Consumer complaint received 2025-02-20 00:00:00
Product: Mortgage — FHA 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: MI

Complaint narrative:
My current mortgage servicer. Mr. Cooper, is not effectively communicating. When I first purchased my home in XXXX, my mortgage payment was {$2000.00}. Payments were autopaid monthly with no problem for a year. An escrow analysis was completed in the fall of XXXX and my mortgage payment increased by over {$600.00}. I was notified of this increase in XX/XX/XXXX, XXXX weeks before my XXXX autopayment was due. I quickly disenrolled from the autopay and contacted XXXX XXXXXXXX XXXX, a subsidiary of Mr. Cooper. They explained the escrow analysis and increase in taxes. My mortgage payment for the last year has been {$2500.00}. I adjusted my finances and made bi-weekly payments and was just about to break even again ( I pay my mortgage in installments : half on each payday ) : I had paid XXXX in one lump sum on XX/XX/XXXX and on XX/XX/XXXX, was going to pay XX/XX/XXXX in full, which would have FINALLY brought me current. When I logged into the Lakeview/Mr. Cooper website, I see a total due of {$3000.00} and some odd cents. I saw no explanation about this amount and had received no communication from Lakeview/Mr. Cooper about any changes. Upon contacting them, I was told the increase was due to the annual escrow analysis, which I do understand. My concern was that I again, received NO warning prior to the change/increase. 

I called in to Mr. Cooper and spoke with XXXX who explained that they had communicated with me ; I asked the method of communication and was told that it was electronic, that an email had been sent. I immediately went to my email ( I maintain a file of all emails from XXXX and now, Mr. Cooper ) and searched for an email from Lakeview/Mr. Cooper and only saw emails acknowledging my payments but none communicating that I had a message in my inbox or that an escrow analysis had been done. On a hunch, I check my XXXX folder and find an email from Mr. Cooper stating that I had a message and to click here to read my message. When I clicked the link, it took me to my Mr. Cooper inbox and the most recent message I saw was one acknowledging my payment of {$2500.00} on XX/XX/XXXX. I mentioned this to XXXX who then asks what else I see. I quickly scan the messages and clarify that they are all either messages acknowledging my payments or payments held in suspension notices : when I paid half of the mortgage, they would hold that partial payment until I paid the balance and then, accept the total payment. There was no communication about the escrow analysis and a resulting increase in my mortgage payment. XXXX then asks me to click on the Escrow tabI do and see two messages ( I have images that document this ). I click on one sent on XX/XX/XXXX, the approximate date that XXXX stated that communication was sent and there was the notification, buried in a place that I would not know to look and more importantly, NOT THE PLACE THAT THE LINK IN THE EMAIL TOOK ME TO. The link in the email that I received took me to my account inbox where I saw the acknowledgements of payments and other updates ( see attachment ). The escrow message was hidden in a separate tab and that message notification was NOT sent to me. I complained to XXXX about the fact that I did not receive ANY notification, no email to my personal email address and no message in my account inbox ( see attachment ). I also complained about the fact that the link in the only email I received to my personal email about an important message took me to my inbox and not the escrow messagesI inquired as to how a customer would know to check other locations for messages that would normally be in their Mr. Cooper inbox or in their personal emails. XXXX APOLOGIZED AND FLAGGED THE ISSUE FOR CORRECTION but the damage has already been done : again, due to lack of timely/effective communication, I am once again behind the XXXX XXXXl, trying to catch up and recover and pay {$3000.00} a month. 

I understand that owning a home is a responsibility and I accept that responsibility fully, including making my mortgage payments and also maintaining my home. So, any extra monies that I have or receive, I put into the upkeep and maintenance of my home, plumbing, wiring, ventilation, etc., to increase equity and resale value. Timely communication would allow me to make the decision to take those funds and apply them to the escrow deficit. In the summer of XXXX, I XXXX XXXX XXXX and took those funds and updated plumbing and out of code wiring ( to prevent fire ), repairs the previous owner did not complete. Had I known before XX/XX/XXXX of the impending shortage in my escrow account, I could have used the XXXX XXXX XXXX XXXX XXXX to completely cover that shortage and the problem would have immediately been eliminated. And upon speaking with someone in XXXX, a subsidiary of Mr. Cooper at that time, the female representative actually told me that my escrow account went into deficit IN XXXX ( XXXX had notification in XXXX as the escrow deficit was noted in THEIR electronic database ). So, my question to her then was, if the company KNEW in XXXX, why wasnt I told in XX/XX/XXXX? She said because they dont do the ANALYSIS until XXXX. Customers could receive a courtesy email indicating that there may be a change in mortgage amounts to possible shortage in escrow accountsother companies that are much smaller send out email communications well in advance when their rates are about to change and continue to send reminders up until the change. COMMUNICATION/WITHHOLDING VIABLE INFORMATION, that is my concern. 

XX/XX/XXXX EDIT/ADDITION : I have also changed insurance companies as an increase in coverage costs was identified as one of the primary reasons for the increase in my mortgage payments. I switched to a much lower insurance ( over {$1000.00} less per year ) in hopes that that will assist in decreasing my mortgage payments. I deposited the premium of {$2600.00} as soon as I received it from my previous insurance company ( it is noted on my payment activity with Mr. Cooper ). I also intend to pay the remaining XXXX balance tomorrow, Friday, XX/XX/XXXX, which will leave me with XX/XX/XXXX to pay. I am hoping that the lower cost in insurance will assist in bringing down the XX/XX/XXXX payment as I will be calling in to Mr. Cooper as soon as tomorrow 's payment clears to ask for an escrow analysis/review ( this is what I was instructed to do by XXXX ' two weeks ago, XXXX XXXXXX/XX/XXXX ). 

I just received a message yesterday to my personal email from Mr. Cooper telling me that I had a message from them. I log on to the website, go to the inbox again and see NOTHING. I complete a ticket to have the issue resolved ( because apparently it was not resolved when I complained to XXXX previously ) and I receive an email this morning, XXXX XXXXXX/XX/XXXX, telling me that I have a new secure message from Mr. Cooper. Below is a partial view of what I saw in my personal email inbox : New secure email message from Mr. Cooper Click here by XXXX XXXX XXXX to read your message. 
After that, open the attachment. 
More Info I clicked on the Click here link and was taken to a log in encryption page where I had to create a password ( separate from the one I have with Mr. Cooper ). It then takes me to an encrypted message inbox that tells me they have attached the following document ( s ) that I requested on XX/XX/XXXX ( I actually requested it yesterday, Wednesday, XX/XX/XXXX ). I THEN had to click ANOTHER link which took me to the Mr. Cooper log in page. I click on the re-direct notification and it FINALLY takes me to my account page. I click on my message/inbox and see the following message : Thank you for contacting us. We have sent a copy of the monthly statement to the email address we have on file for you, etc. I double back to my personal email and see that they have attached to the message at the bottom of the email. However, there was no notification/notice anywhere in my Mr. Cooper messages/inbox XXXX It is confusing and frustrating to continue to receive emails telling you that you have a message only to log in to the company message center and not have one. And the only reason I received this one today is BECAUSE I CREATED AN ERROR TICKET. In addition, the statement that I just received indicates an inflated amount, including the XX/XX/XXXX mortgage payment, which is not due yet, bringing my total due to over {$7000.00} -- whyyyy?? It is not due yet, why include it in my total due?? To add and cause additional stress?? I promise you, I am doing my best to stay on top of this and catch up but sincerely, their method of communication is sorely lacking : they are not ( communication is hidden or just not occurring ). This failure to communicate/communicate in a timely manner is what is causing me more stress and MORE financial difficulty. I am on XXXX XXXX XXXX XXXX which is the only reason I have time to attempt to track down information but normally, I am at work and need to be able to access information quickly, make the necessary payments, etc., and continue my work day. As you can see, this is problematic because one, communication is not prompt and two, because their phone tree is absolutely RIDICULOUS and requires 30-45 minutes of attempts to get through to a humanI can not do this at work ( every agent that I have spoken with has stated that they have had several complaints about the phone treeFIX IT THEN, you are customer-facing!! ). I have screenshots that show empty inboxes and screenshots of the emails that I have received to my personal email address as well as pictures of my Mr. Cooper inbox/message center ( which is emptyI can not delete from that inbox so the fact that it is empty indicates that there has been no communication ). I make agreements and arrangements each time I call ( EVERY TWO WEEKS to make a payment ) I just need and want timely communication so that I can continue to act in a timely manner to this urgent situation. 

**the attached documents show my personal email filing system for Mr. Cooper XXXX I open and track all communication so that I can stay abreast of information. They also show an example of the email ( s ) from Mr. Cooper that indicate I have a message and then, show the empty Mr. Cooper inbox/archived messages with no information regarding a deficit in my escrow account or resulting increase in my mortgage payments. I have also attached a photo of the messages in the escrow tab which SHOULD be IN my inbox but are not. I have also attached my current Mr. Cooper inbox which shows my error ticket request. FINALLY, the last attachment shows my dedication to getting my account current and demonstrates my payment activity** My asks : *Determine if there is a means of notifying customers about possible changes to their mortgage payments during tax assessment season ( XXXX or whenever ) they get notifications, send out blanket emails that matter instead of the ones that contain incorrect information. 

*Use customers ' Mr. Cooper inbox to communicate with customersthat is what it is for and that is where customers look for information regarding their account. 

*Streamline the phone treeit is discouraging customers from calling which is unfair and preventing timely communication from customers due to the wait. 

Please and thank you!

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation