Consumer complaint received 2025-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
On XX/XX/XXXX, I was informed by my mortgage company, Mr. Cooper, that my monthly payments would be changing as a result of the homeowners insurance that was purchased by Mr. Cooper on my behalf. When I received this notice, however, the monthly installment increased from $ XXXX month to over $ XXXX month, which I can not afford. Naturally, the next day ( XX/XX/XXXX ) I reached out to a representative of Mr. Cooper to inquire as to why this is and was informed that my property value was estimated as being $ XXXX and the insurance premium as a result came out to being {$28000.00}. I confirmed with the representative that this information was incorrect as my property is not, in fact, worth $ XXXX ; according to official records provided by the county, my property is worth roughly {$70000.00}. The representative confirmed that yes, the premium and monthly escrow payment did not appear to accurately reflect my propertys actual worth and suggested I request the master policy from my communitys HOA and send it to Mr. Cooper so that they can properly assess the property value and correct the escrow analysis. I did so and waited for about a week before I was informed I would need to send another document, this one specifically citing that my HOA had, in fact, purchased insurance on my behalf. I thought this was strange and a bit unnecessary, but I acquiesced and requested the second document from the company that supplied insurance to my HOA. Another week passes and Im now being told my property was incorrectly labeled as being a single-family residence when in reality it is a townhouse/condominium and that once I supplied a document confirming as such, Mr. Cooper would correct that information which would then allow them to update the insurance and perform a new escrow analysis. Once again, I acquiesced and provided the necessary documentation only to receive this morning ( XX/XX/XXXX ) an email stating that they wouldnt be updating my propertys information because, and I quote, in reviewing the ORIGINAL loan documents, we confirmed the property is a single-family residence, insinuating that they either referred to the outdated documentation as opposed to the current and accurate records I had provided, or they had reviewed the documentation I provided and elected to disregard it. I reached out to another representative who stated she would reach out to that department and have them correct it and still, they have not, citing the reason above. All of this has occurred over the course of three weeks and currently, I am nowhere closer to having this matter resolved than I started. I feel Mr. Cooper and its affiliates have grossly neglected my concerns and efforts at every step of this process and have not acted with the proper care and diligence that is required considering this is a mistake that occurred entirely on their end. I have tried to exercise patience and understanding, but at this point I have reached my wits end and refuse to cooperate with this company further until they show that they are dedicated to resolving this matter as opposed to giving me the ring-around.

Company response to consumer: Closed with explanation