Consumer complaint received 2021-06-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MO

Complaint narrative:
This problem originally started with XXXX XXXX  which is the company I originally refinanced with. At some point during my mortgage period with them they determined that my insurance lapsed. Instead of contacting me to get updated insurance information they decided to purchase an insurance policy on my behalf. They did this without notifying me that my insurance lapsed or notifying me that they were going to purchase insurance on my behalf. Every other mortgage company that I have dealt with in the past got this information directly from my insurance company, so I was unaware of any issues. At no time during my mortgage period did my insurance lapse so there was no reason for XXXX XXXX to start an insurance policy on my behalf. I am also very upset that this was done without my knowledge which seems that this is either illegal or at least very immoral. 

XXXX XXXX  decided to transfer my mortgage to Mr Cooper on XX/XX/2020. When I received my first statement from Mr Cooper is when I learned of this problem. My first statement from Mr Cooper showed an escrow account with a balance of - {$1900.00} and they were also charging me for a monthly payment towards an escrow account to pay for the insurance that XXXX XXXX decided to start without my knowledge. XXXX XXXX also sent me a bill after they transferred my loan to Mr Cooper attempting to get me to pay for the insurance policy that they took out in my name. It seems that it should be illegal to get these costs reimbursed from Mr. Cooper and to also send me a bill to try to get me to pay for this policy. I did not pay the bill that XXXX XXXX sent. Instead, I sent them an email informing them that these costs were already transferred to Mr Cooper and that this insurance policy should have never been started in the first place. 

I contacted XXXX XXXX to see why they did this and provided them copies of my insurance documents that showed my home was covered during the entire loan period. XXXX XXXX told me that once they had the insurance documents, they would correct the issue. It seems on that this issue is resolved with XXXX XXXX. 
I provided the same document to Mr Cooper, but they still have not corrected the issue. I have called them almost a dozen times since this issue started on XX/XX/2020. One individual named XXXX XXXX from Mr Cooper was very helpful and I believe legitimately tried to get this issue corrected for me. He told me that the main issue remaining was recovering the funds from XXXX XXXX that were used to get an insurance policy without my knowledge. He was able to also get the escrow payment suspended with mr cooper until they received the funds from XXXX XXXX 

Within the last few weeks Mr. Cooper started threating me with debt collection because I refuse to pay for an insurance policy that I did not authorize and had no knowledge of. Mr. Cooper previously acknowledged that I was not at fault for this issue but the last representative from Mr Cooper told me that my files no longer contain any of the previous conversations that I had with their company. This representative wanted me to start the resolution process that I was working on for the last six months over because they had no records of this issue. I tried to contact XXXX XXXX but he has stopped returning my calls. It feels like the management of Mr. Cooper no longer wants to pursue getting the funds back from XXXX XXXX and wants to force me to pay for this.

Company response to consumer: Closed with explanation