Consumer complaint received 2023-12-12 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: FL

Complaint narrative:
A complaint was filed against RightPath Servicing for failure to provide DOCUMENTS they ( RightPath Servicing - The Company ) would have reviewed to determine the master insurance policy provided by the borrower did not satisfy the lender 's requirement for interior coverage of the condominium unit. The lender made a demand for forced placed insurance claiming insurance on the unit had " expired '', although the borrower provided proof of insurance more than once. A showing of a comparison of documents, between the lender placed insurance and the master policy provided by the borrower was requested. These documents have not been provided in order to compare the coverages offered by each, and an explanation from RightPath Servicing detailing how they arrived at their determination that their lender placed insurance provides coverage that the master policy provided by the lender does not, has not been submitted as requested. In addition, RightPath Servicing made claims that my " hazard insurance '' had expired and documents proving this claim by RightPath Servicing were requested but have never been provided. No document stating my insurance had expired has been provided, ever. RightPath Servicing then claimed the master insurance policy provided by the borrower was missing the term ( s ) " betterments '' and " improvements '' as well as " walls-in '' and that these terms were required in the master policy. Request for documents proving these terms are required were requested by borrower from lender. Lender has failed to provide these requested documents. RightPath Servicing then claimed there was a previous HO-6 policy placed on my condominium, by the previous lender, whom is also Mr. Cooper, but has failed to provide the documents requested showing proof of a previously existing lender placed insurance policy. If, in fact, there was a previous lender placed insurance policy in place, my monthly mortgage payment would reflect the payments of this lender placed insurance and the fact my monthly mortgage payment remained the same from the transfer to RightPath Servicing, my monthly mortgage payment would have already been assessed for lender placed insurance coverage. RightPath Servicing had increased my mortgage payment by {$1000.00} per month to fund the lender placed insurance they placed on my property. Proof of a pre-existing LPI policy was requested, in the form of documents RightPath Servicing would have reviewed in order to claim there was a previously existing LPI policy in place from the previous lender. The documents requested would have also helped determine if RightPath Servicing was " double charging '' for LPI. To date, NONE of these documents have been provided by RightPath Servicing as requested by the borrower. This complaint can not be dismissed as a duplicate complaint as RightPath Servicing has not complied with the previous request for documents as stated in a separate complaint. This complaint is for failure to provide documents that have not been provided, to date.

Company response to consumer: Closed with explanation