Consumer complaint received 2024-05-08 00:00:00
Product: Mortgage — USDA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: HI

Complaint narrative:
I opened a mortgage with Mr. Cooper in XXXX. I have XXXX as my policy holder for Home owners Insurance and for my XXXX XXXX policy. I have not had problems with my Home owners policy through XXXX XXXX as they are based in XXXX. However, since opening my mortgage, I have had problems with Mr. Cooper paying the incorrect company for my XXXX XXXX policy. Every year, I get a message from Mr. Cooper advising me that my XXXX XXXX policy lapsed and that they will charge me 3 times the amount to get the insurance so that my home is covered. Every year, Mr. Cooper withdraws payment from my escrow and pays the mother company ( XXXX  ) instead of the billing department, which I was advised by both XXXX & a Supervisor from Mr. Cooper, for XXXXXXXX XXXX which CLEARLY states on the bill. It has gotten to the point where I need to contact Mr. Cooper EVERY YEAR between XXXX & XXXX to ensure that the payment was actually made to XXXX XXXX. I was told the same this year that payment was made to XXXX but the agent advised that it actually was sent to XXXX, yet again! I am being charged everytime i contact XXXX because of this. Due to the fact that XXXX has to create a new policy. I have been on the phone with both XXXX and Mr. Cooper & each time, Mr. Cooper places blame on XXXX and myself. As I have explained to the " ONLY '' Supervisor who EVER contacted me back from Mr. Cooper, Both XXXX and I do not take any payment out of my escrow to pay my insurance! Out of the 4 years I have requested for a Supervisor or Manager to contact me, I've only received 1 call back from a Supervisor named XXXX. She corrected the situation and waived the {$1300.00} payment for the XXXX XXXX policy that Mr. Cooper charged me. At one point in XXXX, I was without XXXX XXXX policy for almost the whole year as I was told by an agent that someone on Mr. Cooper 's end did not indicate on notes that there was a returned check from XXXX as payment was mailed out, again, to the incorrect company. The payment was supposed to be sent to XXXX XXXX. I feel as if payment is being removed from my escrow and not being replaced for the mistakes. Every year my escrow is SHORT! As I have stated, I do not make payments to my Insurance carriers for my home. That is made and completed by the Mortgage company as the payments are withdrawn from my escrow. I am tired of having to go through this every year with Mr. Cooper. Almost every request I make to speak to a Supervisor or a Manager, i am told time and time again, One will call me back in a few days. Please have someone look into my case and review all the complaints I've made for these past few years, check to see that my escrow has been replenished with the funds made to the incorrect company, and XXXX XXXX, GIVE ME PEACE OF MIND! I have always made my Mortgage payments on time and it boggles me that my mortgage company can't pay my XXXX XXXX policy correctly! I am done and I hope and pray that Corporate takes a look at this.

Company response to consumer: Closed with explanation