Consumer complaint received 2022-01-06
Company: Mr. Cooper Group Inc.
State: NM
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Received notification from lender Nationstar/MrCooper, of the non-renewal of XXXX XXXX XXXX XXXX policy XXXX on XX/XX/XXXX, stating that if new/replacement coverage was not obtained, force placed insurance would be implemented. Not certain if it was some type of scam, because I had not been notified by XXXX XXXX. Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX, Policy XXXX. 
XXXX XXXX XXXX agent XXXX XXXX immediately, by email, then a phone conversation with XXXX XXXX that disclosed only that the notice was mailed to a temporary physical location of my vehicle ( also insured by XXXX XXXX XXXX XXXX for 2-3 months while I was moving XXXX and that non-renewal occurred due to non-occupancy. While the wrong address may have been an unintended administrative error, XXXX was unwilling to discuss or listen to my explanation answer questions the condo insurance policy that I, as a consumer, have a right to know, and which may affect my credit. 
Realized that non-renewal may have occurred because the condo is unoccupied, and has been since XX/XX/XXXX, when I was displaced by the discovery of mold and previous water damage from unit XXXX. I notified XXXX XXXX and shortly thereafter, he sold me a renters policy XXXX, after I moved into a leased apartment at XXXX Smoke XXXX XXXX XXXX XXXXXXXX, XXXX XXXX, NV XXXX. Or maybe the non-renewal occurred because I moved from XXXX to XXXX XXXX at the end of XXXX. My attorney in XXXX, NV has had the keys and has been in the condo since that date. 
XXXX XXXX XXXX provided a HOA master policy with 125 % ARV a proof of insurance. After review and upon advice of my attorney, it was submitted to and rejected by Nationstar/MrCooper. Repeatedly called and emailed XXXX XXXX corporate and Nationstar/MrCooper for more information that may have been relevant to purchasing a new/replacement policy from another insurer, who I figured would ask. Because I am XXXX XXXX legally XXXX and have other medical serious medical conditions, requested accessibility services and XXXX from the XXXX XXXX Nationstar/MrCooper facilitated conference call insurance agent to try to obtain additional information about cancellation. After speaking with several insurance agents, was advised that obtaining condo insurance would be cost-prohibitive because of non-renewal status and lapse in coverage, and it would probably be better to go ahead with force placed insurance. Communicated that information to Nationstar/MrCooper. 
XX/XX/XXXX Requested a printed copy/pdf w/email of the alleged non-renewal policy from XXXX XXXX customer service, who told me the original notice had been generated XXXX and mailed XX/XX/XXXX. Not yet received. The address on the non-renewal was incorrect, it was the physical location of my auto from XX/XX/XXXX until XX/XX/XXXX, when it was updated with my current address and a different XXXX XXXX agent in XXXX XXXX. 
Still trying to figure out ( specifically ) what type of insurance Nationstar/MrCooper wants me to purchase. Two notifications forms attached. When asked who determines ARV, they told me to ask the insurer. Not helpful. Can I purchase my own PMI to protect their mortgage loan? Or, should I keep contacting additional companies and agents to obtain homeowner insurance on the property itself? 
This XXXX XXXX/Nationstar/MrCooper situation, as well as an investigation into actions of the seller of Unit XXXX, buyers agent, inspector, community manager and others has been requested by the NV Insurance Commission and AG XXXX My attorney is in the process of finalizing a claim to be submitted for mediation with NV Real Estate Division. Additional information is available upon request.

Company response to consumer: Closed with explanation