Consumer complaint received 2023-01-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: WA

Complaint narrative:
Let me be brutally clear, since this is the 3rd complaint against the same company. The previous resolution letters that were sent ( one of them attached as an example ), has not resolved any of the issues or dealt with the root cause. 

Starting with the insurance renewal. They mentioned XXXX attempts to obtain insurance renewal information on XX/XX/XXXX & XX/XX/XXXX, stating they were unsuccessful. These statements were false. There were no calls made to the insurance company that was on the escrow or to me. The only reason they sent a letter on XX/XX/XXXX is they did not do their due diligence or checked their own records. They are unorganized an incompetent. 

Even in the attached escrow statement, there is a line item for the amount of the homeowners insurance. When a screenshot was sent of the escrow screen in their system, they went and paid XXXX XXXX. However, they were told on XX/XX/XXXX, that I would be handling the insurance for this year and they would be advised who the new company was. The clearly did not follow instructions, which was evidence by letters from their Customer Relations Specialist. Due to their actions, more time has been wasted in contacting the previous insurance company, obtaining refunds, then depositing money so more money can be sent to fix their constant errors! I am wasting my time doing their job! 

In addition to this, in the attached Escrow statements, I found XXXX additional errors that occurred on XX/XX/XXXX, which is around the time they were handling mortgage servicing matters. They made XXXX payments to XXXX XXXX XXXX XXXX in the amount of {$170.00} each for the PMI insurance. The PMI insurance was already up to date at the time of transfer and there should have been only XXXX payment made. There is absolutely no excuse for this and it still has not been corrected! 

Also attached is a bi-weekly payment agreement they mailed out. According to them, they have no ability to post payments correctly via bill pay and they want to " DO IT THEMSELVES ''. This is an unacceptable excuse for not doing what they are suppose to do! If there is an amount showing that is due, any amount of money sent shall be applied to the amount due! There is absolutely no excuse they can send, write, quote, or dictate that says anything but that. The end of the payment period is on the XXXX of each month. Anything sent after that date, goes to the next month 's payment. That's how anyone who knows how to configure a payment system with these parameters does. The only reason why this agreement even exists, is because their payment system or department does not do what they are suppose to do! PERIOD! This has been going on for over a year with their payment system and they simple have not fixed the root cause of their system. I will not be held responsible for their mess! They either process the payments correctly or they will continue to hear from me. XXXX payment- XXXX XXXX, XXXX payment - Completes the XXXX payment for the month. The remainder goes to additional principle. PERIOD! 

Finally there is the matter of the PMI insurance itself. There is no direct number to this department and I have wasted more than enough time trying to contact this department to get the insurance removed based on the current value of the home. I do not care to hear about what does not apply in this situation or receive inaccurate numbers as to how much has been paid so far. I know what the current situation is and if you need to send some person to look at what is clearly on any freaking home buying website, then send this people over, get the stupid paperwork sent over and done and get this waste of money off of my account. I will not accept anymore delays.

Company response to consumer: Closed with explanation