Consumer complaint received 2022-01-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
We are seeking assistance in recovering approximately {$2100.00} from Mr. Cooper resulting of their failure to pay the escrowed insurance policy on our home. 

Mr. Cooper is the mortgage servicer on our property at XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ( Hereinafter XXXX XXXX XXXX XXXX ). Mr. Cooper failed to pay the homeowners insurance premium when it was due and engaged in a scheme to force us into force-placed insurance provided by Mr. Cooper. 

On XX/XX/2021 we were notified by XXXX XXXX XXXX XXXX ( hereinafter XXXX ), the insurer for XXXX XXXX XXXX XXXX, that they had not received payment for the homeowners insurance policy on XXXX XXXX XXXX XXXX XXXX stated that the policy would be cancelled on XX/XX/2021 unless payment made. The homeowners insurance premium was due on XX/XX/2021. 

On XX/XX/2021 I reviewed my Mr.Cooper account via the Mr. Cooper online portal which indicated that Mr. Cooper, as of XX/XX/2021, had not paid the homeowners insurance for XXXX XXXX XXXX XXXX in spite of Mr. Cooper collecting insurance premium payments via escrow and having the hazard insurance policy listed as being through XXXX. In light of Mr. Coopers terrible reputation and the strong likelihood that Mr. Cooper was engaged in a scheme to increase profits by intentionally failing to pay the hazard insurance on our property in order to force us into an exorbitantly priced force placed insurance policy that provided less coverage, I personally paid the past-due balance on the homeowners insurance policy on XX/XX/2021 in the amount of {$2100.00}. My payment to XXXX for the insurance policy that Mr. Cooper was supposed to pay on XX/XX/2021, posted on XX/XX/2021. 

On XX/XX/2021 I received a letter from Mr. Cooper, dated XX/XX/2021 that informed us that because the homeowners insurance on XXXX XXXX XXXX XXXX had lapsed and that you were purchasing homeowners insurance for XXXX XXXX XXXX XXXX. 

Additionally, on XX/XX/2021 I contacted XXXX to request that they provide notice Mr. Cooper, that the insurance premium had been paid by the homeowner. They indicated that they would contact Mr. Cooper, to state that the insurance had been paid by the homeowner. 

On XX/XX/2021, I received an email from Mr. Cooper stating they were now paying the homeowners insurance policy for XXXX XXXX XXXX XXXX. The email did not state why they were paying the account 25 days after payment was due. Nor did the email explain why you were paying a policy that was already paid in full. 

Mr. Cooper, have been the mortgage servicer on Loan Number XXXX since XX/XX/2021 and have been collecting, via escrow, money to pay the hazard insurance policy for XXXX XXXX XXXX XXXX provided by XXXX. Based on the information in the online portal for XXXX XXXX XXXX you were aware that the hazard insurance policy for the property was provided by XXXX and were collecting an amount to pay that premium. You were required to use the escrowed funds to pay the insurance premium on the date that it was due. You failed to do so which resulted in XXXX paying the homeowners insurance policy out of pocket. 

On XX/XX/2021, I sent a notice of error under 12 CFR 1024.35 to Mr. Cooper but never received a response. In light of Mr. Coopers generally poor reputation and the available facts, I am led to the conclusion that Mr. Cooper is either grossly incompetent or engaged in a scheme to defraud. Consequently, we are seeking assistance from the CFPB in recovering {$2100.00} from but failed to properly use to pay our insurance on time. 

Currently, we have paid the homeowners insurance policy in full even though Mr. Cooper collected that amount via escrow. Their failure to properly apply out escrow funds has caused significant financial hardship over the holidays and we are demanding an immediate refund of the escrowed funds that were to be used by Mr. Cooper to pay the XXXX homeowners policy that was due on XX/XX/2021 that Mr. Cooper failed to pay on time.

Company response to consumer: Closed with explanation