Consumer complaint received 2023-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
To Whom It May Concern, I have been trying for years to remove PMI from my home loan. I have also been trying to get someone from Mr. Cooper to explain to me why they have charged me for numerous property inspections over the years. 

Recently, I asked the Office of the Colorado Attorney General for assistance with this matter. They were unsuccessful and not able to acquire the requested information from Mr. Cooper. The Office of the Colorado Attorney General suggested that I reach out to you as a way to possibly obtain this information. 

In XXXX of XXXX, I was informed by Mr. Cooper that in order to have PMI removed from my home loan, my house would need to evaluate for {$230000.00}. Per their request, I obtained a broker price opinion showing that my home had a value of {$460000.00} - well above their requirement. Further, every time that I log into my account on the XXXX website, I am greeted with information explaining how much my house is worth, as well as, the amount of equity I have in my home. The figure that Mr. Cooper provides on their website is very similar to the estimate that was calculated on the broker price opinion that I provided to them. Further, companies such as XXXX, XXXX, etc. also estimated the value on my home to be about the same as shown on the broker price opinion that I provided. In any event, Mr. Cooper refuses to remove PMI from my loan. 


I am requesting that the CFPB ask Mr. Cooper : 1 ) What they believe the market value of my house is currently, as well as, what it was in XXXX of XXXX. According to their website, my house has a value of {$450000.00} as of XX/XX/XXXX ( Attachment 1 ). Does Mr. Cooper believe that the information that they provide on their website is not correct? 


Mr. Cooper boasts on their website - mrcooper.com : More Intelligent Homeownership When it comes to owning your home, we believe the more you know, the less you have to worry about. 
Thats why every Mr. Cooper home loan comes with : Detailed intel on your home value and equity. 
( Attachment 2 ) I, along with the Office of the Colorado Attorney General, have asked Mr. Cooper to explain what they believe the value of my house is. They refuse to provide this information, even though they clearly state on their website, every Mr. Cooper home loan comes with : Detailed intel on your home value and equity. 

Please ask Mr. Cooper to provide me with an estimate of the current market value of my home, as well as, their valuation of my house in XXXX of XXXX. 

2 ) Please ask Mr. Cooper to provide information about the numerous property inspection fees that they have charged me for ( Attachment 3 ). I, along with the Office of the Colorado Attorney General, have provided billing statements showing the property inspection fees, however, Mr. Cooper has refused to explain these charges. 

Thank you for your help and I look forward to hearing from you soon. If you want a copy of the broker price opinion, billing statements, correspondence letters, etc. please let me know. 



Again, for clarity, please ask Mr. Cooper to provide : An estimate of the current market value of my house. 

An estimate of their valuation of my home in XXXX of XXXX. 

A detailed explanation of the property inspection fees that they have charged me for. 






Best Regards

Company response to consumer: Closed with explanation