Consumer complaint received 2024-12-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
In XXXX of 2024 we filed and insurnace claim with XXXX XXXX due to water incursion. XXXX XXXX dragged their feet for months in providing funding to pay for the damages, and no progress was made on the claim until after a complaint was filed with the Colorado Department of Regulatory Agencies. Once the complaint was leveled, XXXX XXXX finally began distributing funds to pay for water damage to our kitchen and basement. While the basement was being repaired, an unresloved issue about kitchen cabinets remained. We made progress in resolving part of the issue, and the insurance company sent additional funds to pay for half the cabinets ( the lower cabinets ). While we were waiting for these funds, XXXX Mortgage company sent an inspector out to insure the work on the house was being completed and that in was ok for them to endorse the 3 party insurance check. After the inspection was completed, however, XXXX informed us that our mortgage had been sold, and they declined to sign the most recent insurance check that had been issued, making it impossible to recive the funds to continue with our kitchen repairs. 

In the meantime, the insurance company agreed to pay for all the cabinets, and they reissued the check that XXXX declined to endorse for more than twice the amount. Eager to complete repairs to our kitchen, which has been in an unsafe state since XXXX of 2024, we immiditely overnighted the check to our new mortage company, Mr. Cooper, with an overnight return envelope. Inesplicably, Mr. Cooper also declined to endorse the check, sighting that the XXXX inspector had indicated the repairs had not progressed far enough for us to be issued additional fundsan assesment we found to be erounous and challanged. The representative from XXXX XXXX began listing new and seemingly arbitray requirements that we'd have to fulfill in order for them to release money that the insurance company expected us to immeditley use to complete repairs and close a difficult claim. 

The requirements seemed arbitrary becaue we had not been informed orally or in writing ahead of time that anything more was required of us to be issued funds. Among those requirments was a second inspection of completed work. The representative from Mr. Cooper informed us that while they were wating for us to complete these unfair, unnessary, and seemingly arbitray requirements, they would deposit the insurance check into an escerow account under their exclusive control. We protested Mr. Cooper not immediately endorsing the insurance check and sending it back to us, as the inspeciton had previously been completed by a XXXX agent ( as previously mentioned ), part of the funds were for IMMIDIATE release due to loss of use of the kitchen, and additional requiremntes had not been presented to us ahead of time. 

The inspeciton of the completed work by a Mr. Cooper agent has been completed, and the inspections from both the XXXX and Mr. Cooper agent jointly lasted less than 5 minutes, making us wonder what qualificatoins the inspectors had and what information they could have possibly gathered in such a short period of time to qualify the level of completion of the repairs. The actions of both XXXX and Mr. Cooper have delayed the repairs of our home by at least 2 months. During the delays, my family is enduring the loss of use of our kitchen. As of the time this complaint was filed, we have not been contacted by the mortage company to inform us as to exactly when our funds will be distributed.

Company response to consumer: Closed with explanation