Consumer complaint received 2019-11-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MI

Complaint narrative:
Mr. Cooper is a brand name for Nationstar Mortgage LLC. 
Loan # XXXX Paying {$720.00} for two decades Missed insurance payments for the months of XXXX & XXXX Mr. Cooper informed me that they would gladly pay my home insurance for me for a meager $ XXXX per year. 

Insurance was paid in advance for the full year XXXX of XXXX. $ XXXX Mortgage records did not reflect my payments, Hence I called Mr. Cooper on 2 occasions during the month of XXXX. I was informed that the corrections would be made on the next statement. 

Corrections were never made, I was submitted to an escrow account during the summer of XXXX, Meanwhile, I continued paying {$720.00} until the month of XX/XX/XXXX! 

During the last and the Month of XXXX, I spoke with Mr. Cooper concerning a letter about insurance being escrowed. It didn't seem fair that I had to escrowed when the account was paid in full.

In Sum, Mr. Cooper knocked on my door to start foreclosure procedures, I imagine. 

XXXX XXXX XXXX In any event, I spoke with the escrow department and thought it would be to my best interest to straighten this mess out! At the time, I was trying to refinance my home and was rejected by XXXX XXXX XXXX, that receives my payment on a monthly basis. 

I spoke with the young lady to explain the delayed letter which did not account for the fact that I payed over $ XXXX on the XXXX of XXXX. 

The purpose of this call was to explain the unjust late fee 's, penalties, and possible damage to credit report due to an 'delinquent account ' As we speak the account has been brought up to date! 

{$850.00} for XXXX. 
{$850.00} for XXXX. 
{$850.00} for XXXX. 

subtract {$720.00} credited because full escrow payment was not met. 

{$25.00} dollars was added in penalties due to a stop check I implemented when I was informed that I had to be escrowed due to the fact I was late on payment during the previous year. 

It just didn't make sense, it felt like I was being charged twice, so I kept at it! 

A three way conversation between myself, Mr. Cooper, and XXXX ( Home Insurance Provider ) was enacted on the XXXX of XXXX which confirmed my thoughts : Mr. Cooper should have forwarded XXXX, $ XXXX once they decided to escrow my account. 

Hence, I was deprived of $ XXXX during the months of XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. 

Now they quadrupled my Insurance and I ended up being accountable for $ XXXX for the months of XXXX, XXXX, and XXXX! 


If the procedure would have went through the proper channels, I would have have received $ XXXX from my Insurance Co. way back in XXXX!!!!!!! 

Instead, I should be receiving a check within the next two weeks, hopefully before my next escrow payment of x number of dollars. 

The above was meant to be in chronological format, to show Mr. Coopers negligence by not forwarding the {$1.00} to the Insurance Co., which in return would have forwarded me the funds that I'm  waiting on this very minute! 

Any further questions don't hesitate to contact me! 

Thanks In Advance!

Company response to consumer: Closed with explanation