Consumer complaint received 2024-10-22 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: NJ

Complaint narrative:
Mortgage purchased by Mr. Cooper summer time. XXXX making my loan payments to them XX/XX/year>. XX/XX/XXXX received notice that a master flood policy had expired and they didnt have the updated policy. This is through my HOA separate from any payment to mortgage company. Mid XXXX when I got the letter dated XX/XX/XXXX, I provided Mr. Cooper and the Information they needed over the phone to retrieve the policy the HOAs insurance broker as the policy is not held by me. XX/XX/XXXX, I was issued XXXX letters that the insurance information was received. I figured the miscommunication between my old mortgage company and this one was rectified as no leg work from the new company was done to make this a seamless exchange youd expect. 
XX/XX/XXXX I received a letter describing a raise in my escrow and monthly payment to begin XX/XX/XXXX. In the tune of of XXXX $ a month to pay for a master flood policy they were purchasing for me. Despite no need as I have a flood policy through the HOA covering my second floor condo. I contacted Mr. Cooper for more info where it was quickly determined on there end that happened because the escrow department hadnt received the updated policy from the insurance department, but not to worry as when its updated on their end they can re run the required escrow need and bring my payment back to normal. I made this call simultaneously on XXXX or around XX/XX/XXXX when I received the paper letter. On XX/XX/XXXX I was issued a letter but I saw virtually a contradictory letter stating my insurance info was updated and no addition charge to my account. 
Fast forward to XX/XX/XXXX I received a statement with the new incorrect escrow requirement. I immediately called Mr. Cooper as I was lied to when they told me it would be fixed. I was told they needed another week for their system to update before they could rerun my escrow requirements despite being told by insurance department and escrow that it is true I do not need that added payment as my policys were updated and it was clear it was not associated with the mortgage company to pay. 
I give it a week. 
I call again on XX/XX/XXXX, once again I get the same lip service that they cant fix it yet its not updated in escrows department. I again confirm with both insurance and escrow that in there system this update should be coming to fix the mistake. They say another XXXX business days to rerun escrow and scheduled a call with me for XX/XX/XXXX. After receiving the call from someone clearly unsure what the problem was I spoke to several people at Mr. Cooper hearing the same lip service. They need more time for the update but dont worry it will be fixed by XX/XX/XXXX before my payment is due. 
I have no faith they will fix their mistake and if I overpay an escrow account it will be another fight to have money issued back to me. Money thats for other bills like my HOA that pays the policy that Mr. Cooper failed to update in a timely manner. 
They refused to give me verbally a timeline that makes sense to fix my escrow and monthly payment they incorrectly raised. They refused to email or issue a letter stating it would be fixed and that I would not owe the increased escrow. They refused to provide a reasonable explanation for why it is taking months to fix their mistake that will cost me more time and energy.

Company response to consumer: Closed with explanation