Consumer complaint received 2024-10-16 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:
On XX/XX/XXXX I received a notification from my homeowner 's insurance company ( XXXX XXXX XXXX # : XXXX ) that they did not receive payment from my mortgage company and that my premium was overdue. 

My mortgage company is Mr. Cooper ( XXXX # : XXXX ) The email stated my homeowner policy is set up on escrow billing and that they have sent a second payment request to my mortgage company. There has been a repeated issue with Mr. Cooper failing to make my premium payment, claiming they have not received renewal information from XXXX XXXX. XXXX XXXX provided multiple extensions and attempts to contact Mr. Cooper. Mr. Cooper did not respond. 

I was notified by XXXX XXXX my homeowners insurance would be cancelled indefinitely if they did not receive the {$1300.00} premium by XX/XX/XXXX. 

When I contacted XXXX XXXX, they stated they had sent multiple requests for premium payment to Mr. Cooper and did not receive a response. 

I made several attempts to contact Mr. Cooper directly and was never able to get in touch with a live person via telephone. The system is automated. They continuously attempted to direct me back to my online account which did not allow me to address the issue. 

I pulled up my online account with Mr. Cooper ( XXXX ) and observed a " warning '' that stated they had not received notification from XXXX XXXX that my insurance is current. This is untrue. 

On XX/XX/XXXX, due to Mr. Cooper failing to update my insurance information, I manually uploaded my proof of homeowners insurance which has been current and was renewed timely on XX/XX/XXXX. 

On Wednesday, XX/XX/XXXX after several attempts and phone calls, I was able to reach an agent in the Policy Information/Processing Department for Mr. Cooper. I explained my frustration and the immediate need for them to make my premium payment. I provided Mr. Cooper 's agent with the time frame the payment needed to be made by ( XX/XX/XXXX ) .The agent advised ( on a recorded line ) that they would overnight the payment so that I did not lose my homeowners policy. 

On XX/XX/XXXX I received an additional email from XXXX XXXX stating, " This is your final reminder that your homeowner policy is subject to cancellation on XX/XX/XXXX because we have no received your payment. '' In addition, at XXXX XXXX XXXX contacted me via telephone ( from phone number XXXX ) to collect payment. They urged I make the payment so that I do not lose my insurance. Although I have been paying my regular escrow/insurance payment directly to Mr. Cooper, I was forced to pay out of pocket to prevent the cancellation. 

This is a financial burden I should not have to bare. It was told to me that Mr. Cooper has a repeated reputation for failing to pay insurance premiums, forcing their consumers to lose insurance and then obtain a plan through a company they own. If this is factual, this needs to be addressed. In the 7 years I have had a mortgage, I have not missed a single payment to my mortgage company. 

I had to place the premium payment on a credit card in order to afford the one time lump sum payment ( although my mortgage company has the money I have already allotted for this payment ) I will have to pay interest on this amount. I have also had to take several hours off of work to address this issue during Mr. Cooper 's " operational hours '' since they are in a different time zone. 

As of today XX/XX/XXXX, they have still failed make the premium payment, therefore I have not received reimbursement. 

Attached is documentation of emails received from XXXX XXXX and my documentation submitted to Mr. Cooper for reference.

Company response to consumer: Closed with explanation