Consumer complaint received 2019-04-02
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I contacted Mr. Cooper representatives about having my PMI removed from my loan on my house. I agreed to pay for a drive-by appraisal. I was told by Mr. Cooper representatives that the appraisal would be performed by an independent third party local appraiser and that an actual drive-by would be conducted. 

A Mr. Cooper letter dated XX/XX/XXXX denied my request to redo the appraisal for the reasons listed below. The letter indicated that there were no errors in the appraisal I had previously contacted Mr. Cooper representatives by phone. During contacts, I clearly listed and identified my reasons why the appraisal was inaccurate and why the denial was not based on correct information. I spoke with XXXX at Mr. Cooper on XX/XX/XXXX. It was indicated that I needed to send a letter or e-mail if I thought the basis for the denial was not correct. Shortly thereafter I did this, however I was given an incorrect e-mail. I then contacted Mr. Cooper in late XXXX and obtained another e-mail and on XX/XX/XXXX and resent my e-mail that listed the reasons. Reasons why the denial was not accurate and not fair are as follows : 1 ) all but one of the pictures with the copy of the price opinion provided are for a different nearby house with a XXXX XXXX address and the only correct picture is the one of our garage with the posted address ; 2 ) there are no comparisons in the price opinion for XXXX XXXX and XXXX, the nearest community ; 3 ) XXXX   XXXX is a resort location and 2 to 3 miles from the XXXX  entrance to XXXX and property values and costs are much higher than the comparisons included in the price opinion ; 4 ) I had previously sent copies as indicated by a Mr. Cooper representative copies of listings for houses for sale in XXXX   XXXX and XXXX, and as noted in the listings the price per square foot are much greater than the comparisons that were used by Mr. Coopers subsidiary and range from {$270.00} ( partially dismantled house ) to {$590.00} per square foot ; 5 ) when we purchased our home about 10 years ago is was described as having 1400 square feet and the price opinion lists 1173 square feet ; 6 ) the company that performed the appraisal is affiliated with Mr. Cooper, is not an independent third party and as a result there is a bias ; 7 ) when I agreed to pay the fee to see if the PMI could be removed it was clearly indicated by Mr. Cooper representatives that a local third party that was a licensed appraiser and unbiased appraiser would perform the appraisal ; 8 ) the name of the person on the appraisal lives in Texas and works for a Mr. Cooper subsidiary ; and, 9 ) the pictures in the appraisal package sent to me by Mr. Cooper are based on photo shots from XXXX, as when the house is viewed on XXXX the same incorrect pictures come up. I believe that Mr. Cooper 's PMI department has committed fraud, as they billed me for activities and services that were not conducted as agreed to. 

The PMI from my loan must be removed from my required loan payment. If this requires a new appraisal then I request it must be completed by an experienced independent third party who will actually drive-by my house and who will prepare an honest and accurate appraisal based on accurate property/home values in the XXXX XXXX and XXXX areas. 

One of my most recent contacts with a Mr. Cooper representative was when a Ms. XXXX XXXX ( XXXX ) called me on XX/XX/XXXX and indicated that my recent " dispute '' was denied and that I had no " recourse. '' I mentioned many of the reasons noted above, some of them several times and told that it was still declined. I was then put on hold. Ms. XXXX then apparently looked at pictures on record for when I originally obtained my mortgage. Apparently it was noted that the pictures in the recent appraisal were for the wrong house. Ms. XXXX indicated that she would call me back later in the week and as of today 's date had not. 

On XX/XX/XXXX after waiting on the phone for over an hour I spoke with XXXX in Mr. Cooper 's Arizona PMI department ( XXXX ). She indicated that that there was nothing she could do and that I could have an inside inspection for a more accurate appraisal. I explain why there was an error and asked to speak with a Supervisor. I was told that there were none in and that one may call me back tomorrow. 

Please help make this right.

Company response to consumer: Closed with explanation