Consumer complaint received 2020-05-07
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
While I have been happy with the treatment and handling of my case by Mr. Cooper representative, I have significant concerns with the way the InsuranceClaimCheck representatives have handled my account. OnXX/XX/2020 I experienced a water line leak in my home and completed the documentation required to get my homeowners insurance to cover the losses related to the damage. These damages necessitated the removal of the back wall to the studs, removal of all flooring all the way to the concrete slab, removal of base cabinets, removal of dishwasher, removal of counter top, removal of sink and dishwasher, removal of drywall between kitchen utility room, removal of all flooring in utility room, removal or window framing, and removal of interior door and door frame. From XX/XX/20 to now the entire back wall, false dividing wall, flooring, cabinets, countertops, dishwasher, sink, garbage disposal, door and window frames, and insulation have been removed ( as shown in pictures below ). I have had a demolition and drying service come in and remove all water damaged materials and set up dryers for four days. The damage from the leak resulted in complete loss in my kitchen and have left myself and my daughter without a functioning kitchen for nearly 4 months as we have no other source of running water we have had to do dishes in the bath tub and utilize the sink in our only bathroom of all cooking and cleaning, as well as having no cabinets or countertops surface for storing dishes and food and no way to adequately prepare food items. 
Their incompetence and mis information has resulted in significant delays in my ability to repair my kitchen and make my home functioning for me and my daughter. I was given misinformation regarding the insurance check from one of your representatives, who stated I just needed to mail the check and an overnight return mailer to get it endorsed. I spent over {$50.00} in shipping costs following his instructions. The misinformation also resulted in a two-week delay in getting accurate information on how to get funds released. I spent hours on the phone with various representatives to try to get funds released and was moved from representative to representatives, this delay resulted in over a month delay from when my insurance company mailed me the claim check to me getting the money to make the significant purchase needed cabinets and installation. This delay then resulted in the cabinet order being placed at the end of XXXX and being impacted by the COVID 19 closures. I am now in the process of again being moved from  representative to representative in the attempt to get the remaining funds released so that I can purchase and order the countertop so it can be installed with the cabinets and my kitchen plumbing can be restored. This misinformation, mishandling, and incompetent practice has resulted in untold harm to my family due to the compromised living situation, along with making implications that I am mishandling the insurance funds. I have presented receipts totaling {$5300.00} for repairs and materials up to this point, more then the funds released and I am still told to additional proof is needed to release funds my insurance company has provided for me to finish this repair. I am a single mother and have lived in my small home for over 12 years with my daughter. We only have one working sink in the bathroom and have been forced to do dishes in the bathtub and live amongst boxes on the ground and exposed pipes for nearly 4 months due to the mishandling of this case and the ignorance of the representatives at XXXX. I have requested an inspection, as well as uploaded all required documents, as of XX/XX/2020 and expect that the inspection fee will be waived and funds will be released within the next 7-14 business days so that I can get the countertop ordered and installed when the cabinets are being installed. There is no other sensible resolution at this time, and I hope to have follow up communication regarding the situation and resolution from a representative at Mr. Cooper.

Company response to consumer: Closed with explanation