Consumer complaint received 2024-10-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc. (OK)

XX/XX/XXXX Mr. Cooper website shows hazard insurance payment to XXXX XXXX disbursed. 

XX/XX/XXXX XXXX XXXX due for hazard insurance. 

XX/XX/XXXX XXXX XXXX XXXX XXXX charges {$25.00} late fee. ( Note : Through this process, I realized that after dealing with a similar issue with Mr. Cooper last year in XXXX there was a {$25.00} late fee from XXXX XXXX XXXX and Mr. Cooper took that amount out of my escrow account with no notification to cover costs incurred through their lack of making a timely payment. ) XX/XX/XXXX Notice of Insurance Cancellation received by customer from XXXX XXXX XXXX XXXX ( notice was dated XX/XX/XXXX ) XX/XX/XXXX Customer reaches out to mortgage company ( Mr. Cooper ) ; mortgage company persistent that check was mailed XX/XX/XXXX but XXXX XXXX XXXX XXXX must be taking longer to process due to being a " bulk check ''. Insurance company confirms if payment not received by XX/XX/XXXX policy will cancel. Mortgage company states they can not place a stop payment on a bulk check. They also can't reimburse customer if customer pays insurance premium. They state the payment will have to be received by the insurance company and the insurance company will then refund customer. Three way call was made between all three parties. Insurance company will not accept an overnight payment. All three parties come to the agreement that the only solution is that the customer will have to pay the premium. Mr. Cooper states that check initially disbursed XX/XX/XXXX will likely be processed soon by XXXX XXXX. XXXX XXXX will then show an overpayment and customer will be issued a check by XXXX XXXX  XX/XX/XXXX Customer calls XXXX XXXX to confirm no payment has been received by Mr. Cooper and has to pay property insurance out of pocket in the amount of {$5600.00} to avoid policy cancellation. 

XX/XX/XXXX Customer calls XXXX XXXX to confirm still no payment has been received by Mr. Cooper. Customer then calls Mr. Cooper to have check re-issued. This disbursement does not show up under " Escrow Disbursements ''. Customer informed that it should take XXXX business days for XXXX XXXX to receive check and then however long it takes them to process the check, then customer should get the refund from the overpayment. 

XX/XX/XXXX Unsuccessful payment notification received by customer from XXXX XXXX XXXX XXXX stating Mr. Cooper payment was not processed due to insufficient funds. 

XX/XX/XXXX Customer calls mortgage company regarding letter of unsuccessful payment. Customer speaks to agent in insurance department and is told a check will be re-issued to XXXX XXXX again. A three way call was again made between all three parties. XXXX XXXX waived the {$25.00} late fee. Customer transfers to Escrow department to discuss doing away with escrow. Customer now told a stop payment was put on the first check issued XX/XX/XXXX and that is why it shows " insufficient funds ''. Mr. Cooper site still does not show any additional checks have been disbursed since the initial XX/XX/XXXX disbursement. Escrow department states that disbursements do not appear until they have processed. However, note, the initial XX/XX/XXXX never processed and it has appeared since XX/XX/XXXX. Customer put in request to remove escrow from mortgage. Customer told by Mr. Cooper this will have to be approved and will take 16 days for review. 

Customer escrow balance still does not reflect the extra {$5600.00} insurance payment that has never been processed or received by XXXX XXXX, XXXX XXXX XXXX has confirmed only XXXX check received XX/XX/XXXX and it was not successful due to insufficient funds. Customer has not received the payment back from either company in any form.