Consumer complaint received 2024-07-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: MA

Complaint narrative:
I have 2 complaints on this mortgage company. 
We were a victim of Hurricane Ian XXXX. The mortgage company insisted all funds go to them. They dispersed funds as work was completed and requested inspections at XXXX dollars each. They were sent checks and have now added a XXXX. + ( paid on your behalf ) to our statement. I requested a complete list of what they paid and received from XXXX XXXXcompany and have not received anything. XXXX XXXX reissued a check to Mr. cooper that was never cashed. There were 2 claims one was the house and one was other. My husband just spoke to them and they have no clue what to do with the check and who is owed the money- yet they have that on our mortgage statement that just showed up a few months ago from a XXXX  insurance claim. I believe the check is an over payment to Mr. cooper and our money that we spent out of pocket for repairs not Mr coopers. I want a breakdown from them. They also mentioned they should be charging us interest on the XXXX. 

I am also writing to you today to discuss our mortgage company, Mr. Cooper, DBA nation star mortgage and our escrow account. 
We received a notice from the mortgage company that they had taken out an emergency flood insurance policy on our home at XXXX XXXX XXXX. in XXXX Florida. This policy was taken out outside of hurricane season emergently. The mortgage company stated we needed to obtain flood insurance within 90 days when that emergency policy ended they instructed us at that time to contact our insurance company to obtain flood insurance. 
I contacted the insurance company who wrote back that the mortgage company should not be requiring flood insurance on our property since we were not in a flood zone. The insurance company sent us two forms that I forwarded to Mr. Cooper for their review and ask them at that time to cancel the emergency insurance and refund the money. I did not hear back. I called the mortgage company and spoke with someone in the insurance department. They were not helpful and argumentative. I explain to them that we are not in a flood zone and I wanted the money that they took out for the emergency policy to be placed back in our escrow account and referred them to the document and email I got from the insurance company. The representative I was speaking with became angry and yelled. We are your mortgage company and that they were requiring flood insurance on the property. I called FEMA and submitted a claim for review for a XXXX I was told it would take 90 days in the meantime after my conversation with the representative within days, there was a policy taken out for $ XXXX for flood insurance out of our escrow account with the mortgage company the sole beneficiary. 
I just received notice from FEMA that they are now requiring us to purchase an elevation certificate, a copy of a certified survey and a certified deed to obtain a XXXX. 
The {$2300.00} flood insurance policy plus the emergency flood insurance policy outside of the hurricane season has placed an unfair burden on our family and raised our mortgage payment over {$300.00} per month. 
I am hoping that this regulatory agency can oversee Mr. Cooper DBA nation star mortgage for abuse of power and helping themselves multiple times to our escrow account. 
My husband and I are XXXX  and are having extreme difficulty navigating the process for obtaining flood insurance that we do not require. This has placed an unfair, financial burden and mental anguish onto our family and if we were unable to make the extra {$300.00} per month payment, we risk losing our house to foreclosure because of flood insurance that we do not require. 
I am also concerned about multiple other people in the state of Florida that may be in the same situation and may lose their home because they can not make the payment to cover the cost of a survey and elevation certificate, emergency flood, insurance, and flood insurance at a huge absorbent cost. When they do not require it. 

I am hoping for some oversight on this company which is out of control. 

Thank you XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation