Consumer complaint received 2022-10-11
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
As of now, there has been no resolution for the problems. 
The disbursements made to my insurance companies where clearly asked not to escrow. I have acquired my own insurance as required for Hazard and Windstorm. 
I am not asking other than to remain current and keep my home loan affordable. I have made numerous attempts documented by email - phone and account messaging for simple answers and as of Now no one has been forthcoming with the removal of escrow from my account other than one Escalation rep from Mr. Cooper.- XXXX - Whom stated after weeks of calling shared that the Processor in escrow has halted my request XXXX XXXX for Flood insurance, as you know being in XXXX Texas XXXX hurricane Harvey- XXXX have no passed the Flood insurance mandate to area homeowners. This alone is a hardship. I have even requested all but the flood Insurance be removed. I have spent countless hours on the phone while at work trying to find a solution to a simple request. 

I was told that I qualified for escrow removal trying accomplish this I have been given misinformation upon misinformation- the recording on the phone machine says submit proof of insurance and update escrow not submit and we will pay your policy for you? I have agreed to every recorded call, because maybe I am not explaining myself correctly. They have falsely closed tickets- requests with resolutions never found. 

Right Path Servicing had no qualms about increasing my monthly payment more than the actual note on the contrary it has done its least to help adjust- lower it reflecting the purchase of my own insurance. 

I have worked very hard to regain stability through illness and CO -VID 19 - loss of employment to save my home and maintaining this loan. I am more than willing to pay what is reasonable, unfortunately Mr. Cooper - Right Path - Nation Star mortgage have made it most difficult. 

I am not asking for anything Free nor a hand out- What I'm asking for is knowledgeable personnel who work with millions of dollars of hard working Americans and I dont feel its too much to ask for. I am saddened at the lack of integrity and the immediate response of form letters to ensure each one of these companies have done no wrong but the truth is they all have. They have not provided correct information if any- they have made payments to my insurance policies with no requests or permission. So double payments to the insurance companies are being made, this alone is poor practice. There is no coordination amongst the companies to provide Home Owners any reassurance that these loans are being fairly monitored nor adjusted. 
Here we are, a futile attempt to clear responsibility or liability. As I stated in my original complaint - I have no idea if these companies have broken any laws but what has happened to me in such a short amount of time is unjust. 
I am not rich and barley making a life for my family and myself and I am tired of Large Corporations with inadequate staff having the last word.I could be content with the response I am not. 
I have stopped payment of the Hazard insurance and hold in my possession the check. So it has not been removed from my escrow and does need crediting, I have also requested a refund from the Texas Windstorm send the money back to the company. So this account reflects wrong again. The letter itself states misinformation, I have emails and once again, It doesn't matter what American Homeowners need or request, this company will of course show the monthly payment is due. I was told in XXXX my account would be adjusted by XX/XX/XXXX, listen to the phone call by XXXX from XXXX XXXX. I have reviewed so many complaints abouts this company I know I am not alone in my complaint. What can I do from here, They have not adjusted the account and I am terrified to fall behind.

Company response to consumer: Closed with explanation