Consumer complaint received 2021-12-28
Company: Mr. Cooper Group Inc.
State: NM
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my home on XX/XX/XXXX with XXXX Mortgage. Nationstar Mortgage XXXX dba Mr. Cooper purchased the mortgage on XX/XX/XXXX, but did not notify me until they mailed a letter on XX/XX/XXXX ( by that time I had made my XX/XX/XXXX payment to XXXX. The payment got lost and was never credited -- but that is not the subject of my complaint ). 

XXXX & Mr. Cooper escrowed my home insurance and property tax payments. I made all payments on time and in full. My XXXX XXXX XXXX XXXX expired on XX/XX/XXXX. Mr. Cooper did not pay the insurance. I found out the insurance was canceled when XXXX mailed me a letter. XXXX 's letter was dated XX/XX/XXXX but i did not receive the letter until XX/XX/XXXX. I contacted XXXX after that & tried to renew the insurance but they refused. 

I contacted Mr. Cooper to try to get them to intercede with XXXX. I talked with them several ( lengthy ) times. They told me that they did not have the renewal information from XXXX. They told me they called XXXX but could not get anyone to answer the phone. I asked why they didn't contact me & they could not give me a reason. After i filed the attached written complaint dated XX/XX/XXXX, they produced a letter to me dated XX/XX/XXXX but i never received that letter because the letter 's address omitted my Suite number. 

XXXX then referred me to XXXX XXXX said that company would find homeowner 's insurance for me. XXXX could not find homeowner 's insurance for me & gave me 2 reasons : first, none of their companies would insure me because of the lapse in coverage ; and second, companies were pulling out of Louisiana because of Hurricane Ida. 

After approximately 10 hours of calls, i finally found a homeowner 's policy with XXXX XXXX. The only problem is that they refuse to insure me for water backup because i made a claim to XXXX in XXXX ( that XXXX denied ). I paid the policy premium in full for a year & mailed the policy to Mr. Cooper. My cover letter specifically told Mr. Cooper I had paid the policy premium & requested Mr. Cooper refund the homeowner 's escrow to me. Instead, Mr. Cooper paid XXXX the homeowner 's premium again. I have yet to receive a refund. 

I also requested Mr. Cooper stop escrowing my homeonwer 's insurance & property taxes because i do not trust them to pay on time. They agreed, but will not refund the property tax escrow until after i pay the property taxes! My property taxes are due in XXXX so they seem to be setting me up to fail by paying my insurance premium after i had already paid it & refusing to refund my property tax escrow. The property tax bill is {$6100.00}. 

Mr. Cooper has also sent me a letter saying i have to pay them {$830.00} for the lapsed coverage and another letter saying i have to pay them {$6400.00} & they will purchase homeowner 's insurance for me. 

I have requested Mr. Cooper reverse all charges as a result of this fiasco, pay me for my time finding a homeowner 's policy and be responsible for any water backup damage because XXXX refused to insure me for water backup damage but XXXX did. Mr. Cooper has denied any wrongdoing, citing a provision in the fine print of the Mortgage stating i have to include them as an additional loss payee. My position is that I complied with that provision by including XXXX Mortgage as an additional loss payee. It is my position that it was Mr. Cooper 's responsibility to notify XXXX of the change from XXXX because they bought my mortgage without my permission. 

Thank you for your consideration and i hope you can hold Mr. Cooper liable for this fiasco. XXXX XXXX

Company response to consumer: Closed with explanation