Consumer complaint received 2025-10-14 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: OK

Complaint narrative:
XXXX Reply to Mr. Cooper Mortgage XXXX  To Whom It May Concern, I have reviewed the documents and the response letter from Mr. Cooper Mortgage XXXX XXXX Nationstar Mortgage LLC ) ( XXXX XXXX  ). I am writing to formally dispute the actions taken by your company regarding our homeowners insurance and to address several inaccuracies and procedural concerns. This is my response to your previous response. 

Key Issues : XXXX. False Claim of XXXX XXXX We received multiple letters from Mr. Cooper stating that our homeowners insurance had expired. This was incorrect. We provided proof that our insurance was active and current. Your own recent correspondence confirms that we submitted this proof and that our insurance had not expired. 
XXXX. Lack of Proper Notification Regarding XXXX XXXX XXXX  Requirement We did not receive the XX/XX/year>, letter, which, according to your company, outlined a requirement for our insurance provider to maintain a XXXX  or better rating from the XXXX XXXX XXXX XXXX XXXX. I affirm under oath that we did not receive this communication. Regardless, our insurance is with XXXX XXXX XXXX, a reputable and financially sound institution. 
XXXX. XXXX XXXX Requires Reasonable XXXX XXXX law states that a lender must accept reasonable insurance coverage. XXXX XXXX is a licensed and regulated insurance provider, and it is unreasonable to claim that it is not acceptable without providing a clear and substantiated reason. 
XXXX. XXXX of XXXX XXXX XXXX XXXX XXXX I have attached documentation from XXXX XXXX that explicitly states its Financial Strength Rating ( FSR ) is not intended to determine the suitability of any particular policy or contract for a specific purpose. Relying solely on this rating to disqualify our insurance provider is not supported by XXXX XXXX XXXX XXXX XXXX by itself and is a misapplication of their guidelines. 
XXXX. Contradictory and Incomplete Documentation Your most recent letter references an enclosed Deed of Trust, which was not included. It also cites Section XXXX, which states the mortgagee must maintain insurancesomething we have consistently done. However, your prior letters only referenced an alleged lapse in insurance coverage, not any issue related to the insurers rating. 
XXXX. XXXX XXXX Was Unwarranted Your company acted to force-place insurance based on an incorrect claim of expired coverage and without providing adequate notice regarding rating requirements. This action appears both unethical and potentially unlawful. So the XXXX months and XXXX letters prove to be invalid because of the erroneous reasons given. This also violates the time given and notices required by XXXX XXXX. 
XXXX. Our Perfect Payment History We have never missed a mortgage or any other payment. We are responsible homeowners who comply with all requirements and maintain valid insurance. The forced placement of insurance, in light of the facts above, was entirely unjustified. 

Requested Actions : XXXX. Immediate removal of any forced-placed insurance. 
XXXX. Full reimbursement for any charges related to this incorrect action. 
XXXX. A written correction and acknowledgment of the errors made in the handling of this matter. 
XXXX. Confirmation that our current insurance provider is acceptable going forward. 

I will attached relevant annotated documents, including the excerpt from XXXX XXXX own guide that supports our position. I am more than willing to discuss this further or present supporting documentation to your compliance department, board, or XXXX leadership if needed. 
We respectfully request that this matter be resolved promptly and that our insurance status be corrected in your records.

Company response to consumer: Closed with explanation