Consumer complaint received 2024-05-03 00:00:00
Product: Mortgage — Conventional home 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: NY

Complaint narrative:
My loan was sold to Mr. Cooper. At the time of purchase {$470000.00} ( while even paying slightly over ask due to bidders ) in XXXX, the home now sits comfortably between XXXX XXXX {$620000.00}. 

Mr. Cooper, refuses to remove the PMI in my payment although I am paying assessed tax in my escrow for {$580000.00} and growing. My property taxes alone on my home were {$18000.00} in XXXX. Mr. Cooper has changed my payment of my fixed schedule twice now by increasing my payment. The PMI has increased twice and they cant give me a reason why. 

They are claiming my equity in my home puts me at only 83 % although they are advertising daily of Home Equity Cash Out Refi of roughly {$110000.00} which makes no sense because in order to be at 20 % even using the highest valuation price at time of purchase ( vs. the contract saying we could use the point in time assessment at purchase ( {$370000.00} ) vs the purchase price whichever lower of {$470000.00} which Mr. Cooper is using, 20 % of {$470000.00} = {$95000.00} meaning {$380000.00} puts me at 20 % assuming the value of home did not increase {$1.00} in the last 4 years. 

How can {$95000.00} mean id be at 20 % if the equity they are offering me is {$110000.00}? Which they are claiming I need to have the house assessed by ONLY their specific Assessor while paying a {$500.00} fee to do so. ( Which leads me to next point ). 

Mr. Cooper sent me my amortization schedule from Day 1 - Now which Ive been making payments since XX/XX/XXXX. 

I put 10 % down, which brought my initial balance to {$450000.00} and have never missed a payment, ever, on anything, at 2.75 % fixed interest. 

Their amortization schedule is nowhere near where I am supposed to be in my schedule. They have adjusted my payment twice, they are also including escrow and PMI ( which has increased twice ) while having top notch Insurance as well, which my monthly payment has More going to Escrow and Insurance than my actual principal and interest. 

I work as a XXXX XXXX XXXX for a well established Financial firm for XXXX XXXX and understand completely how this all should work. Mr. Cooper is a disgrace to the financial industry. They breached data without any support or guidance other than offering free identity monitoring which anyone can get, they only force you to communicate within specific hours while also only allowing you to chat or mail them. If you call you speak to over 5 different people where then an escalation will be pushed, and then you dont hear back anything.

This has been the most frustrating experience of my entire tenure in the financial industry alone and of all things with my Mortgage. My data was leaked, Im paying additionally {$18000.00} in property taxes, {$3500.00} village tax, {$3500.00} town tax, {$11000.00} school tax, {$2200.00} umbrella policy insurance, on top of state tax, and of course federal tax. All in which Mr. Cooper has no problem showing how to make more go towards escrow and taxes vs the actual mortgage itself. You cant even remove the escrow from the payment without actually mailing in the request! 

I want to put Mr. Cooper on blast here because not only has my mortgage been tampered with, they cant even tell me why my PMI was changed, the lady had no clue she said she didnt know why it went from {$110.00} initially to most recently {$150.00} ( A Month! ) I want it removed asap, my amortization schedule tells me I should be seeing a balance left on home of roughly {$370000.00} but my mortgage balance is showing {$410000.00} which is not close to accurate and Ive paid all my taxes and as mentioned my credit score is XXXX. I know what Im saying is 100 % valid, and Mr. Cooper should be barred from servicing Mortgages in the US. 

I am expecting answers, solutions and fixes to my financial situation with them and would never in 100 years write something up like this, its the first time ever, if it wasnt to the point of I have no other options. They are doing people dirty, they are completely opposite of transparent, they also copy paste auto messages. Their staff seems super unprofessional, and just an overall disgrace to what true Financial Professionals here in the US should be able to represent.

Company response to consumer: Closed with explanation