Consumer complaint received 2022-03-20
Company: Mr. Cooper Group Inc.
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a follow up to another complaint that I lodged with this agency. 
After the death of my XXXX, I contacted his insurance carrier and obtained XXXX XXXX XXXX in my name. The agent also upgraded the amount of coverage due to the increase in the property value. I obtained coverage on XX/XX/XXXX. Since that time, I have not had a lapse in coverage. My insurance carrier has sent multiple declaration sheets to Mr. Cooper upon my request. In addition, they faxed a letter dated XXXX from the Corporate Office verifying that I have insurance. 

I have never been notified in writing from Mr. Cooper that I needed XXXX insurance. I have never been notified in writing that I needed flood insurance. I have never been provided with a copy of any insurance policies that Mr. Cooper has purchased on my behalf. The first time that I became aware about Flood Insurance was when I called Mr. Cooper in XX/XX/XXXX to see if they had gotten the insurance situation straight. In the last complaint, Mr. Cooper uploaded copies of letters that I have never received. I noticed that most of the letters had supposedly been sent to a dead man 's mailing address, XXXX XXXX XXXXXXXX XXXX, XXXX, XXXX  XXXX. That box belonged to my XXXX. It is closed at this time and may have been assigned to another customer of the postal service. I have NEVER had nor do I have access to that box. In XXXX of XXXX, I contacted Mr. Cooper by telephone. I spoke to a Mr. Cooper representative who said his name was XXXX XXXX XXXX, XXXX, XXXX. At that time, I reported that my father had expired and that my mother had been deceased for several years. I also provided XXXX XXXX with my personal address, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX. Even if you did not have my personal address, you could have mailed that notifications to the street address at the house. Most businesses send certified letters for something this important. Why didn't you? 

For the last several months, I have been trying to get the matter regarding the insurance straight. Each time I speak with a representative from your company, they seem to be clueless about what I discussed with the last person. At XXXX point, your representatives were saying that you paid XXXX XXXX for my coverage. I contacted XXXX XXXX 's XXXX XXXX on XXXX different occasions. They said that you had not paid them for any insurance. Then, your representatives began saying that you had purchased insurance from XXXX XXXX. 

On XX/XX/XXXX, I spoke to XXXX at Mr. Cooper, He told me that he had located the insurance verification documents. He told me that he would send the documents over to your insurance department so that they could make the correction. He told me that he would reach back out to me when it was resolved. His contact phone number given to me by him was XXXX XXXX XXXX. 

On XX/XX/XXXX, I spoke to XXXX from Mr. Cooper. While he was on the phone, I phoned my insurance provider. XXXX XXXX from XXXX XXXX XXXX XXXX, XXXX, XXXX. She verbally verified that I had insurance with not lapse. She asked XXXX to email her the notice that was sent by XXXX XXXX saying my insurance was lapse. XXXX never did. She sent verification of insurance again per XXXX 's request. Your company can reach XXXX XXXX at XXXX XXXX. The mailing address is XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX. 

Your company has forced placed XXXX XXXX and XXXX XXXX to my mortgage note. According to your representative the mortgage has gone from {$880.00} to {$1700.00}. This is outlandish!! 

I have insurance. I have had insurance since XXXX XXXX, XXXX. I was not told that I needed XXXX XXXX. That is not right. 
Please find proof of XXXX XXXX, letter from XXXX XXXX XXXX, and other pertinent documents. 


XXXX is my strength and my power, He maketh my way perfect. XXXX XXXX. XXXX

Company response to consumer: Closed with explanation