Consumer complaint received 2025-03-30 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: DE

Complaint narrative:
Mr. Cooper ( Nationstar Mortgage ) placed lender-required flood insurance ( also called force-placed insurance ) on our loan despite valid, continuous flood insurance coverage being in place through our condominium association. 

We uploaded proof of flood insurance coverage via mycoverageinfo.com under file name XXXX, which shows coverage was active from XX/XX/XXXX, through XX/XX/XXXX. A confirmation letter from Mr. Cooper acknowledged that this documentation was received and verified. 

We called customer service multiple times, spending several hours navigating a broken phone system to get verbal acknowledgment from representatives that flood insurance was indeed in place and that the issue had been resolved. Despite this, we continued receiving letters via postal mailincluding in XXXX XXXX that we did not have flood insurance coverage. These letters were inaccurate, contradicted what we were told on the phone, and caused unnecessary confusion and stress. 

Mr. Cooper later stated in a response to the XXXX XXXX XXXX XXXX XXXX XXXX that they issued a {$2500.00} refund to our escrow account on XX/XX/XXXX, for the force-placed insurance. However, after thoroughly reviewing all statements, escrow transaction history, and document areas on Mr. Cooper 's website, we can not locate any evidence of this refund. We have requested written proof of the refund and instructions on where to locate it in the portal but have received no meaningful response. 

Additionally, Mr. Cooper has stated that because our account is current, we are not eligible for a dedicated representative. This policy has led to months of inconsistent information, contradictory letters, long phone calls, and no resolution, despite multiple attempts to work with the company. They have the worse phone system of any company I have ever seen leading to endless amount of phone calls that usually hang up or go to a resource that can not help. 

What I Want to Happen : Written confirmation and documentation of the {$2500.00} refund that Mr. Cooper claims was applied to our escrow account. 

A formal explanation of why we received repeated notices stating we lacked flood insurance after your team confirmed that we did. 

Immediate correction of any inaccurate records, including removal of any indication that there was a lapse in flood insurance coverage.

Improved communication and accountabilitywe request access to a knowledgeable representative to avoid further confusion. 

Supporting Documents : Flood Insurance Certificate ( XXXX ) Confirmation letter from Mr. Cooper Timeline of phone calls and letters received Screenshots showing the refund is not visible in the escrow portal Final Note : We did not choose Mr. Cooper as our mortgage servicerour loan was transferred. The level of disorganization and lack of customer support weve experienced has been unacceptable, and we believe the companys actions may constitute predatory or negligent practices. We are requesting the CFPB to investigate and ensure this matter is resolved. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation