Consumer complaint received 2022-01-28
Company: Mr. Cooper Group Inc.
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received 2 insurance checks for damages done to my home during XXXX XXXX on XX/XX/XXXX. It was made payable to me and Nationstar Mortgage dba Mr. Cooper. The XXXX checks totaled {$70000.00}. I was told by Mr. Cooper 's Loss Draft Dept. that I needed to submit a claim process online in order to get their endorsement, and that I needed to submit the insurance XXXX 's report, and also to sign the Attestation and Indemnification Form and mail the check to the Loss Draft Dept. I would then receive a portion of the funds to begin repairs, To receive additional funds for repairs I would have to request an inspection from Mr. Cooper to see if repairs are being done to their satisfaction. I don't think this is right and fair, but I am doing my part in order that I may begin repairs. After completing steps 1 and 2 of the online process step XXXX was for Mr. Cooper to mail out a check for the initial portion of the insurance proceeds. Steps 1 and 2 were completed in XX/XX/XXXX. I waited patiently for Mr. Cooper to honor their part. Finally I gave up waiting and called the Loss Draft XXXX. A lady by the name of XXXX took my call on XX/XX/XXXX at XXXX. She took my information and stated that everything looked in order, but no check had been mailed to me. She apologized and stated that she didn't know why a check had not been mailed to me. I explained to her that I was very unhappy about this whole procedure and I knew there would be holdups and delays. She continued to apologize to me. Then it showed online that a {$40000.00} check was sent out on XX/XX/XXXX. I never received that check for $ XXXX XX/XX/XXXX I made another call to Mr. Cooper at XXXX. I talked to rep XXXX and explained my situation. I told her of my frustration with this process and Nationstar XXXX Mr. Cooper. She stated that a check was sent to my home, address verified, on XX/XX/XXXX at XXXX by XXXX XXXX dropped on the front porch. I told her that I have not received any package and that is why I am calling again. She said that I would have to track it with XXXX. I said, " no I'm not! '' " You all are going to find out what happened to that check and I am not going to be treated unfairly once again by Mr. Cooper, and at this point I am demanding all of my funds immediately! '' She put me on a long hold and came back and stated that they would have to put a stop payment on that check and that would be another 7 days at least and then a new check could be issued. I asked if someone would let me know the progress and she said I'll know when their stop payment process is complete. I asked to speak to a supervisor and was told that a supervisor would not be able to give me any different answers than she could. So again, I am at the mercy of the mortgage company, having to wait another 1-2 weeks before I can get started on repairs. In the meantime, I have to hope their isn't any windy storms because I have holes in my roof and water damage to my hardwood floors that came through the windows. I also have a 180 day window from the time of the storm, to ask for a recoverable depreciation from my insurance company once all repairs are done. XXXX XXXX occurred on XX/XX/XXXX, so it doesn't look like I'll make that deadline.

Company response to consumer: Closed with explanation