked Questions
What is Complaint #9585662 about?
Complaint #9585662 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-07-22T12:00:00-05:00.
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.