Consumer complaint received 2022-08-31
Company: Mr. Cooper Group Inc.
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2022, I received a call from XXXX about my homeowners insurance that was being cancelled, XXXX stated they have not received a payment. I told them Im in escrow and my mortgage company pays my insurance. 
XXXX advise me to contact Mr. Copper XXXX my mortgage company ) I called Mr. Cooper mortgage on XX/XX/2022 at XXXX, I spoke to a representative that was in the insurance department, she stated that XXXX had failed to send the renewal paperwork so that can see what the balance is going forward. She stated they tried to contact them on XX/XX/XXXX, XXXX, & XXXX. The Mr. Copper representative said she can call right now to get in touch with an agent. She placed me on hold ( 5 Minutes later ) she returns to the line and stated they would not let her speak to a live agent. That it directed her to the website for more assistant. I asked what time do the close for the night, she said XXXX EST, I told her I will reach out to XXXX  and I will call back. 

I called XXXX back, spoke to a superior, XXXX stated they sent the document via IET ( Internal electronic transfer ) on XXXX XXXX. And then sent it by mail. The stated they have not received any phone calls from the mortgage company on XXXX XXXX, or the XXXX. If a mortgage company contracted them, they would not advise them to go to the website. 

I called Mr. Cooper mortgage back, I spoke to a customer service representative that stated there was nothing wrong with my account, that everything is updated and paid for. I informed her I just spoke to the insurance department and they said something different. I asked several times to be warm transferred to the insurance department so I can speak to someone there. She stated that the insurance department was a third-party company, and she can only cold transfer me. I stated I called earlier, and a customer service representative warm transferred me over. She wanted school me on how mortgages and escrow worked, and told me that I was lying, that I told her a different story and that once again that my insurance is not cancelling and that the amount was paid in full. I asked to speak to her supervisor, she stalled for five minutes letting me know once again that I was wrong. 

She warm transferred me to her supervisor, the supervisor heard my story from the beginning until I was transferred to her. She stated that customer service was total incorrect, that the account is past due, that there is a issues with my homeowners insurance. She warm transferred me to the insurance department. Apologies for the pervious representative miss handling of my call. 

The representative for the insurance department started to reiterate that XXXX was doing their job that they received no documents. I told her what the representative for XXXX said and gave her all the information. After a back and forth she asked how much did the renewal cost. It was XXXX She placed me on hold, a few minutes later she said she send out the payment so everything should be okay. Apologized and released the line.

Company response to consumer: Closed with explanation