Consumer complaint received 2025-05-10 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:
On XX/XX/XXXX, we had significant water damage in our home due to a pipe that spontaneously burst. We paid the plumbing bills out of pocket to fix the pipe since insurance didnt cover that part of the process. There was significant water damage. Our claim for the damage incurred by the water was accepted by the insurance company. XXXX gave their quote and XXXX, the insurance company, agreed to it. The first check came in the amount of around XXXX, but our mortgage company, XXXX XXXX 
XXXX, would only pay out {$3600.00} Of that to get started, and with the quote from XXXX requesting half of the XXXX be paid up front. Because we are in a bankruptcy situation and are backing paying a couple months of our mortgage, We were told {$3600.00} was all we could have to get started. XXXX immediately dropped the job. This was in XXXX. After placing calls to several contractors, in mid XXXX, I finally found XXXX who would start with the {$3600.00} as he felt for my situation- we currently have XXXX working toilet for XXXX people while we are paying a mortgage for a XXXX bedroom XXXX bathroom home with a den and basement which were both now uninhabitable. My XXXX childs bedroom has essentially become storage, so she usually sleeps in my bed with me now. When XXXX pulled out, they took the storage unit with them. The new XXXX came in with an estimate past what XXXX provided as XXXX had forgotten about the part of the pipe upstairs that had leaked resulting in a disconnected toilet and broken walls in the bathroom. The new estimate was XXXX. The insurance company agreed to cover the repairs as we had paid for that pipe to be fixed as well. At this point, the XXXX had to stop work on our house as he had well surpassed what he should have completed for {$3600.00}. Mr. Cooper stated an inspection needed to be completed in order to release the additional funds. We completed the inspection, and they release another check for {$5900.00}. According to XXXX XXXX inspection, 57 % of the job had been completed. The XXXX expressed that he could not start back up for that amount. I called Mr. Cooper XXXX to XXXX times per week since the completion of the inspection in XXXX pleading for additional Funds so that my house could be fixed. 
I received a different story from each rep I spoke with. Some stated the release of additional funds was impossible at this point. Others asked for info to be uploaded to the portal. I did everything they asked. In the meantime, in XXXX, we received a supplemental check of about XXXX from the insurance company for the toilet to be fixed. XXXX again has refused to release the funds. Partially because I didnt endorse the check along with my husband, yet, but also because they said additional funds could not be released after they do get it back with endorsement. After I uploaded the info to the portal that they wanted- XXXX info and then an updated quote, they are now asking for a payment schedule, my XXXX will not return my calls at this point t because he is so angry and has moved into other jobs. I I can not get my house fixed and I am now paying out of pocket for a storage unit in my driveway as we have surpassed the amount for which the insurance company will reimburse. This is XX/XX/XXXX and this has been going on since XX/XX/XXXX. My family is living without about 30 % of our home and I continue to make my mortgage payments as well as back payments. I am out of patience and resources at this point. I need a third party to intervene on behalf of my family as I believe Mr. Cooper is being dishonest and keeps throwing obstacles my way. I dont think house will ever be repaired without intervention

Company response to consumer: Closed with explanation