Consumer complaint received 2025-10-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: LA

Complaint narrative:
I am the executor of my XXXX Father 's estate. Once I sold his house, I received 3 escrow checks from the mortgage company ( Mr Cooper ), made out to my Father. My bank will not process the checks, so I contacted Mr Cooper requesting they cancel the 3 checks made out to Dad, and reissue 3 checks in the same amounts, made out to me.

I've copied and pasted the online conversation/instructions to me : XXXX Thank you for your patience. As XXXX XXXX is currently listed as the primary contact on the account, the check has been reissued in his name. 
XX/XX/year>, XXXX XXXX XXXX If you would like the check to be reissued in your name instead, please send a request to the email address below. This will go directly to our Research Department, where they will update the account details and proceed with reissuing the check in your name. 
XX/XX/year>, XXXXXXXX XXXX XXXX Please send an email to XXXX and make sure to include your loan number in the subject line. 
XX/XX/year>, XXXX XXXX  Customer Okay, what assurances are there that these checks can be re-issued in my name? 
XX/XX/year>, XXXX XXXX XXXX Since youve completed the payoff payment, you can send the proof of payment to the email address provided. Once received, the Research Department will update the records and issue the check in your name. 

On XX/XX/year>, I emailed * My Driver 's License * Recorded Cash Sale * Copies of the 3 checks * Dad 's death certificate * Dad 's will that names me as the executor of his estate.

I received a reply via USPS, and they stated the following : We reviewed the documents you provided as evidence of your interest in the property. Unfortunately, at this time you do not qualify for the confirmed successor in interest status because we were unable to establish your interest in the property, based on the documents provided. If you have further information related to the items below. please provide them to us so that we may review them.

* Copy of death certificate * Copy of obituary * Copy of published death notice * Documentation of an open probate action for the estate of the borrower or grantor * Recorded copy of Deed showing joint tenancy or tenancy by the entireties with deceased * A recorded copy of some other kind of deed showing you are the owner of the property * Documentation establishing family relationship - Mariage Certificate - Birth Certificate - Affidavit of family relationship * Copy of a will * Signed court orders granting you the property * Affidavit ( s ) establishing ownership * Trust document - Copy of recorded deed transferring the property to the trust * Recorded lack of probate affidavit signed by any heir listing the claimant as an heir * A personal representative 's recorded deed, trustee 's recorded deed issued on behalf of a trust, statutory warranty recorded deed, transfer on death deed or other deed giving ownership interest to the claimant resulting from the death of the borrower or grantor * Other proof documenting the claimant as an heir or the borrower or grantor pursuant to the state rules of intestacy ( documentation that mentions the claimant as an heir ) * Valid government issued ID Today ( XX/XX/year> ) I emailed the following : * Dad 's obituary * XXXX funeral notice ( in lieu of the requested copy of published death notice ) * Local court succession document * My birth certificate

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation