Consumer complaint received 2022-02-20
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, the letter below is a good summary. It was sent to Mr. Cooper complaint department and members of their leadership team. My loan number is at the top. 
We own XXXX of an overall property. It has XXXX homes in the structure. 
Our mortgage was sold to Fannie Mae and they use Mr , Cooper as their servicer. 
The last customer service rep who walked me through all notes on record was XXXX in XXXX. As stated below no mention of 'walls in '. I have requested my phone records from my provider. The customer service records were incomplete and unintelligible and I believe calls were not even noted. The say every call is recorded and they should be pulled to prove that the 'walls in " insurance requirement was never communicated to us until XX/XX/XXXX. 
XX/XX/XXXX Re : XXXX Dear XXXX, We have had homeowner and flood insurance on our property continuously since the date of purchase. We are being charged for insurance purchased by Mr. Cooper. I have called numerous times. 
I would appreciate it if someone could review the information below as well as pull the system notes and recorded calls from both the customer service XXXX and XXXX XXXX. I attempted numerous times to rectify all of this. This is due to a lack of information and incompetence, not a lack of compliance on our part. 
At time of transition to Mr. Cooper, we were assured the pre-existing insurance proof held by our previous mortgage holder would be properly transitioned to Mr. Cooper. It was not. 
From there, there were numerous calls with customer service. The customer service conversations ranged from an inability to see a XXXX that was uploaded, then to an inability to properly view the pdf in their system, then to questions on names provided on the property insurance, the other homeowners attached to our home. Our insurance representative spoke with representatives at least twice on this topic. This went on for months, where the issue was supposedly settled and then another auto generated letter came prompting another phone call. Please pull the phone calls to review. The Customer service system notes referenced below are incomplete, and unintelligible. 
At no time, in these phone conversations or auto generated letters, was there any reference to a walls in policy form of insurance. This information came for the first time from XXXX XXXX at the end of XXXX with another call I made to follow up on another autogenerated letter with no mention of walls in insurance. He was the first to explain that this was required for Mr. Cooper. 
Walls in is not an industry standard requirement per my insurance agent. Our previous mortgage lender did not require it either. This was rectified within days of this conversation and proof of the walls in insurance in addition to the already present flood and homeowners was provided. We then received another letter and I called again. This time I spoke with XXXX XXXX. He assured me all was done, and it would all be taken care of. Then we received another letter. 
I called and spoke with XXXX XXXX again. He reviewed all XXXX system notes. He did not have access to Customer Service system notes. He validated that at no time prior to the call with him on XX/XX/XXXX, did anyone call out the difference between a master policy and a walls in policy and acknowledge that to be an issue. He also looked at the autogenerated letters and validated they too did not differentiate between a master policy and a walls in policy. He submitted a request for a manger to call me. XXXX called and said he would review. 
I then called customer service to review their notes. There was no mention of a walls in policy issue. In addition, much of the notes were unintelligible and incomplete, not reflecting the conversations. Please pull the call recordings for review. I am sending this note to numerous leaders in the company hoping someone will follow up. 
Thank you, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation