Consumer complaint received 2025-03-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
Mr. Cooper purchased my loan from another lender in XXXX, 2024. They sent an Escrow Review Statement in XXXX, which I disputed and they verbally told me that I didn't owe it. Then, in XXXX I received another statement stating the same thing. They are saying that I owe another month of PMI {$130.00} because they " pre-paid '' a month. I've called many, many times and have been given a multitude of different answers. XXXXne is that the previous lender missed a payment. So I called them and found out that they didn't and they sent me proof of such. The next was that I am to pay PMI in advance and my Principal & interest in arrears. I told them that is not what my loan documentation says and that they're wrong. Nothing was resolved on that call as I got frustrated. The next time they told me that Security Title failed to collect the first 2 months of PMI at the beginning of the loan- they then sent me a copies of my closing disclosure and my escrow disclosure - which enforce MY position that they are wrong. I called Security Title to verify my position and they told me that it wasn't a requirement for this loan to pre-pay any PMI and that PMI started with the loan, in XXXX. I called Mr. Cooper back to tell them this and they switched back to their original reason - that the previous lender missed a payment. I told him they didn't, he said that he had " proof '' and sent me my payment history- for both Mr. Cooper and the original lender. This payment history is further evidence that I've paid on-time and per the original agreement. The original agreement being that I pay PMI MONTHLY. I told him that monthly means 12 times per year and he agreed. I said, then what's the problem, why are you collecting 13 from me? He said that my payment history is proof that they paid a 13th payment to the insurance company and that I owed it. I told him to get it back from the insurance company because I don't owe it. I asked for a supervisor and he said that it would be a call back in 48 hours. I said then they better call back in 48 hours. I have not yet received that call... it has now been 72 hours. I don't know what to say to these people to make them reverse this decision and pay me back the 2 payments I've already made to this erroneous attempt at an extra PMI payment ( totaling {$23.00} so far ). Additionally, I have written to them 3 times : XXXX confirmed by Mr. Cooper ; XXXX confirmed by Mr. Cooper ; and 3/6/25-receipt confirmed by Mr. Cooper. The receipts were generic " we received your letter '' responses. Nobody has replied to us in writing. They called my husband after they received the first and third letter. There was no response to the second letter at all. They are trying to change the terms of my loan and I don't accept nor agree with it but am unable to make them stop. I don't want to lose my house over {$130.00} and I really don't want to hire a lawyer either. Please help.

Company response to consumer: Closed with explanation