Consumer complaint received 2018-07-26
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a tale about Mr. Cooper, a mortgage company, and XXXX XXXX ( " XXXX '' ), an insurance company, and my investment property in CO that I have held since the XX/XX/XXXXs. It is an unbelievable story off corporate hubris, ridiculousness and a corporate attitude that says I can just kiss their ring. 
The house is worth maybe $ 300K. My mortgage is about $ 28K. There are no other liens on the property. The roof suffered hail damage last month, which is causing it to leak, and needs a new roof which is covered by my insurance policy from XXXX, which has been my insurer since the eighties. 
The current loan was acquired by me from XXXX XXXX a few years ago. Last year, it sold the loan to Mr. Cooper, a transaction I had no say about whatsoever. If I could fire Mr. Cooper, a terrible mortgage company, I would. I might change my insurer because they are complicit in this unnecessary ridiculousness. 
After filing a claim for the hail damage with XXXX, they inspected the property, issued an assessment report and sent me a check for {$6100.00} so I could hire a contractor to get the property repaired. I deposited the check in my checking account at XXXX XXXX at its ATM, as I do with all checks I receive. It issued me a deposit slip and then, apparently, a little while later debited the same amount back out of my account. I discovered this 2 days later when I examined my account statement online. 
The bank threw up its hands, told me my endorsed check was invalid because as issued, there was a co-endorsee on the check, Mr. Cooper. I would have to get the check re-issued by XXXX  in CO, sent to me in VA, send it to OH to get it endorsed by Mr. Cooper, a corporate entity with a minuscule " vested interest '' in my property ( $ XXXX vested interest concerning a $ XXXX claim on property worth $ XXXX ), have it returned to me by them after this ridiculous and useless gratuitous act, and then I could endorse my check and deposit it so I could thereupon pay a contractor in CO to get the leaking roof repaired. 
XXXX confirmed this ridiculous rigamarole on the phone, which will take at least a week if not a month to complete by mail, as did Mr. Cooper after I spent a long time on their phone menu listening to canned music and recorded statements about how they were engaged in debt collection and any information I tendered to them could be used against me for this purpose unless I was in bankruptcy in which case, never mind. Their agent had the temerity to state that this byzantine procedure was necessary because of " fraud. '' I have no idea how Mr. Cooper thinks this is the process I should use to get my insurance money from a claim I filed with XXXX, or why XXXX  should issue such a useless, time-consuming check unless this is a giant check-kiting scheme so XXXX can can collect interest on the {$6100.00} for an extra three or four weeks and maybe, I imagine, kick some of that " profit '' back to Mr. Cooper, while I jump through these hoops. Multiply my month-long delay in getting my money by 100,000 or a million claims and you're talking some serious money. Mr. Cooper and XXXX are engaged in unfair practices. ( I am going on vacation for 3 weeks, or maybe I should cancel my long-planned trip so I can receive a check, send it to Mr. Cooper in OH, wait for up to ten business days, they said, for them to " endorse '' it and send it back to me and then I can deposit it. This is totally unnecessary and unfair. )

Company response to consumer: Closed with explanation