Consumer complaint received 2025-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I am writing to file a complaint against Mr. Cooper regarding a {$25.00} fee I was charged by the California Fair Plan due to an error made by Mr. Cooper. I am seeking assistance in having Mr. Cooper take responsibility for this fee and ensure it is paid.

In XXXX 2025, I had to switch my homeowners insurance to the California Fair Plan due to living in a high fire-risk area. On XXXX XXXX 2025, I called Mr. Cooper and spoke with XXXX, informing her that my insurance coverage was changing to Aegis for homeowners insurance and the CA Fair Plan for fire coverage. XXXX confirmed they had XXXX listed but required me to upload the CA Fair Plan coverage. I explained that the CA Fair Plan required me to pay it in full for implementation, which I had already done. I uploaded the proof of payment on the same day. XXXX advised that it might take 3-5 days for the upload to reflect in their system.

On XXXX XXXX, 2025, I called again and spoke with XXXX. I was informed that Mr. Cooper had issued a check to the CA Fair Plan for the full amount of {$3100.00}. I questioned why a check had been issued when I had already paid the CA Fair Plan in full. XXXX did not have an answer but said she would place a stop payment on the check.

On XXXX XXXX 2025, I called Mr. Cooper again and spoke with XXXX, who informed me that the CA Fair Plan payment had been stopped to avoid including it in my escrow account.

On XXXX XXXX, 2025, I received an email from my insurance company with an invoice from the CA Fair Plan for a {$25.00} charge. I called the CA Fair Plan on XXXX XXXX, 2025, and spoke with XXXX, who explained that the returned check fee resulted from the check Mr. Cooper issued in error. I requested the fee be waived, but XXXX explained that it could not be waived as it was a bank fee, and failure to pay could result in cancellation of my coverage. 

I contacted Mr. Cooper the same day and spoke with resolution specialist XXXX XXXX ( XXXX ) XXXX. XXXX called and confirmed with the CA Fair Plan that the fee was the result of the stop payment on Mr. Coopers check and that they would pay the fee to the CA Fair Plan directly. I sent him a copy of the invoice, which had a payment due date of XXXX XXXX 2025.

On XXXX XXXX, 2025, I contacted the CA Fair Plan again, and XXXX confirmed that the {$25.00} fee had not been paid. I called XXXX, who informed me that the payment was still being reviewed. On XXXX XXXX, 2025, I received a voicemail from XXXX stating that the fee had still not been paid, and they were still investigating the issue. 

The {$25.00} fee was a direct result of Mr. Cooper 's error, and their delay in addressing the issue has put me at risk of losing my insurance coverage with the CA Fair Plan, which is the only fire insurance provider available in my area. I am requesting your assistance in ensuring that Mr. Cooper takes responsibility for this fee and promptly resolves this matter. 

Thank you for your attention to this issue. I look forward to your assistance in helping me get this resolved.

Company response to consumer: Closed with explanation